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Service Tasks: When Creating An SR Task The Task Status LOV Is Not Based On The Status Transition (Doc ID 1677987.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


When creating a Service Request Task, the Task Status LOV is not based on the Status Transitions defined.

When creating a new task for a service request, the task status LOV should be restricted to the values defined in the transition rule.
But currently it lists all statuses.

The task status transition rule only include the statuses:
   Open, Cancelled and Closed

(R) Service
(N) Service Requests

 - Query SR
 - Click on ‘Tasks’ tab to create a new task
 => The ‘status LOV’ shows all statuses.
    It does not restrict the status list based on the status transition associated to the responsibility.

If the Task is saved with the correct initial status (i.e. 'Open'), then the transition rules take effect after that.




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