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Engagement Cloud: Queues are not getting automatically assigned (Doc ID 2361062.1)

Last updated on MARCH 29, 2018

Applies to:

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

Goal

Why the automatic assignment is not happening?

- customer has created a queue named XYZ, which is automatic;
- they have two resources assigned to this queue;
- they are creating SRs, but they are not getting assigned;
- if they are searching manually, they are able to assign the SRs to those two resources - but they want the assignment to happen automatically.

Solution

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