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 23, 2018

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 for service requests where the territory_id value is null.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms