My Oracle Support Banner

Respond By And Resolve By Dates Are Not Correct After Updating a Service Request in CSZ. (Doc ID 1590526.1)

Last updated on MAY 29, 2020

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

When updating a Service Request status, Problem Type, Resolution Type or Summary field in the Customer Support (CSZ), Update Service Request page, the Resolved By and Respond By fields do not reflect the correct values.
The values get set to Null or to incorrect values.

Expected Behaviour:
Expect that the existing Resolved By And Respond by fields remain intact and are not nullified when updating the SR in the CSZ module.

Steps to Reproduce:
The issue can be reproduced at will with the following steps:
1. Create a Service Request that populates the Resolved By and Respond By fields
2. Use the Customer Support (CSZ) module to update the Service Request.
3. The Resolved By and Respond By fields are made null.



Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.