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Change Of Request Type Is Changing Expected Response Time And Expected Resolved Time (Doc ID 1901075.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

On : 12.0.6 version, Create Service Request

ACTUAL BEHAVIOR
---------------
Customer reports that when changing the SR Type in Customer Support HTML Agent Dashboard the Expected Resolution and Respond Dates move forward

EXPECTED BEHAVIOR
-----------------------
Customer expects the dates to remain the same

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

1. Customer Support HTML
2. Agent Dashboard
3. SR edit
4. Change SR Type
5. Dates change

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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