Cannot create an SR in Support using an SR Type tied to a Business Process that doesn't have Reaction / Resolution Times defiend in the coverage template (Doc ID 1570061.1)

Last updated on JULY 21, 2020

Applies to:

Symptoms

On : 12.0.6 version, Service Request

When attempting to create a service request in iSupport using an SR Type tied to a Business Process that doesn't have Reaction / Resolution Times  defiend in the coverage template, the following error occurs:

ERROR
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java.lang.Exception: CS_SR_UNABLE_DEF_CONTR You must enter a value for column Reaction Time - Severity . You must enter a value for column Resolution Time - Severity


STEPS
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The issue can be reproduced at will with the following steps:
1. Login into iSupport.
2. Enter all the required details and click submit

The error occurs.

The problem only occurs in iSupport. Using the same SR Type in the Service Request form, no error occurs.

Changes

Cause

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