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Service Requests: Can Auto-Assignment (SR Owner) Be Based on Covered Site? (Doc ID 2433012.1)

Last updated on AUGUST 08, 2018

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.

Goal

Need to set up territories so that Service Request owner field will be populated at time of creation based on Install (Covered Site).
Since Covered Site is not part of seeded qualifiers, Territories have been set up based on Postal Code.

When a new Service Request (SR) is created:
Is there a way to default the SR owner based on Postal Code of Covered Site instead of customer address postal code?
 

Solution

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