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Does a change of category by an Service Request help desk agent trigger a queue change? — Cloud Customer Connect
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Does a change of category by an Service Request help desk agent trigger a queue change?

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Summary:

Does the change of a category from the SR edit page made by an HRHD agent trigger the change of the queue?

Content (required):

If an agent change the SR's category from the detail page of the SR and that category is linked through assignment rule to a queue, will the SR automatically move to the queue connected with the category? the Assignment rule are set 1:1, Category: Queue

Version (include the version you are using, if applicable):

Oracle Fusion Cloud Applications 23B (11.13.23.04.0)


Best Regards

Gianfranco

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