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On Approval, Service Request Status Changes To "Completed". (Doc ID 2745311.1)

Last updated on JANUARY 20, 2021

Applies to:

Oracle Banking Digital Experience - Version 19.1.0.0.0 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
-----------------------------
Service Request status changes to "Completed" on approval and close email is sent to customer.

EXPECTED BEHAVIOR
--------------------------------
Service request status should be in "Progress/Initiated" on admin approval. Close email should not be sent to user.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to OBDX with Retail user.
2 Raise new service request by navigating to "Service Request->Create new service request"
3. Login to OBDX with Admin user.
3. Approve service request.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, misleading close email is sent to user even service request is in "In progress/Initiated" status.

Changes

No changes in the environment, product, account or hardware triggers this problem.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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