iSupport - Create Service Requests: Groups Owners are not assigned

(Doc ID 1151583.1)

Last updated on AUGUST 18, 2016

Applies to:

Oracle iSupport - Version to 12.1.3 [Release 11.5 to 12.1]
Oracle Teleservice - Version 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 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
 - Save
 - Navigate to TeleService (Service Request Form) and see that the Group Owner has not been populated.

Group Owner should be assigned successfully to the Service Request.

- 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.


Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms