Batch Assignment assigns Service Request record to the same Owner even assignment rules passed (Doc ID 1663484.1)

Last updated on JANUARY 03, 2023

Applies to:

Symptoms

On : 8.1.1.10 [23021] version, Assignment Manager

Batch Assignment task does not assign any Service Request records that have the assignment rules passed.
The Service Request Owner still shows the same owner who is SADMIN.

Batch Assignment task should assign Service Request records to the qualified employees who should not be SADMIN based on the passing assignment rules.

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

1. The Service Request Assignment Object is the one comes with Siebel vanilla repository.
2. Create an assignment that has criteria on Service Request assignment object.
3. Release the rule.
4. Run Batch Assignment task with the following parameters:
Object Where Clause: where row_id in(select row_id from siebel.s_srv_req where OWNER_EMP_ID='0-1' and X_TMS_ASSIGN_TO='Field')
Assignment Object Name: Service Request

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.