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Service Request Assignment process doesn't trigger

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edited Sep 3, 2020 5:00AM in B2B Service 6 comments

Summary

Service Request Assignment process doesn't trigger

Content

Hi Experts,

We wrote before-insert trigger on SR object to set the status of Service Request to "Pending Manager Action" (status type=New) when SR is created for specific categories from DCS portal.

Now the issue is that when SR is created from DCS for these specific categories, status is set properly but SR assignment is not happening. However, it is working when SR is created for any other category from DCS.

Even If I directly create SR from Fusion application, SR assignment process works as expected for all the categories.

Any thought what is stopping SR assignment when it is created from DCS??

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