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Cannot Check Service Request (SR) Final Flag for Cancelled by Customer Status Error: "You Cannot Change the Closed Flag for This Status Because the Status Is Being Used" (Doc ID 1639588.1)

Last updated on JULY 14, 2020

Applies to:

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


When attempting to check the final flag for Service Request (SR) with the cancelled by customer status flag, the following error occurs.


You cannot change the closed flag for this status because the Status is being used

Steps to Reproduce

The issue can be reproduced at will with the following steps:

  1. Responsibility: Oracle Teleservice
  2. Navigation: Service Requests > Setup > Definitions > Service request Status
  3. For SRs with the Cancelled by Customer status do have the final flag unchecked after upgrading the Release 12, when in Release 11i the final flag was check
  4. Cannot check the SR status Final flag, receive error.


Upgrade to Release 12


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