SR Does Not Close Automatically When The Task Status Is Completed

(Doc ID 2314307.1)

Last updated on OCTOBER 10, 2017

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
---------------
SR does not close automatically when the task status is completed

EXPECTED BEHAVIOR
-----------------------
When the debrief is completed, the status should be completed too and the SR status should automatically change to Closed

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create SR
2. Set the profile 'Service: Service Request Auto Close'

Changes

 

Cause

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