Field Service Task Not Closed When Using Downward Propagation And Parent SR Is Closed (Doc ID 2120107.1)

Last updated on MARCH 25, 2016

Applies to:

Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.4 version, APIs & Interfaces

ACTUAL BEHAVIOR
---------------
Field Service Task is not closed after SR is closed
Once Task is changed to 'Debrief Approved' and actual charges are submitted, the SR is changed to status 'SO Completed' as set by profile option 'Service: Service Request Auto Close Status'

After debrief the task, the task status will be changed to 'Debrief Approved'. Then it will submit the charges and close the SR (update the SR status to 'SR Completed' whose final flag is checked). Then expecting the task status will be changed to 'WO Completed' with Downward Propagation function. Apparently downward propagation is not working because of the API 'CS_SR_STATUS_PROPAGATION_PKG.CLOSE_SR_CHILDREN'

EXPECTED BEHAVIOR
-----------------------
Expect the Task status to be set to 'WO completed'.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create SR
2. Create Task
3. Add charges Line
4. Perform Debrief for Item
5. Changed assignment status to ‘Submitted’
6. Done the ‘Debrief Approved’
7. Task Status changed to ‘Debrief Approved’
8. Actual charges submitted:
9. Change SR status to ‘Approved Estimate’ and then to ‘SR Completed’
10. Expectation is to update Task Status to ‘WO Completed’

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms