Teleservice - EBS (MOSC)

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Category field not getting populated for tickets when created from Oracle iSupport

edited Nov 12, 2013 12:37PM in Teleservice - EBS (MOSC) 2 commentsAnswered
 Territory assignments and Task  (auto-creation) setups are based on product category of Service category set.  The Owner Type, Owner field for both SR and task (task is auto created) are auto assigned based on setups when done in Teleservice. The category is also visible in Teleservice.
 But when the ticket is coming from iSupport, category field is not populated. This is resulting in a failure to assign OWNER TYPE, OWNER for the SR and no task is created.

For some reason, category is not coming over from iSupport to Teleservice.  Stuck right now with no progress.

I have checked the profiles for category and also assigned categories to SR type but no change in the outcome

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