TeleService: Auto Closure of Service Requests not Working Properly when Profile Option is set Responsibility Level (Doc ID 2284903.1)

Last updated on JULY 10, 2017

Applies to:

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

Symptoms

For the Auto Closure of Service Request, the functionality is not working as expected when the profile options are set at Responsibility level.
Service Requests are getting closed automatically after the Service Requests Tasks are closed.

Issue is still exits even after applying Service cumulative patches from 2016.

What is Working:

It works fine when the Profile Options 'Service: Auto Closure of Service Request' and 'Service: Service Request Auto Close Status' are set at the Site level.
That enables the Service Request closing when all conditions are valid.

Expected Behavior:

Need to set these two profile option to 'No' at Responsibility level to override the values of Site level.
If the profile option "Service: Auto Closure of Service Request" is set to 'No' at responsibility level and 'Yes' at site level, the Service Request (SR) should not get closed after the SR Tasks are closed.

The profile option is not honored at Responsibility level even after applying the latest patch mentioned as per the Bug 17849516.


Steps:

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

1. Create Service Request (SR)
2. Tasks tab: Create Tasks
3. Set profile options at Site level:
       . Service: Auto Closure of Service Request     = Yes
       . Service: Service Request Auto Close Status  = Closed
4. Set the profile options at Responsibility level:
       . Service: Auto Closure of Service Request     = No
       . Service: Service Request Auto Close Status  = blank
5. Close all Tasks

=> When the last Task is closed, the SR get closed.


Cause

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