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Assign Service Request To Queue On Create Not Working (Doc ID 2434592.1)

Last updated on AUGUST 14, 2018

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.02.0 and later
Information in this document applies to any platform.

Goal

Customer has configured the Email inbound channels and the setup done is working for them as the service request is getting created via the Email channel.
Customer has implemented the assignment rules in Manage Service Assignment Rules task.

When customer runs the schedule process Service Request Queue Assignment the Service requests are assigned to the correct queue according to the rules they have set in Manage Service Assignment Rules.
They have set the profile option SCV_ASSIGN_TO_QUEUE_ON_CREATE to Yes

The only issue is that when they create a new service request the SR should get automatically assigned to the correct queue and this is not working.
If the profile option SVC_ENABLE_OMNI is set to “Yes”, they see the SR is getting assigned to the Default queue automatically instead of routing the SRs to the correct queues.


After this, SR created from Email is still getting the correct CHANNEL assigned, however, SR is assigned to QUEUE “Default”.
 

Solution

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