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Service Request Respond and Resolve Dates are Null When Dates are Beyond Contract Effectivity (Doc ID 1474218.1)

Last updated on FEBRUARY 28, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle Service Contracts - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

In the Service Request form the 'Resolve By' and 'Respond By' date fields are null when the dates fall later than the contract effectivity.

Expected behavior:
Expect the Resolve By and Respond By date fields to be populated with the correct dates.

Steps to reproduce:
Pre-req: a service contract must exist with a coverage that has reaction and resolution times such that these will go beyond the contract effectivity when a service request is created
e.g. contract has end date of 01-Jan-2012, coverage specifies resolution and reaction times of 240 hours (10 days), so if an SR is created on 30-Dec-2011, then resolution by date will go beyond contract end date.
1. Go to (R) Service (N) Service Requests > Create Service Request
- create a new Service Request.
2. In the SR form, select the item
3. Enter the SR Type
- the eligible contracts are then populated in the Subject tab
- a contract is selected by default
4. Go to Workbench tab
- the Respond By and Resolve By fields are null.

Cause

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