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Queue Auto Assignment Not Working During Internal Service Request Creation Through Import Management (Doc ID 2986556.1)

Last updated on NOVEMBER 10, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.23.07.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.23.07.0 version, Service Request

Queue auto assignment not working during Internal Service Request creation through Import Management

Customer is using Oracle CX Help Desk to create "Internal Service Request". They have defined queues and assignment rules. The auto queue assignment works when an ISR is created manually or through REST API. However, auto assignment of queue does not happen when ISR is created through the "Import Management" process.

Is this a product limitation ?
 

Solution

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In this Document
Goal
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