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Service HTML: Task Template Territory Integration - Issue with Task Ownership (Doc ID 1903664.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

The Task Owner of Tasks created via Templates in Service HTML, is populated with an Individual Owner instead of the expected Group.
Tasks should be assigned automatically based on Territory setups.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 - Query existing SR
 - Navigate to Tasks
 - Create a Task using Template

 => Before hitting the 'Apply' button, the Owner is already populated, and it is INDIVIDUAL.

What is Working:

It works in TeleService (SR form).

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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