No Automated Tasks are Generated When Using the Service Request API (Doc ID 374478.1)

Last updated on OCTOBER 19, 2016

Applies to:

Oracle Customer Care - Version 11.5.10 and later
Oracle Teleservice - Version 11.5.10 and later
Information in this document applies to any platform.
***Checked for relevance on 09-May-2010***
CSXSRISR.fmb
CSCCCCRC.fmb


Symptoms

The Service Application is automatically doing the following when saving a Service Request (SR) in TeleService:
1. Automatically generates the Service Request Owner using Territory Manager
2. Automatically generates a Task

However, when the Service Request API is used, the automatic Task creation does not work although the SR flags in the API are set to true.
The Owner is selected correctly.

STEPS

1. Create a Service Request in TeleService (Service Request or Contact Center Form - SR Tab)
 => The owner is automatically assigned and a task is automatically created.

2. Create a Service Request through the Create SR API.
=> The owner is assigned but the Task is not created.

Changes

Profile Option 'Service: Auto Generate Tasks on SR Create' is set to 'Task Type Attribute Configuration'.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms