Service Request Not Getting Closed Automatically After Tasks are Closed (Doc ID 1553099.1)

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, Service automation

The service request are not getting auto closed once the tasks are moved to close status and the charges are in the final status.
Even though the profile “Service: Auto Closure of Service Request.” is set to “Yes”.


Steps to Reproduce

The issue can be reproduced at will with the following steps:

Service (Responsibility) >> Service Request >> Create Service Request

1. Open a service request.
2. Set the profile “Service: Auto Closure of Service Request.” is set to “Yes”.
3. Make sure all the tasks and charges are in the final state.
4. SR will be in still open state.


Cause

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