Last updated on OCTOBER 19, 2016
Applies to:Oracle Customer Care - Version 11.5.10 and later
Oracle Teleservice - Version 11.5.10 and later
Information in this document applies to any platform.
***Checked for relevance on 09-May-2010***
The Service Application is automatically doing the following when saving a Service Request (SR) in TeleService:
1. Automatically generates the Service Request Owner using Territory Manager
2. Automatically generates a Task
However, when the Service Request API is used, the automatic Task creation does not work although the SR flags in the API are set to true.
The Owner is selected correctly.
1. Create a Service Request in TeleService (Service Request or Contact Center Form - SR Tab)
=> The owner is automatically assigned and a task is automatically created.
2. Create a Service Request through the Create SR API.
=> The owner is assigned but the Task is not created.
Profile Option 'Service: Auto Generate Tasks on SR Create' is set to 'Task Type Attribute Configuration'.
Sign In with your My Oracle Support account
Don't have a My Oracle Support account? Click to get started
Million Knowledge Articles and hundreds of Community platforms