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Service Request Tasks: Changing Owner Shows Incorrect Change Of Assignee in 'Log And Notes' Window (Doc ID 1550172.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

In Log and Notes, after updating just the Task Owner, there are entries that show as if Task Assignee was changed as well.

Steps:

(R) Service
(N) Service Requests > Create Service Request

 - Query SR
 - Tasks tab
 - Update just the Task Owner Type and Task Owner.
 - Save
 - Now open the Log and Notes window.

 => It says that "Assignee Type" & "Assignee" also got changed.
 => Although the Task Assignee is not altered and the original data remains in the Tasks tab, the Log and Notes window shows like the Assignee fields were updated.

EXAMPLE:

*** 08-FEB-2013 00:16:10 Interaction: 2866167 <LAST_NAME, FIRST_NAME> (<USERNAME>) The task is updated

*** 07-FEB-2013 23:08:39 Interaction: 2791992 <LAST_NAME, FIRST_NAME> (<USERNAME>) The task is updated
*** 07-FEB-2013 23:08:37 Task Assignment nnnnnnn:
Assignee Type: ----- Group Resource --> Employee Resource
Assignee: ---------- Eastern CS Group --> <LAST_NAME, FIRST_NAME>
*** 07-FEB-2013 23:08:36 Interaction: 2791992 <LAST_NAME, FIRST_NAME> (<USERNAME>) Service request updated
*** 07-FEB-2013 23:08:36 Task xxxxxxx: <LAST_NAME, FIRST_NAME> (<USERNAME>)
Owner Type: -------- Group Resource --> Employee Resource
Owner: ------------- Eastern CS Group --> <LAST_NAME, FIRST_NAME>


WHAT IS/WAS WORKING
-------------------
- Owner and Assignee information in Tasks tab remains correct.
- Issue did not occur in Release 12.0.6.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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