Queue Is Blank When Employee Submit SR From Email
(Doc ID 2879540.1)
Last updated on JULY 11, 2022
Applies to:
Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.21.10.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.21.10.0 version, Service Request
ACTUAL BEHAVIOR
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SRs not automatically assigned to Payroll queue
When SR is created from channel custom email channel, the queue is blank.
However, if I run "Run Service Request Queue Assignment" manually from the SR, queue assigned correctly.
Why queue did not assign automatically? How can we get queue to assign automatically?
EXPECTED BEHAVIOR
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Expected queue to assign automatically
STEPS
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The issue can be reproduced at will with the following steps:
1. User sends message to custom email channel
2. SR get created as expected
3. Open SR, however queue is blank
4. Click Action, select Run Service Request Queue Assignment
5. Correct queue is assigned
Cause
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In this Document
| Symptoms |
| Cause |
| Solution |
| References |