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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 JULY 21, 2020

Applies to:

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

Symptoms

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

EXPECTED BEHAVIOR
-----------------------
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.

STEPS
---------
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.

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


Changes

 

Cause

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