iSupport - Create Service Requests: Groups Owners are not assigned
(Doc ID 1151583.1)
Last updated on JULY 21, 2020
Applies to:Oracle iSupport - Version 18.104.22.168 to 12.1.3 [Release 11.5 to 12.1]
Oracle Teleservice - Version 22.214.171.124 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
When creating a new Service Request in Oracle iSupport, the Group Owner does not get populated.
(It may occur with Individual Owner as well).
The following profile options have been set up:
. Service: Default Group Owner for Service Request = <A valid Group Resource>
. Oracle iSupport: Assign Service Request to Default Owners when Auto Assignment is Off = 'Yes'
(R) iSupport Business User
(N) Create SR
- Navigate to TeleService (Service Request Form) and see that the Group Owner has not been populated.
- Service Requests are not assigned, therefore it is difficult to distribute the work among Agents.
- This might have an impact in Universal Work Queue (UWQ) as well, as the Service Requests are not viewable.
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