Updating Escalation Task With New Contact Creating New Escalation Task

(Doc ID 2393217.1)

Last updated on APRIL 30, 2018

Applies to:

Oracle Common Applications Calendar - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Reactive/Managed Escalations

ACTUAL BEHAVIOR
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While trying to update any escalation task with new contact Number new escalation task is being generating. The problem only happens if the escalation form is open and we use the 'search' to query another escalation. If we close the form then query a new escalation the problem does not occur.

EXPECTED BEHAVIOR
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It should not create a new escalation task

STEPS
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The issue can be reproduced at will with the following steps:
1. Go to Field service manager -> Escalation -> query an open escalation -> change the status to working
2. Click on assign
3. Add a new note
4. Add new additional contacts
5. Save.
6. While the escalation form is open, query the same escalation. It prompts to 'Save' > if yes is selected a new escalation is created. if no is selected then a new escalation is not created.

If the form is closed after saving and you re-query the escalation the problem does not occur, You are not prompted to save when re-querying.


Cause

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