Assignment Manager Not Considering Calendar For Group Assignments At SR Level
Last updated on AUGUST 30, 2017
Applies to:Oracle Territory Management - Version 12.1.3 and later
Information in this document applies to any platform.
We would like to have Assignment Manager consider Calendar availability for Group Assignments as well at the SR Level
we are using a Third party Group in the same Territory with an Internal Group and the respective members within the Internal Group to assign task where the Internal Group. The TPO is not getting picked up for assignment. The Task is being created outside of the Internal Resource (Shifts) e.g. after hours and the TPO is suppose to cover during After Hours in this use case.
The fundamental business challenge that we are trying to solve is route work to the Primary Group until they no longer have availability based on load and or calendar, and automatically route to the Third Party Group Resource when the Primary Group Resource is maxed out or when the scheduled time is outside of the internal groups calendar.
We would like the ability to have multiple groups within the same territory for SR Assignment.
The current code base doesn't support multiple CRM Resource Groups within a single Territory. So we want the ability to add validating such that the Assignment Manager checked the Calendar of the Group Resource.
Territory A Includes Group Resources:
Group Resource I Available: 9 - 5 PM PDT MTWRF
Group Resource II Available: 5:01 - 8:59AM PDT MTWrF
So we would like to have the assignment manager consider the calendar when doing Group Assignments at the SR level.
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