My Oracle Support Banner

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

Last updated on NOVEMBER 19, 2020

Applies to:

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

Goal

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.

Solution

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Goal
Solution


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.