Task Status "Rejected" Makes the Planned Dates Uneditable (Doc ID 2160358.1)

Last updated on JULY 23, 2016

Applies to:

Oracle Teleservice - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.3 version,

ACTUAL BEHAVIOR
---------------
When setting a task to seeded status "Rejected", in R12.0.6 it was still possible, to change "Planned Start" and "Planned End" of the task.
In R12.2.3 this is not possible anymore. As soon as task will be set to "Rejected", "Planned Start" and "Planned End" become non-editable.

Issue occurs when profile 'Service: Apply State Restrictions on Tasks' is set to"Yes"


EXPECTED BEHAVIOR
-----------------------
Should still be able to update Planned Start" and "Planned End" of the task.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
 1. Set profile 'Service: Apply State Restrictions on Tasks' to "Yes"
 2. Navigate to Service Responsibility
 3. Open Service Request form
 4. query an existing SR with a Task
 5. change the Task status to 'Rejected'
 The Planned Start" and "Planned End" fields of the task became greyed and not editable.
 Change profile 'Service: Apply State Restrictions on Tasks' to "No",  now the fields remain editable, even in status "Rejected".

Cause

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