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All newly manually created SRs Are Going To The Same Queue (Doc ID 2706290.1)

Last updated on MAY 31, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.04.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.20.04.0 version, Queues

ACTUAL BEHAVIOR
---------------
SRs created manually are all going to the queue "Xqueue", despite it having no rules set up at all.

EXPECTED BEHAVIOR
-----------------------
Since there are no rules assigned for this queue, it should not have been defaulted.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a new SR
2. Queue gets set to "Xqueue"

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, queue is not assigned as per expected setup results.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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