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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 FEBRUARY 06, 2022

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.


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:


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