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11i Service Territories: "Component / Subcomponent" Transaction Qualifiers Are Not Working (Doc ID 1492405.1)

Last updated on JULY 21, 2020

Applies to:

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.
CS_SR_USE_COMP_SUBCOMP

Goal

Trying to use the "Component / Subcomponent" transaction qualifier to assign all Service Requests logged against an Installed Base Instance which includes a specific component, to a specific Resource Group.
After ranking the Territory high to make sure it gets picked up, for some reason, the system is still ignoring that Territory and going through another one to assign a Resource Group to the SR.

Solution

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In this Document
Goal
Solution


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