Entering Close Status On Service Request Generating 2 Workflow Processes And 2 Email Notifications (Doc ID 2131261.1)

Last updated on APRIL 30, 2016

Applies to:

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

Symptoms

On : 12.1.3 version, Work management

ACTUAL BEHAVIOR
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Changing status on service request to closed status causes 2 workflow notifications to be sent to the service request owner

EXPECTED BEHAVIOR
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Changing status on service request to closed status shouldn't send notifications to service request owner.

STEPS
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The issue can be reproduced at will with the following steps:
1. Field Service Manager -> Field Service Dispatcher -> Service Request -> Service Requests->Find Service Requests ->Query for Open Service Requests ->choose a service request
2. Change the status to Closed and enter a resolution summary and resolution code.
3. Save your work.

Cause

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