iSupport: After 12.2.4 Upgrade Template Questions Not Displayed Automatically (Doc ID 2217493.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle iSupport - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

After R12.2.4 upgrade template questions are not displayed automatically and SR gets created without them even though they are setup as mandatory.

Expected Behavior:

Template questions should be rendered automatically, without having to click the 'Go' button.

Steps:

- Log in as an iSupport user.
- Link: Create Service Request
- Select SR Type
- Under the step "Create Service Request: Identify Product" of the SR Creation train, the


What is /was Working:

It worked fine in 11i prior to the upgrade to R12.2.4.

Business Impact:

Customers can click 'Next' and create the SR without responding to the Template questions.

If user does not click on 'Go', he/she still can click on 'Next' and proceed with SR creation without saving answers.
If questions are not displayed, users can save SR without saving answers to Template.
Even if Template is selected, if user does not click on 'Go', he/she can click on 'Next' and proceed with SR creation without saving answers to Template SR gets created without them even though they are setup as mandatory.

Cause

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