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Why Are SRs Not Being Automatically Assigned To Agents? (Doc ID 2361062.1)

Last updated on NOVEMBER 11, 2021

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.17.11.0 and later
Information in this document applies to any platform.

Symptoms

- The customer has created an automatic queue named XYZ.
- They have two resources assigned to this queue.
- They are creating SRs, but they are not getting assigned.
- They can manually assign the SRs to those two resources but they want the assignment to happen automatically.

Why is the automatic assignment of SRs to agents not occurring?

Cause

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In this Document
Symptoms
Cause
Solution
  
References


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