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Service Requests Are Not Being Assigned To The Correct Owner (Doc ID 391254.1)

Last updated on APRIL 09, 2022

Applies to:

Oracle iSupport - Version 11.5.10.2 to 12.2 [Release 11.5 to 12.2]
Oracle Teleservice - Version 11.5.10 and later
Information in this document applies to any platform.
ibuSRDetails.jsp
CSXSRISR.fmb


Symptoms

Service Requests created from iSupport or TeleService are not being assigned to the correct Owner, according to the Territory configurations.

Steps To Reproduce:
- Setup the Territories
- Set profiles 'Service : % - Automatic Assignment of Owner' to 'Yes' to the proper levels.
- Create a Service Request

Result:
The Service Request is created successfully but the Owner information is not populated.

Cause

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In this Document
Symptoms
Cause
Solution
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