Multiple Scheduled Dates Mandatory In Rejected Status

(Doc ID 2177697.1)

Last updated on SEPTEMBER 04, 2016

Applies to:

Oracle Teleservice - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Service Request Form

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"



STEPS
-----------------------
The issue can be reproduced at will with the following steps:
> Set  profile 'Service: Apply State Restrictions on Tasks'  to "Yes"
> (R) Service
> Open Service Request form
> query an existing SR with a Task
> 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".

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use the SR form effectively.

Changes

 

Cause

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