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

Last updated on JANUARY 13, 2017

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.
***Checked for relevance on 13-MAR-2010***

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.

Changes

 

Cause

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