My Oracle Support Banner

How to assign Service Requests using Assignment Rule When Agent Is Unavailable (Doc ID 2916859.1)

Last updated on JANUARY 12, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.22.10.0 and later
Information in this document applies to any platform.

Goal

For assigning resources to Service request automatically, we have created service request assignment rules.
But the issue is when that resource is not online in fusion application then no resource is assigned for that SR. Until any resource is available the SR will be in unassigned state which is contradicting with our business requirement.

Even if no agents are available online we want the SR to be assigned to some person by default. How to achieve this functionality, please suggest.
 

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.