Assignment Manager Is Not Taking Assignment Criteria Column Into Consideration If Column Is Blank

(Doc ID 2324622.1)

Last updated on NOVEMBER 03, 2017

Applies to:

Siebel CRM - Version 8.1.1.9 [23016] and later
Information in this document applies to any platform.

Goal

If 2 Assignment Skills are there with Customer Segment(Assignment Criteria Column) as NULL and ELITE, the Service Request is not taking the column value into consideration. The SR is getting assigned to the Organization which is there in the Assignment Skill that comes first in the sequence.
When the NULL is replaced by some value like "NA", the SR assignment is happening correctly.
Is there any way we can change this?
 

Solution

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