Auto Closure Of Service Request Not Working Properly When Profile Option Is Set At Responsibility Level (Doc ID 2586346.1)

Last updated on AUGUST 11, 2022

Applies to:

Symptoms

On : 12.2.6 version, Service automation

ACTUAL BEHAVIOR
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For the Auto Closure of Service Request, the functionality is not working as expected when the profile options are set at Responsibility level.
Service Requests are getting closed automatically after the Service Requests Tasks are closed after setting the profile Service: Auto Closure of Service Request = YES at Site Level and No at responsibility level

EXPECTED BEHAVIOR
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Expect that the Auto closure should work when the profile options are set at Responsibility level as well

STEPS
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The issue can be reproduced at will with the following steps:
1. Login to applications
2. Go to Service Responsibility
3. Navigate to Others >Profile System Values
4.Set profile Service: Auto Closure of Service Request = NO @ responsibility level, and YES @ SITE LEVEL
5.Go to Service Requests >Create Service Requests
6.Create Service request and task
7.Change task status to Closed

Observe that Service Request Gets closed Automatically

Changes

Cause

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