Service Request Escalation Owner Is Defaulted To The Default Owner Instead Of Using The Owner Defined In The Territory (Doc ID 2257420.1)

Last updated on APRIL 20, 2017

Applies to:

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

Symptoms

Escalations are getting created with the default escalation owner, rather than retrieving from the escalation owner defined in the territory.
This is occurring for escalation generated by service requests where the territory_id value is null.

Changes

 

Cause

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