API Error Due To Profile Option "Service: Real-Time Automatic Assignment "Needs To be a Warning (Doc ID 2087474.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.3 version, Create Service Request Form

When trying to create Service Requests with using Service: Real-Time Automatic Assignment of Service Requests in Agent-Facing Applications” is set to “Yes” and
 
 Service : Include IB Preferred Resource For SR Individual Owner Auto Assignment = “Yes” on site-level
 Service: Include Contract Preferred Resource For SR Individual Owner Auto Assignment = “Yes” on site-level
 Service : Include Territory resource for SR Individual Owner Auto Assignment = “Yes” on site-level
 JTFAM: Resource Search Order = “Both”

the system tries to find the new owner by searching for a preferred resource in both Contract and iBase which are related to the Ticket. When no preferred resource has been maintained, the following error message pops-up.


ERROR
-----------------------
CS_ASSIGN_RESOURCE_PKG.Assign_ServiceRequest_Main: Unable to assign the service request to an individual owner


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Set the following profiles
Service: Real-Time Automatic Assignment of Service Requests in Agent-Facing Applications” is set to “Yes” and
 
 Service : Include IB Preferred Resource For SR Individual Owner Auto Assignment = “Yes” on site-level
 Service: Include Contract Preferred Resource For SR Individual Owner Auto Assignment = “Yes” on site-level
 Service : Include Territory resource for SR Individual Owner Auto Assignment = “Yes” on site-level
 JTFAM: Resource Search Order = “Both”
2. Create Service Request




Cause

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