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Duplicate Service Request Not Closed When Service Request Owner Is Not Linked To FND User (Doc ID 2604098.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
---------------
After mark a new Service Request as duplicate, it doesn't get automatically closed.
This happens when the Service Request owner is an employee resource not linked to an FND User

EXPECTED BEHAVIOR
-----------------------
Duplicate SR should be automatically closed

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. In the Create Service Request form, create a new SR with an owner that is an employee user not linked to an FND User
2. The Potential Duplicate Service Request window pop-up
3. Click the Duplicate button
4. New Service Request is created but it didn't get closed



Cause

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In this Document
Symptoms
Cause
Solution
References


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