API Error (CS_ASSIGN_RESOURCE_PKG.Assign_ServiceRequest_Main). Unable to assign Service Request Group. (Doc ID 789706.1)

Last updated on APRIL 01, 2016

Applies to:

Oracle Teleservice - Version 11.5.10 and later
Oracle Customer Care - Version 11.5.10 and later
Information in this document applies to any platform.
***Checked for relevance on 28-Jul-2014***


Symptoms

In the Service Request form, when try to use auto assignment only for Service Request Owner, the following error occur

ERROR
API Error (CS_ASSIGN_RESOURCE_PKG.Assign_ServiceRequestMain): Unable to assign the service request to a group. Please check your territory setup or manually assign the service request.

Steps To Reproduce:
The issue can be reproduced at will with the following steps:

1. Create a territory
2. Assign a resource to it
3. Assign Txn Qualifier
4. Ran Synchronize Territory Assignment Rules concurrent program (Release 12) or Generate Territory Package concurrent program (Release 11i).
5. Set Profile Option "Service: Service Request Owner Auto Assignment Level" to Individual.
6. Create a new SR with the same Txn Qualifier used in the territory definition.
Expected a new SR of type Test_SR to be automatically assigned to the same resource defined in the territory. Instead, the reported error occur.

Cause

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