Using Auto Task Creation From Service Request Task Is Assigned To A Group Instead Of an Employee Resource

(Doc ID 1301301.1)

Last updated on AUGUST 01, 2017

Applies to:

Oracle Teleservice - Version 12.0.4 and later
Information in this document applies to any platform.
***Checked for relevance on 12-Dec-2013***


On Service Request Form

While using auto task for Service Request creation the task is assigned to a Group instead of an Employee Resource even when profile option "Service: Service Request Task Owner Auto Assignment Level" is set to Individual

The task should be assigned to the employee resource group defined in the territory.

The issue can be reproduced at will with the following steps:
1.Define a territory for Service Request and Tasks with a Group and an Employee Resource.
2.Configure auto task for Service Request creation.
3.Create a new Service Request
4. Auto Task is created but is assigned to the Group resource instead of an Employee resource.


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