Value Of Date Closed Disappears After Save If Users Create A Closed Escalation Directly

(Doc ID 1570485.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Oracle Teleservice - Version 11.5.10.2 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Create Service Request

When the creating a closed escalation directly, the value for closed date disappears.

The users should not be allowed to create a closed escalation directly.

Step to Reproduce

The issue can be reproduced at will with the following steps:
1. Customer Support Specialist > Agent Dashboard
2. Open a Service Request.
3. Hit ‘Service Request Escalation’.
4. Input required information.
5. Choose ‘Closed’ for Status field.
6. Date Closed is populated.
7. Hit ‘Save’.
8. Value of Date Closed disappears.

Cause

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