Case Management: Case Not Assigning To Default Group (Doc ID 2160494.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

Case Management: Case not assigning to a default Group when user is not selecting any Group manually while creating the Case.

Expected Behavior:

The case should assign to the default Group when no Group is selected.

What is Working:

- Manual assignment of Group works fine.
- HTML Service (Customer Support Specialist) is assigning the Group automatically based on Territory configuration.

Steps:

(R) Case Management
(N) Agent Dashboard
 - Create the case.
 - While creating the case do not select any Group and Individual owner.

Changes

 Applied the below patches:

. Patch 20890029:R12.CSZ.B - CS HTML : CANNOT SAVE THE 'ASSIGN TO GROUP' FIELD VALUE ENTERED MANUALLY.
. Patch 21099087:R12.CSZ.B - 'CREATED BY' SEARCH OPTION NOT AVAILABLE IN ADVANCE SEARCH
. Patch 21095678:R12.IEM.B - LIMITATION ON MESSAGE SIZE PROCESSING IN EMAIL CENTER
. Patch 19846330:R12.IEM.B - R12.1.3 - EMAIL CENTER - FORWARDED EMAIL MISSING CUSTOMER INFORMATION
. Patch 20356142:R12.JTT.B - JAVA.LANG.NULLPOINTER EXCEPTION ON CLAIM LINE DETAIL PAGE WHEN WE OPEN THE LINE
. Patch 21058463:R12.JTT.B - NPE ON EVERMINDHTTPSERVLETREQUEST.GETPARAMETERS RANDOMLY IN ISTORE

Cause

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