My Oracle Support Banner

CategoryID Is Not Available As Chat Routing Rule In Manage Service Assignment Rules Task (Doc ID 2760599.1)

Last updated on MAY 25, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.10.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.20.10.0 version, Chat

CategoryID is not available as Chat routing rule in Manage Service Assignment Rules task.


We have setup the chat functionality for our service request. From the DCS/Engagement engine, we can send Category Id in the chat Inlay.
In OEC, to route an incoming chat to proper queue, we do not see an option to use CategoryId attribute in the Assignment rule. There is CategoryName but not CategoryIDHow can we setup the chat rule to use the CategoryId that will be coming from the chat Inlay?

We are using the Generic Queuing Rule and object as 'Any'.

Steps to reproduce:

1. Navigate to App Composer

2. Click Standard Objects

3. Click Service Requests

4. Click Fields

5. Click Standard

6. Search for CategoryID

Observe CategoryID is not available.


 

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
References


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