Service: Downward Propagation Functionality Does Not Work When Service Request Is Closed Via Repair Order (Doc ID 1941834.1)

Last updated on FEBRUARY 10, 2016

Applies to:

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

Symptoms

When 'Downward Propagation' is set up, Service Requests Tasks should be closed automatically when the Service Request (SR) is closed, irrespective of whether the SR is closed manually or via Depot Repair.
In other words, the 'Downward Propagation' functionality should work regardless of where a SR is updated to a 'Closed' status.

Steps:

- Set up the Service profile options required to activate the Downward Propagation.
- The system profile 'Service: Validate and Auto Close on Service Request Closure' is set to 'Yes'.
- Create SR tasks
- Set up the Depot Repair profile option 'CSD: Close Service Request When All Repair Orders are Closed' to 'Yes'.
- Close the Repair Order

=> The SR is closed, but the SR Tasks are not closed automatically when the SR is closed.

What Is Working:

The downward propagation functionality DOES work and the Tasks are closed if the SR status is updated to ‘Closed’ manually via the TeleService main SR form. 

Cause

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