SR Assignment is Failing For Serial Numbers Covered By Warranty Instead Of Service Agreement

(Doc ID 2341572.1)

Last updated on DECEMBER 20, 2017

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6 version, Service Request Form

ACTUAL BEHAVIOR
---------------

When a Service Request is created by selecting Entitlement Contract (Service Agreement) the SR is correctly assigned to the correct group as defined by the territory setup.
When a Service Request is created selecting Warranty Contract the SR is assigned to the incorrect group based on the territory setup.

Territory setup is the same for both Service Requests and it is expected that the SR will get routed to same group in both scenarios.


EXPECTED BEHAVIOR
-----------------------
Service Request territory assignment should assign the group/resource based on highest ranking territory.



Cause

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