Workflow Notifications from iSupport
Most of the issues that I have come across with iSupport, while Creating or Updating Service Requests, have been related to Workflow Notifications. Most likely the users (or customers) are not getting the notifications on Creating a Service Request or if a CSR updates the Service Request using forms-based Customer Support or Teleservice modules.
There are various reasons why this could be happening.
I would check for the following items
1. Ensure that the native mail functionality works and users are able to send and receive emails
2. For Unix operating system, ensure a unique Unix account is configured and can be used by Workflow. For eg. create WFMAILER as the user account, assign it to the ‘dba’ group, umask it to 022, test if WFMAILER is able to send and receive emails. WFMAILER’s environment must be the same as the user who installed Workflow on the server.
3. $FND_TOP/bin/WFMAIL must have execute permissions, i.e. chmod 777 $FND_TOP/bin/WFMAIL. Similarly, chmod 755 $FND_TOP/resource/wfmail.cfg –> wfmail.cfg is a Workflow Configuration file and ensure the parameters are set up according to the documentation specified by Oracle.
4. Log in as wfmailer and run the following command to start WFMAIL background process$FND_TOP/bin/WFMAIL apps/<pwd>@dbname 0 Y $FND_TOP/resource/wfmail.cfg &
5. From Customer Support responsibility, select Setup –> Notification Rules –> Ensure there are Notification Rules for various activities, such that Workflow must Notify users when a Service Request is created or updated, or when the status of a Service Request is changed by the CSR of the Organization receiving the Service Request.
Even after following the above steps does not yield a result or in other words, you do not receive a Notification, I would contact Oracle Support for further troubleshooting. This would involve going through the WF related tables (eg. wf_notifications, wf_item_acitivity etc etc) and then viewing the WF Status Diagram for the SERVEREQ Item Type and the item_key value dervice from the wf_notifications table.