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.
On : 12.2.6 version, Service automation
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
Expect that the Auto closure should work when the profile options are set at Responsibility level as well
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
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