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When Assigning Task Manually From Service Request Form Message is Not Clear When Resource Already Has a Task (Doc ID 1481950.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.


On : 12.1.2 version, Service Request Form

Actual Behavior

When the resource is not available, the message at the tasks is coming up as "Cannot assign resource <>, <> to this task because the resource is not available during the
scheduled time for the task. Please change the scheduled start date and the scheduled end date or select a different resource and try again.

Yes OR No

Expected Behavior

The message is very confusing. It does not indicate the reason the CE is not available is because there is another task at this same time.
And more importantly, there are yes/no buttons but they do not relate to a question. There is no direction on what Yes or No will do.

Steps to Reproduce

(R) Service

(N) Create Service Request

      Create a Service Request (SR) with task.

      Schedule the task from SR form to a resource who already has a task for a particular time slot selected.




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