Service Request Updates Not Tracked In Logs and Notes for non CRM Resource

(Doc ID 2207159.1)

Last updated on DECEMBER 07, 2016

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  
---------------
User who is not setup as CRM Resource changed the SR status, and that was not recorded in Logs and Notes.
User is an iSupport user - change made by him is not visible in SR form logs.

If internal user is the one that changes the status, this will work.
But for the second one, the user that executes the update to the SR is the external iSupport user, and the system is the one that changes the status.

EXPECTED BEHAVIOR
-----------------------
Expect the same to be available in SR form log and Notes

WHAT IS WORKING
------------------------------
- Tracking of changes to SRs are visible in Agent Dashboard.
- Changes made by Internal users are logged.

STEPS
-------------
1. Open Create SR form
2. Log and Notes

Cause

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