In 12.1.3, a task set to AutoReject status is not visible in UWQ

(Doc ID 1520830.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version,

ACTUAL BEHAVIOR
---------------
In 12.1.3, when a task is changed to AutoReject status, the task becomes closed (jtf_tasks_b.open_flag=N). As a result of that the task is not available in UWQ for agents to review why the task was auto rejected and proceed accordingly.
In 12.0.4, when a task is changed to AutoReject status, the task remains open (jtf_tasks_b.open_flag=Y).

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a task with status that makes the task open
2. Change the task to AutoReject
3. The task is now not visible in UWQ
4. Query JTF_TASKS_B table and confirm that the task is now closed (jtf_tasks_b.open_flag=N)


Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms