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How To Automatically Assign Service Requests Only To a Group Owner (Doc ID 579708.1)

Last updated on AUGUST 14, 2023

Applies to:

Oracle Teleservice - Version 11.5.10 and later
Information in this document applies to any platform.


This note describes the setup needed to automatically assign a Service Requests (SR) to only a Group owner, keeping the Owner field empty.

With the SR auto assignment organized like this users in a particular group will see the SRs appearing in their Universal Work Queue and the first available user can take the SR.


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