Service Request Group and Owner is not defaulted based on profile option setup

(Doc ID 1644837.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Information 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
-----------------------
“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
-----------------------
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

Cause

Sign In with your My Oracle Support account

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

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms