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Automatic Task Creation On Service Request Status Change Is Not Working In HTML Pages (Doc ID 2690553.1)

Last updated on JULY 14, 2020

Applies to:

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

Symptoms


ACTUAL BEHAVIOR
---------------
Automatic Task creation on Service request status change is not working on the HTML page but works in forms.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Setup for Request Status Transition
  Status Group Summary
  Status Transition

2. Set Profiles
  Service: Auto Generate Tasks - "Task Template Mapping" (at Site)
  Service: Auto Generate Tasks on Service Request Status Transitions - "Yes" (at Site)

3. Open a Service Request for Update in Agent dashboard (HTML page)

4. Change the status to Waiting on Dispatch

  No new task generated as it works in Forms.



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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