iSupport - Create Service Requests: Groups Owners are not assigned
(Doc ID 1151583.1)
Last updated on AUGUST 29, 2023
Applies to:
Oracle iSupport - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
Symptoms
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'
Steps:
(R) iSupport Business User
(N) Create SR
- Save
- Navigate to TeleService (Service Request Form) and see that the Group Owner has not been populated.
Business Impact:
- 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.
Cause
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
| Symptoms |
| Cause |
| Solution |