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Service Request Template Does Not Seem To Work (Doc ID 1610739.1)

Last updated on JULY 21, 2020

Applies to:

Oracle iSupport - Version 12.0.6 and later
Information in this document applies to any platform.


In iSupport:
Despite setting up a Template and linking it to a Service Request Type, the questions do not display as expected when a Service Request is created using that SR Type.


(R) iSupport Administration

- Created a Template with questions.
- Configured questions to appear upon creation of a Service Request of certain Type (i.e. 'Customer Call').
- Linked the Template to the SR Type 'Customer Call' under Template Parameters.
- The Context selected was Responsibility = 'iSupport Employee'

(R) iSupport Employee

- Create an SR using the SR Type of 'Customer Call'
=> No questions related to the Template are displayed.


Review << Note 949476.1 >> for details about related Profile Options.
(i.e. Oracle iSupport: Enable Service Request Type in Template Search)




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