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Service Request Upward Propagation Triggers Downward Propagation and Prevents the Service Request Closure (Doc ID 2962742.1)

Last updated on OCTOBER 20, 2023

Applies to:

Oracle Teleservice - Version 12.2.11 and later
Information in this document applies to any platform.

Symptoms

Service Request Upward propagation(auto closure of service requests upon completing of the tasks) triggers downward propagation and prevents the service request closure.

The issue can be reproduced at will with the following steps:

1. Login  with System Administartor responsibility.
2. Go to Profiles/System.
3. Set the 'Service: Auto Closure of Service Request' profile to 'Yes'. This enables the upward propagation.  
Set the ‘Service: Validate and Auto Close on Service Request Closure’ to 'No'. This disables the downward propagation.         
4. Go to Service responsibility
5. Create a service request and a task.                                 
6. Set the task status to 'Completed' , this triggers upward propagation.              
The service request is closed and it triggers the update of the task status from 'Completed' to 'Close' (downward propagation).

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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