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Audit history in hr helpdesk showing wrong values

in Help Desk 6 comments

Summary:

I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit History logs the change correctly, but the "New Value" for the status is not what I expected.

Problem Description:

I have a ticket that was previously Resolved. When I reopen the ticket, the system successfully changes the status. The ORA_SVC_HRHD_REOPEN_STATUS_CD profile value is set to Reopen at the site level, so I would expect the new status to be "Reopen".

However, the audit history shows a different value. Here is a snapshot of the audit history for the ticket:

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