18658861: Could Not Default Task Owner Based On The Profile Option Values To Group Resource (Doc ID 1667376.1)

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.

Goal

After creating a group in CRM Administrator to assign Service Request, Tasks to in the Customer Support Specialist or Field Service Technical Portal responsibility via the profiles:

Service: Service Request Task Owner Auto Assignment Level: Group
Service: Default Service Request Task Owner Type: Group Resource
Service: Default Service Request Task Owner: Custom Group

The Tasks are not getting assigned to the Group in the profile and instead are assigned to, 'Employee Resource' and the resource logged in to the application.
From forms this works as expected.

Solution

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