Depot Repair - TeleService: Unable To Create Dependent Task (Doc ID 2203666.1)

Last updated on JUNE 14, 2017

Applies to:

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

Goal

Multiple engineers need to collaborate on the same Task (in case multiple Resources cannot be assigned to a single Task).
Defined a Task Template to populate the main Task with a dependent Task.

 

Expected Behavior:

Need to create a Field Service Task of Task Type 'Dispatch'.
A parent task would be auto-assigned, and a child task would be assigned manually.
Upon creation, Status for both parent and child Tasks would be 'In Planning' for instance, and after the assignment it should change appropriately.

Issue:

Unable to create Dependent tasks via Task Template and/or in Service Request form.

(R) CRM Administrator
(N) Task and Escalation Manager

- Task > Task Templates
- Dependencies button

=> It is looking for SR Number, and the LOV is blank.

(R) Service
(N) Service Requests > Create Service Request

- Tasks tab
- More button > Dependencies tab

=> Task Number is grayed out.

1. Open Setup Task Template Groups form
2. Add a dependent task
3. See that the field is locked.

In Depot Repair Service Requests, it is not possible to add a dependency to the Task.
The field is greyed out.

Workaround:

Navigate to Task Management and find the same task and assign the dependency there.

Solution

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms