Service: Task Templates Are Visible To All Despite Mapping To Service Request Types (Doc ID 1596086.1)

Last updated on AUGUST 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.2.2 [Release 12.1 to 12.2]
Information in this document applies to any platform.

Goal

After performing the Task Templates Mappings based on specific Service Request Types and Problem Codes, users find that in Service Request > Tasks tab > 'Use Template' button, all created Task Templates appear in the list of values.
Why isn't the LOV restricted to Task Templates created under the SR Type and/or Problem Code?

Solution

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