Service Request Group and Owner is not defaulted based on profile option setup
(Doc ID 1644837.1)
Last updated on SEPTEMBER 12, 2023
Applies to:
Oracle Customer Support - Version 12.1.3 and laterInformation in this document applies to any platform.
Symptoms
On : 12.1.3 version, Create Service Request
In Customer Support Specialist, when attempting to default Group and/or Owner for a new SR based on profile option setup using the "Automatically Assign" option,
the SR gets created but without group/owner. Also, the following error is displayed:
ERROR
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“nullNo resource found. Please try again.No resources found. Please try again.Automatic assignment API did not return a valid resource for this assignment.”
STEPS
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The issue can be reproduced at will with the following steps:
1. Set a value for profile options "Service: Default Group Owner for Service Requests" and/or "Service: Default Service Request Owner"
2. In Customer Support initiate a new SR creation
3. Select "Automatically Assign" option
4. The SR gets created but without group
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |