Service Request Territories Not Assigning As Expected For Certain Postal Codes

(Doc ID 1988277.1)

Last updated on MARCH 23, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.


In 12.1.3, created territory using Postal codes does not assignment territories in Service Request form.

Steps To Test
1. Create parent territory
Navigate > Territory Management responsibility > Territory Administration > Territories > select operating unit > select usage= Service
setup Parent territory, rank= 10, enter valid group > enter matching attribute = Country 'United States'

  Setup parent territory , rank = 9, enter valid group > enter matching attribute = Request type and Request status

  Setup parent territory, rank= 8

  Setup parent territory, rank= 7
  child territory, rank= 6, enter valid group > enter matching attribute = Postal Code= 73618

2. Run STAR program in total mode for usage= Service...STAR completes successful

3. Navigate > Service > query service request , go to request type= Dispatch, request status= Hardware, verify postal code = 73618 notice group field is not populated and if click Assignment Manager icon, no resource found


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