My Oracle Support Banner

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

Last updated on SEPTEMBER 10, 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, Service automation

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

STEPS
-----------------------
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

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.