Service Territories - Automatic Assignment Of Service Request Fails If State Attribute Is Used As A Geography Qualifier (Doc ID 2156662.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Territory Assignment

Automatic assignment of service request fails if state attribute is used as a geography qualifier

We setup territories to assign service requests to groups using state as an attribute in "Create Territory: Define Geography" page in Territory Management.

The state attribute we used was set up in the CS_STATE lookup.

When a service request is created with an incident address that has the state value ( and the request type attribute included in the territories setup), the system returns the following error message:



ERROR
-----------------------
No resources found. Please try again. Automatic assignment API did not return a valid resource for this assignment. (API_NAME=CS_SERVICEREQUEST_PVT.vldt_sr_rec)



STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. We setup territories to assign service requests to groups using state as an attribute in "Create Territory: Define Geography" page in Territory Management.
2. The state attribute we used was set up in the CS_STATE lookup.
3. When a service request is created with an incident address that has the state value ( and the request type attribute included in the territories setup), no resources are found.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, service requests are not being assigned correctly based on territories.

Cause

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