Last updated on MARCH 08, 2017
Applies to:Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.
***Checked for relevance on 16-Jan-2014***
Escalation assignee and contacts don't receive email notifications when escalating a SR.
Expect that when escalating a Service Request, the workflow is triggered to notify the assignee and contacts.
Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Open a SR
2. Tools1 >> Request Escalation
3. Enter an assignee, and select a contact. Make sure check Notify and Requester checkboxes
4. Save the record.
5. Nobody Receives an email
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