Service Request Notification Not Sent To Owner When Service Request is Created Using Item Instance/Asset Tag (Doc ID 2173626.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Business Events

ACTUAL BEHAVIOR
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If  user  creates Service Request (SR) using  Asset Tag# Notification is not sent to SR Owner, if Asset Tag# Blank Notification sent successfully...

 

WHAT IS WORKING

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If SR is created not using item instance/asset tag then the notification is sent as expected


EXPECTED BEHAVIOR
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Expect Notification to be sent to SR owner even if the asset tag is used while SR creation

STEPS
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The issue can be reproduced at will with the following steps:
1. Login to apps
2. Create a Service Request with Asset Tag



Cause

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