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***

Symptoms

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

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

STEPS
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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.

Cause

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