Service Request Escalation Owner Is Defaulted To The Default Owner Instead Of Using The Owner Defined In The Escalation Territory
(Doc ID 2257420.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.1.3 and laterInformation 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 for service requests where the territory_id value is null.
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |