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Tasks Assignments Automatically Getting Closed When Task Is Closed (Doc ID 2314908.1)

Last updated on FEBRUARY 25, 2019

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
---------------
A task has Assignees with 'Cancelled'  status.  When the Task status is changed to closed the assignment status is changed to closed.


EXPECTED BEHAVIOR
-----------------------
Expect the cancelled Task Assignee's to remain cancelled irrespective of the Task Status.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigate to (R) Service -> Service Requests -> Create Service Request. Create the SR
2. Under task tab, create the dispatch task and Assign it to resource A.
3. Click on More button.
4. Change the assignment status of the resource 'A' to 'Cancelled'
5. Add new assignment of resource 'B' and change the assignment status to 'Completed' or 'Closed'
6. Close the Task.
7. When click on more button, for both resources 'A' and 'B', the status is showing as 'Closed'


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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