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Service Request Reaction Time And Resolution Time Is Not Honouring Contract Coverage (Doc ID 2672618.1)

Last updated on MAY 21, 2020

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 Request Form

ACTUAL BEHAVIOR
---------------
Service Request Reaction Time and Resolution Time is not honoring Contract Coverage

EXPECTED BEHAVIOR
-----------------------
Service Request Reaction Time and Resolution Time should honor Contract Coverage

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Service Contracts responsibility
3. Define Coverage and create contract under this coverage
4.Go to Service responsibility
5.Navigate to Service Requests >Create Service Requests
6.Create a Service Request against a serial number which is covered in this contract

 Observe the resolution time and reaction time is not getting calculated correctly as per contract




Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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