My Oracle Support Banner

SLA Responded On And Resolved On Are Not Updated Correctly (Doc ID 1454216.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

When updating a SR Status to one that does not have the respond_flag = Y, if a status that does have the respond_flag = Y was set, the field is not set to Null.

Expected Behavior
Expect the field to be cleared when the status changes from one with the respond_flag = Y to respond_flag = N.

Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Create SR, put severity, status is Open
2. Changing status from Open to Assigned (Assigned status respond_flag = Y), Resonded On is updated
3. DO NOT SAVE!
4. Change status from Assigned to Waiting (Waiting status responded_flag= N), Responded On still has a value from step #2. It should have been blank.

Cause

To view full details, sign in with your My Oracle Support account.

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


In this Document
Symptoms
Cause
Solution


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.