My Oracle Support Banner

Territory Assignment Not Working When Using Transaction Qualifier "Customer Name" (Doc ID 1532834.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 10.5.10.2 and later
Information in this document applies to any platform.

Symptoms

On : 11.5.10.2 version, Service automation

ACTUAL BEHAVIOR
---------------
After create a territory with Transaction Qualifier "Customer Name", Assignment Manager is not retrieving any resource from that territory when using the same customer name.

EXPECTED BEHAVIOR
-----------------------
Assignment Manager should retrieve the resources defined in the territory

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a territory with Transaction Qualifier "Customer Name" and assign a customer name
2. Assign a resource to that territory
3. Execute Generate Territory package concurrent program
4. In Service Request form create a new SR using the same customer name defined in the territory
5. In the Owner field open the Assignment Manager
6. Assignment Manager is not retrieving the resource defined in the territory


Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.