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Agent Dashboard: Changing the Service Request Type Causes Assigned Group To Change (Doc ID 605619.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 11.5.10.2 and later
Information in this document applies to any platform.

Goal

In Agent Dashboard > Update Service Request page:
If you change the Service Request Type, the Assigned Group will change as well.

However, if you do a similar test in the Service Request form, changing the Service Request type will NOT change the Assigned Group.

Is this the intended functionality?

Solution

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In this Document
Goal
Solution

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