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 FEBRUARY 06, 2022
Applies to:
Oracle iSupport - Version 12.0.6 and laterInformation in this document applies to any platform.
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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In this Document
Symptoms |
Changes |
Cause |
Solution |
References |