Teleservice - EBS (MOSC)

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Assigned group and owner name for case creation

edited Oct 9, 2013 5:23AM in Teleservice - EBS (MOSC) 7 commentsAnswered
Hi,

We are using 'Case Worker'-->'Agent Dashboard'-->'Create Case' page for creating case for a praticular customer. While making a case, we are assigning this to a CRM group and its memeber as 'individual owner'.

Also I have selected 'Automatically Assign' radio button there.

After case creation, assigned group and owner changes and it shows other from what I have assigned while making case. WHy this is happening? Pls clarify it.

I have set profiles 'Service: Default Group Owner for Service Requests' and 'Service: Default Service Request Owner' to default values for a user.

Thanks & Regards,

Gaurav Joshi.

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