Service Request Form: Automatic Owner Assignment For Service Request and Tasks Always Uses Preferred Resource From Install Base or Contract (Doc ID 1517989.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
---------------

During Auto Owner assignment for service requests and tasks, if a preferred resource is available from the Install Base instance or the Contract, this resource is always used for the Owner assignment.

Even when the Profile options:
"Activate Installed Base Preferred Resources"
"JTFAM: Activate Contracts Preferred Resources"

are set to No, the Preferred resources are still used.

 

When the Owner assignment is done manually using the Assignment Manager window, the Preferred resources are not returned if the above 2 profiles are set to No.

Cause

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