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Service Request Alerts for Supervisor are not firing for approaching date (Doc ID 263434.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Symptoms

Service Request Alerts for Supervisor are not firing for approaching date.

The resolution date is set for Service Request. If the request is not responded to by the metric set then the supervisor would be alerted before that date. No alert is appearing in the worklist of the supervisor after that predetermined date has passed.

Changes

Customer Support --> Service Requests --> Create Service Requests

Cause

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