iSupport - Create Service Requests: Groups Owners are not assigned (Doc ID 1151583.1)

Last updated on AUGUST 18, 2016

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 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.

EXPECTED BEHAVIOR
-----------------
Group Owner should be assigned successfully to the Service Request.

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

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