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Service Request Status Not Getting Updated When Customer Escalates Via ISupport (Doc ID 374403.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle iSupport - Version 11.5.10 and later
Information in this document applies to any platform.


When requesting Escalation from iSupport without adding a Note, the Status of the Service Request remains unchanged.

However, when a Note is added with the Escalation request, the Status is changed to the value of the profile:

Oracle iSupport: Default Updated Service Request Status

Why does the Status not change when requesting Escalation without a Note?



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