Not Able To See The Service Request Tasks Attachment When SR Status Changes To Closed. (Doc ID 1901450.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
---------------
When an SR is closed, the attachment icon in the Service Request Tasks tab gets disabled and cannot be used to check the existing attachments on tasks.

EXPECTED BEHAVIOR
-----------------------
The Tasks attachment icon should be enabled to allow agents to check the existing attachments even if the SR is in closed status.

STEPS
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The issue can be reproduced at will with the following steps:
1. Create an Sr with a Service Request task associated to it
2. Add an attachment to the task
3. Close the task and the SR
4. Attachment icon at task level gets disabled and cannot be used.


Cause

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