SERVEREQ Notifications are Not Routed According to Vacation Rules Setup (Doc ID 819927.1)

Last updated on SEPTEMBER 01, 2014

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 10-DEC-2013***


Symptoms

PROBLEM STATEMENT
===================
After setting up vacation rules to transfer ownership of all notifications of a particular user to a different user, these rules don't seem to be having any effect. Original user is still getting the notification and delegated user is not receiving anything.

The workflow being used is the Service Request one, and the notification is  CS_SR_EVT_CREATE_NTFY_OWNER.

STEPS
===================
1. Set up vacation rules to transfer ownership of all notifications from one particular user to a different user.
2. The notifications for SERVEREQ are still being delivered to the original user and the delegated user is not receiving anything.


EXPECTED BEHAVIOR
===================
Vacation Rules should adhere to the delegation chain and send the email notification to the recipient who is now the delegate, not the original user.

IMPACT
===================
Users are not receiving important workflow notifications when the delegator is away.

Cause

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