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Assignment Manager Reassigns Service Request Multiple Times (Doc ID 1991576.1)

Last updated on DECEMBER 02, 2016

Applies to:

Siebel Assignment Manager - Version 8.0.0.13 [20448] and later
Information in this document applies to any platform.

Symptoms

On : 8.0.0.13 [20448] version, Assignment Manager

ACTUAL BEHAVIOR
---------------
While running Assignment Manager, every time the service request record is getting re-assigned to new owner.

EXPECTED BEHAVIOR
-----------------------
The assigned Service Request should not be re-assigned automatically whenever the SR gets updated.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to application
2. Create new Service request.
3. SR gets assigned automatically based on the criteria and AM rule defined.
4. Update any of the SR fields (change the SR status or other field)
5. Its observed the same SR gets re-assigned now.

BUSINESS IMPACT
-----------------------
Due to this issue, same SR is moving to different users which leads to lack of progress.



Cause

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