Closed Service Requests: Tasks with 'Restrict Closure' Unchecked Cannot Be Updated (Doc ID 470410.1)

Last updated on SEPTEMBER 09, 2014

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.
***Checked for relevance on 09-SEP-2014***

CSXSRISR.fmb
CSXSRTSK.fmb

Symptoms

When a Task is not flagged for Restrict Closure and a Service Request (SR) is Closed with the task open, you are unable to update the Task.

EXPECTED BEHAVIOR
Since the Task is still open you should be able to update it.

-- Steps To Reproduce:
(R) Customer Support
(N) Service Requests -> Create Service Request
 - Query a SR with status = 'Closed'
 - Tasks Tab
 - The Task is open but all the information is grayed out (non updatable).

-- Business Impact:
Unable to work on open Tasks.

Cause

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