Service Request :Respond By And Resolved By Date Not Auto-populated For Expired Contract With Grace Period (Doc ID 2263279.1)

Last updated on MAY 08, 2017

Applies to:

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

Symptoms

On : 12.2.4 version, Service Request Form in Test,development and Production environments

ACTUAL BEHAVIOR
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After upgrade to R12 Respond By and Resolve By Dates are not getting populated when a Service Request  is created with an expired contract which has the grace period

EXPECTED BEHAVIOR
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It is expected that it should populate Respond by and Resolve Date when valid Grace period exist. Where as in R11 instance when the same contract is used it is populating the Respond by and Resolved date.

STEPS
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The issue can be reproduced at will with the following steps:
1. Service Request created in R12 with contract XYZ in the Service Request  which has been expired in past with grace period which is not yet finished
2. Responded By and Resolve By are NOT populated


Cause

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