AME Approval Process is Not Changing the SR Status When Standard Security is Enabled (Doc ID 2215008.1)

Last updated on DECEMBER 21, 2016

Applies to:

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

Symptoms

On release 12, when Standard Security is On , then AME Approval process is not working.

Steps to replicate :

1. Create a SR and move it to a status for which an Intermediate status has been set

2. The SR moves to the intermediate status and a notification is triggered to the approver

3. Login as the approver and Approve the notification

4. The SR status does not change to the "Approved" status .It still remains in the Intermediate status

Resolution
Once the approver approves/rejects the notification , the SR has to move to the appropriate status
The flow works fine with the standard security off.

Changes

 

Cause

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