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Downward Propagation: Issues While Closing SRs Which Have Any One Task In Cancelled Status (Doc ID 2558939.1)

Last updated on DECEMBER 05, 2019

Applies to:

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

Symptoms

On : 12.2.6 version, Setup flow

When attempting to close the Service Request which has a cancelled Task, the following error
message is thrown. There is no status transition defined for Cancelled to Closed for task.

ERROR
The new status Closed is illegal. Possible Statuses are: Back Off

The issue can be reproduced at will with the following steps:
1) Service (R)
2) Attempt to close a Service Request with associated cancelled task
3) Error message is thrown.

Due to this issue, users cannot close the Service Requests which have associated tasks in cancelled status.  Downward Propagation triggers and attempts to close the cancelled tasks while closing the SR

When the closed flag is checked for a task status and when attempting to cancel the task, it asks to enter assignee and schedule information for the
task. For a task status for which the closed flag is checked, system mandates the entry of assignee and the scheduled dates.  This leads to further issues while closing the SR with an associated Task in cancelled status.  An SR can have multiple tasks associated with it and if one of the tasks is cancelled for that SR, application should not try to close the cancelled task when SR is closed.



Cause

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In this Document
Symptoms
Cause
Solution
References


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