No Service Request Change Notifications Are Getting Launched

(Doc ID 2363090.1)

Last updated on FEBRUARY 20, 2018

Applies to:

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

Symptoms

On : 12.2.6 version, Business Events

ACTUAL BEHAVIOR
---------------
Service request change notifications are not getting launched even when notification rules are setup

EXPECTED BEHAVIOR
-----------------------
An email notification should be sent on SR status change as per notification rule setup

STEPS
-----------------------
The issue can be reproduced with the following steps:
1. Create a Service Request of type for which notification rules are setup.
2. Change the status of the SR to one that was defined in notification rule status change setup.
3. No notification generated as per setup.

Changes

 

Cause

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