Queue Assignment Not Working When Service Request Status Changes (Doc ID 2644580.1)

Last updated on JANUARY 25, 2024

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.19.10.0 and later
Information in this document applies to any platform.

Qn1:In Service Request details page, why queue assignment rule is not working when Status is changed to anything other than 'New' and 'In Progress'?

We have created queue assignment rule to assign an SR to a specific queue when SR status changes to 'Waiting' or any custom value.

But,only default queue is getting assigned automatically. Omni-channel is enabled.

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