Case Is Assigned to Unavailable Provider Group (Doc ID 2062143.1)

Last updated on OCTOBER 01, 2015

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.2 and later
Information in this document applies to any platform.


Case is getting assigned to a Provider Group even when the Provider Group which has a holiday setup, there is no indication/warning.

Expected Behaviour: Unavailable/ on Holiday Provider Group should not be assigned.

Based from Peoplebooks:
If the date that an assignment search is performed corresponds to a holiday for a provider group, the system indicates that the provider group is unavailable for assignment.

Steps to Reproduce:
1. Logon to CRM 9.2 as VP1
2. Create a Holiday Schedule
3. Open the Provider Group setup and attach the Holiday Schedule created in step # 2.
4. Create a HR Self Service Case
5. Open the case and notice, it is still assigned to the Provider Group with Holiday Schedule setup.


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