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'Site Number' Not Working As A Qualifier For Assignment Manager. (Doc ID 1592156.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

Require the ability to use 'Site Number' as a qualifier for assignment manager.
The qualifier is available in the Territory setup, however the Service Request form does not pass any value for this qualifier to territories (via Assignment Manager).
As a result, Territories setup with the Site Number qualifier are never picked up as winning Territories.


Expected Behaviour:
Expect the group to be assigned by the Assignment Manager once the SR has been saved when using Site Number as a qualifier.

Steps to Reproduce:

  1. Create a territory  with  site number as qualifier  and assign resources group and owner.
  2. Create an SR and save it , It should automatically populate the group and owner based on the site number qualifier done in territory setup.                          
  3. In the same way for task also it should populate the resources based on the site number qualifier.
  4. Assignment Manager also shows no resource.



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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