TeleService: 'Responded On' Date Is Not Populated For Initial SR Status (Doc ID 1567563.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

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

Symptoms

On : 12.1.3 version

When creating a new SR with a status that has the responded flag enabled the 'respond on' field (INC_RESPONDED_BY_DATE) is not populated. When the status is changed, and then changed back to the same initial status, the respond on field is populated.

EXPECTED BEHAVIOR
-----------------------
Expect the respond on field to be populated also when the SR is created in the 'responded' status

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
- Create Service Request with a status flagged as responded and initial
- The Responded on Date is not populated

Changes

 No changes

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