Assignment Rules Not Assigned SRs to Queues Correctly
(Doc ID 2992546.1)
Last updated on DECEMBER 19, 2023
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.23.01.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.23.01.0 version, Assignment & Omni Routing
ACTUAL BEHAVIOR
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An Assignment Rule Set was configured with multiple rules and the 'Use Score' checkbox is checked on the Rule Set. When the system assigns SRs to the queues, the SRs are not getting assigned as expected by the customer based on the Assignment Rules they have defined within the Rule Set.
EXPECTED BEHAVIOR
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The SRs should get assigned to the Queues based on the Assignment Rules defined within the Assignment Rule Set.
STEPS
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The issue can be reproduced at will with the following steps:
1. Define an Assignment Rule Set with similar Assignment Rules
2. Create SRs to be routed to the Queues based on the Assignment Rules defined
3. Run 'Service Request Queue Assignment' job
Cause
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In this Document
| Symptoms |
| Cause |
| Solution |
| References |