Service Request Type - Responsibility Mapping: Search or SR Creation Does Not Show Expected SR Types

(Doc ID 1436570.1)

Last updated on JANUARY 11, 2018

Applies to:

Oracle Teleservice - Version to 12.2.7 [Release 11.5 to 12.2]
Oracle iSupport - Version 12.1.3 to 12.2.7 [Release 12.1 to 12.2]
Information in this document applies to any platform.


In TeleService, implemented Service Request Type - Responsibility Mappings.
Then enabled Service Security (*).

- Mapped Request Type 'ABC' to just Responsibility 'Service 1'.
- Logged in with a different responsibility (i.e. 'Service 2')
- Performed a search based on a different criteria (i.e. Created On Date).

Users may find that the search returns every Service Request that meets that Created On condition, regardless of the Type.

(*) The navigation to the Service Security changed in Release 12:
    - For 11i:   (R) Customer Support (N) Setup > Service Security
    - For R12: (R) Service                  (N) Setup > Rules > Service System Parameters


Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms