Escalating An SR Does Not Sent Notifications. (Doc ID 1389887.1)

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***

Symptoms

 
Escalation assignee and contacts don't receive email notifications when escalating a SR.


Expected Behaviour:
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

Cause

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