CRM Service and Contracts: 'Respond By' And 'Resolve By' Not Updated Creating A Service Request
(Doc ID 2158193.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.0.4 and laterInformation in this document applies to any platform.
CSXSRISR.fmb
Symptoms
SR Form some times Respond by date and expected_resolution_date was null
Expected Behavior:
'Respond By' and 'Resolve By' dates should be populated based on associated Contract.
Steps:
(R) XBRA FS WELCOME CENTER
(N) Service Requests > Create Service Request
- Open SR # 1499373
- Instance XKK421599
- Severity = Critical
- Contract = XBRA_0005592...
- Coverage Name = 08/18-SEG/SEX
=> 'Respond By' and 'Resolve By' are null.
Coverage Template:
- BP = XBRA FIELD SERVICE
* Coverage Times:
- Time Zone = Sao Paulo
- Covered Times = 08:00 - 17:59 (Mon-Fri)
* Reaction Times:
- Severity Name = Medium
- Severity = High
- Mon-Fri: 8:00
* Resolution Times:
- Severity Name = Medium
- Severity = High
- Mon-Fri: 32:00
WHAT IS WORKING
---------------------------
It works for several SRs. (i.e. 1488193)
Different Contract (XBRA_0011684...) but same Coverage.
BUSINESS IMPACT
-----------------------
Happening for Brazil users only.
Cause
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In this Document
Symptoms |
Cause |
Solution |