TeleService: Issues in Tasks Tab - FRM-40202 Cannot Navigate Away from tab -or- Tasks not Displaying after Querying Multiple SRs Simultaneously (Doc ID 1512054.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

* Scenario 1:

   When querying a Service Request and clicking on the Tasks tab, users cannot navigate away from the page without closing the form.
   The tab is expecting fields to be populated even if a Task does not need to be created.

   Error:
   FRM-40202: Field must be entered.

   Steps:

     (R) Service
     (N) Find or Create Service Request

      - Query SR or enter information for new SR
      - Without saving, click on Tasks tab
      - Without entering any information, go back to the Workbench tab.

      => Error appears.

   Business Impact:

   Users have to close the form or are forced to create a Task in order to continue working with the SR.
   They are forced to create a Task if Task tab was clicked by mistake or intentionally.

* Scenario 2:

   Task is not displayed if user queries multiple Service Requests in the Find Service Request form.

   Error:
   None.

   Steps:

    (R) Service
    (N) Service Requests > Find Service Requests

     - Search the SR with Request Type 'Job'
     - Grid is populated with results. Click on anyone.
     - Open SR # 12345
     - Once you open for the first time you can find the Task for that SR. (i.e. Task # 111)
     - Again you search with the torch on the Tools bar and open with another SR.
     - Open SR # 67890
     - Navigate to the Tasks tab

     => You will not find any Task associated with the SR.

    What is Working:

    After querying the same SR individually, the Tasks details are populated in the Tasks Tab.


Profile options are set as follows:
 . Service: Auto Generate Tasks on SR Create = Task Template Mapping
 . Service: Default Task Subject from Problem Summary = Yes

Cause

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