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Contact Center SR Tab Closed SR Throws Message When Updating Status To Open (Doc ID 1504531.1)

Last updated on JULY 14, 2020

Applies to:

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

Symptoms

When attempting to Open a closed SR the following error occurs.

ERROR
-----------------------
CS_ServiceRequest_PVT.UpdateServiceRequest): Only SR status can be updated.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Service resp
2. Contact Center form/SR tab
3. Query any closed SR
4. All fields aren't updateable except Status.
5. Update Status from Closed to Open
6. Get message: CS_ServiceRequest_PVT.UpdateServiceRequest): Only SR status can be updated.
7. Click OK and new status saved.

Closed Status is set up with Disallow SR Update checked on.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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