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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.


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.

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

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


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