In 12.1.3, a task set to AutoReject status is not visible in UWQ
Last updated on MARCH 08, 2017
Applies to:Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.
On : 12.1.3 version,
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).
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)
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