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REPORTED DATE On The Create Service Request Form Does Not Refreshes To Current Time (Doc ID 1494794.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.


When opening the Create Service Request form, it defaults with Sysdate including the time.   Users open this form and wait for a call to come in so that they work efficiently and can give the customer the Service Request number quickly, rather than opening the form from the Navigator when the call comes in which can take some time to open.
Escalations are based on the time and date that the SR is created.  With the Users opening the form and waiting for a call, the 'Reported Date' may not necessarily be the time when the call was actually entered in the system.
How can the Reported Date be refreshed without re-openning the form?


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