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Incorrect Territory Routing Is Picked Based On SR Status For iSupport SRs And Task Owner Is Wrongly Set On The SR. (Doc ID 2606025.1)

Last updated on NOVEMBER 01, 2019

Applies to:

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


On : 12.2.6 version, Service Request

When the iSupport SR status is 'Cust Updated' which is the default status(as per profile option) for iSupport SRs updated by customer the
task gets assigned to incorrect resource as per the Territory structure

Expect the Tasks created for status SR 'Cust Updated' to be assigned to correct owner as per the Territory structure

The issue can be reproduced at will with the following steps:

1) iSupport (R)
2) Create SR - Customer updates SR as soon as it is created (Task is not created at this time). SR goes to Cust Updated status.
3) Workflow process runs and Task gets created in In Planning status for the SR which is now in Cust Updated status.
4) Different territory routing is picked based on SR Status and Task Owner is "wrongly" set on the SR.

Due to this issue, users cannot get the correct Task assignments for the iSupport Service Requests


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