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

Last updated on FEBRUARY 11, 2021

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.

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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In this Document
Symptoms
Cause
Solution
References

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