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Task Status Change Ignores The Status Entered In Service Request Form. (Doc ID 2375983.1)

Last updated on MARCH 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, Service Request Form

ACTUAL BEHAVIOR
---------------
Task status change ignores the status entered in Service Request Form and the value form the profile 'Task Manager : Default assignee status' gets priority.
Initially when the Service Request and Task are created, task is created in "In Planning" status. Call center agents may close the task by using a task status for example " X" from Service Request Form. Since this task status has Assignment Status , task assignee information & scheduled start/end times are to be entered before saving the task. When this information is entered and task is saved, Task goes to status 'Accepted' which is the value set for the profile 'Task Manager : Default assignee status.

EXPECTED BEHAVIOR
-----------------------
Expect that the system should consider the task status "X". When the task status is already entered by user, it should not be updated based on profile 'Task Manager : Default assignee status' in this scenario.Status entered in the task tab should get the priority.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Service Responsibility and Navigate to Setup->Task Management ->Task Status
3. Define a new status "X" with following flags checked
Task status, Assignment Status, Closed and define task transition rule from Status " In Planning to "X" status
4.Navigate to Others->Profile System Values and query for Profile 'Task Manager : Default assignee status'
Verify that it is is set to "Accepted"
5.Navigate to Service Requests ->Create Service Requests
6.Create a new Service Request and a task with type having dispatch rule
The Task gets created with status "In Planning"
7.Change the task status from In Planning to "X"
 Since this task status (X) has assigned flag set, task assignee information and scheduled start/end times are to be entered before saving the task.
Enter this information and Save
8. Re query the Service Request created
Observe that the Task goes to status 'Accepted'.



Cause

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