Teleservice - EBS (MOSC)

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Task status change ignores the status entered in SR Form.

edited Mar 21, 2018 12:36AM in Teleservice - EBS (MOSC) 7 commentsAnswered ✓

Hello,

I am facing issues while updating the task status in SR Form.

Scenario is described below:

Initially when the SR & Task is created, task is created in "In Planning" status. Call center agents may close the task by using a task status 'Remote Solve' from SR Form. Since this task status (Remote Solve) has assigned flag set, task assignee information & scheduled start/end times are to be entered before saving the task. When this info is entered & task is saved, Task goes to status 'Accepted'. Task Audit shows below info:

Setup Info:

a) Initially when the SR & Task is created, task is created in "In Planning" status.

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