CRM Service and Contracts: 'Respond By' And 'Resolve By' Not Updated Creating A Service Request

(Doc ID 2158193.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.0.4 and later
Information 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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