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'Log and Notes' Shows Mandatory Entry Even After SR is Closed, and Not Updated (Doc ID 429978.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Goal

On 11.5.9 in the 'Create Service Request form' (CSXSRISR), user has setup such that once an SR is Set to final or 'CLOSED' status, then the SR cannot be updated or re-opened. CLOSED is the final status, and there is no status transition from CLOSED.

However, when opening the Log screen via (Workbench Tab -> Log and Notes), these are the findings:

Log entry once SR is closed:

*** 04-05-2007 10:02:25 Audit: xxxxx (OPERATIONS) Status: ------------ Repair Accepted --> Closed

However, below this, a new entry also appears:
*** 04-05-2007 10:02:25 Interaction: 57648 xxxxx (OPERATIONS) Service request updated

This causes confusion to end user as on first look at the log, it appears that the SR has been re-opened.

But of course, it has not been re-opened

Responsibility: Customer Support
Navigation: Service Request -> Create Service Requests

1. Create SR# 170792
2. Status = 'Repair Accepted'
3. Now goto Workbench Tab
4. Click on Log and Notes
5. Ensure 'All' is checked
5. Following are contents:

*** 04-05-2007 10:00:31 Interaction: 57648 xxxxx (OPERATIONS) Service request created
*** 04-05-2007 10:00:30 Audit: xxxxx (OPERATIONS)

Severity: ---------- --> Low
Type: -------------- --> Depot Repair

Status: ------------ --> Repair Accepted
Urgency: ----------- --> Respond - 72
Owner type: -------- --> Employee Resource
Group Type: -------- --> Group Resource
Owner: ------------- --> xxxxx

Resolution date: --- --> 04-MAY-07
6. Click on Close
7. Now change SR status = 'Closed'
8. Save record
9. Now goto Workbench Tab
10. Click on Log and Notes
11. Ensure 'All' is checked
12. Following are contents:

*** 04-05-2007 10:02:25 Interaction: 57648 xxxxx (OPERATIONS) Service request updated
*** 04-05-2007 10:02:25 Audit: xxxxx (OPERATIONS) Status: ------------ Repair Accepted --> Closed
*** 04-05-2007 10:00:31 Interaction: 57648 xxxxx (OPERATIONS) Service request created
*** 04-05-2007 10:00:30 Audit: xxxxx (OPERATIONS)

Severity: ---------- --> Low
Type: -------------- --> Depot Repair
Status: ------------ --> Repair Accepted
Urgency: ----------- --> Respond - 72
Owner type: -------- --> Employee Resource
Group Type: -------- --> Group Resource
Owner: ------------- --> xxxxx 

Resolution date: --- --> 04-MAY-07

13. Note that even after SR is closed, the interaction logging text is available, this is because Sort = Latest first

14. Make Sort = Eearliest First

15. Following are contents:

*** 04-05-2007 10:00:30 Audit: xxxxx (OPERATIONS)
Severity: ---------- --> Low
Type: -------------- --> Depot Repair
Status: ------------ --> Repair Accepted
Urgency: ----------- --> Respond - 72

Owner type: -------- --> Employee Resource
Group Type: -------- --> Group Resource
Owner: ------------- --> xxxxx

Resolution date: --- --> 04-MAY-07 
*** 04-05-2007 10:00:31 Interaction: 57648 xxxxx (OPERATIONS) Service request created
*** 04-05-2007 10:02:25 Audit: xxxxx (OPERATIONS) Status: ------------ Repair Accepted --> Closed
*** 04-05-2007 10:02:25 Interaction: 57648 xxxxx (OPERATIONS) Service request updated
16. Note this line : *** 04-05-2007 10:02:25 Interaction: 57648 xxxxx (OPERATIONS) Service request updated

17. It is added, even after SR has been closed.

Solution

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In this Document
Goal
Solution

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