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Task Assignment Is Not Honouring Territory Rules In HTML Pages (Doc ID 2722335.1)

Last updated on OCTOBER 22, 2020

Applies to:

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

Symptoms

On : 12.2.6 version, Agent Dashboard

ACTUAL BEHAVIOR
---------------------------
The SR HTML pages do not honor Territories during Task Assignments. The same functionality is working as expected in forms. Enabled automatic task generation process on Service Request status change and also enabled territories so that the task generated should get automatically assigned to certain group resource based on Territory Rules setup. The task generated through HTML pages gets automatically defaulted on the basis of profile values such as "Service: Default Service Request Task Owner" and "Service: Default Service Request Task Owner Type" instead of Territory Rules.

EXPECTED BEHAVIOR
-----------------------
Expect the Task Assignments to follow Territory Rules rather than default on the basis of profile values.


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

1) Customer Support (R)
2) HTML Service Requests - create service request and change status of the SR
3) Task Generated on basis of SR status
4) Task assigned based on Profile values and not based on Territory Rules

Due to this issue, users cannot automatically assign tasks based on Territories

Cause

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In this Document
Symptoms
Cause
Solution
References


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