HTML SR Creation: Assigned Group Name Field Manually updated Disappears When Saved. (Doc ID 2043533.1)

Last updated on SEPTEMBER 06, 2016

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

When creating Service Request via CS HTML 'Customer Support ' UI, and populate manually the 'Assign to Group' field, then saved the data, the 'Assign to Group' value disappears.

This should occur due to the Territory assignment flow, while in Service form UI, the 'Assign to Group' is not overwritten by the territory assignment.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. (R) Customer Support Specialist
2. In Customer Support initiate a new SR creation
3. Select "Automatically Assign" option
4. Populate manually the 'Assign to Group' field, then save.

 The 'Assign to Group' value disappears

 

Changes

 Expected behavior .

Cause

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