Service Request Assignment: Territories Not Working As Expected When Using State As Qualifier (Doc ID 1676204.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

When using Territory Qualifier 'State', the new territory setup is not pulling in the expected Resources.

Steps to Replicate

1. Setup Territory based on Product Code for instance, and also State as qualifier
2. Create SR with the proper Product Code and State.

=> Individual Resources are not being auto-assigned
=> Also, when opening Assignment Manager, the expected Resources are not retrieved.


Cause

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