Configure Automatic Assignment of a Task Owner

Oracle TeleService has a profile option "Service: Real-Time Automatic Assignment of Service Requests in Agent-Facing Applications" which controls the automatic assignment of the service request and task owner fields. If this profile option is turned on, then the task owner assignment is also controlled by the automatic assignment process.  During the automatic creation of tasks, the business requirement is to default value of the task owner from the "Service: Default Task Owner on the Service Request Tasks tab" profile option, which is typically a common group resource.

You can now configure the default task owner to be set to a common group resource, with such derivation taking precedence over the automatic task assignment process based on the Territory Management setup. You can enable this by setting the new profile option Service: Use Default Task Owner Profile in Automatic Task Generation to Yes. The defaulting logic then uses the value set in the profile option Service: Default Service Request Task Owner. 

Process Flow

The process flow is as follows:

Set the New Profile Option

The following screenshot describes the profile setup that is necessary for this enhancement. 

  • The default task Owner type is set to Employee Resource and the default task owner is set to Bramer, Fred. 
  • The new profile introduced for this enhancement request "Service: Use Default Task Owner Profile in Automatic Task Generation" is to Yes.

Profile Options

Set Up Automatic Task Generation

To set up the Automatic Task Generation process, first define the Task Template mapping as shown in the following screenshot. This screenshot shows the Task Template Mapping setup. This example uses the “Installation” service request type to which the “Installation” task template is mapped.

Auto Task Setup

Set Up Tasks for Task Template

Set two tasks for the task template installation:

  • Install Hardware 
  • Install Software. 

When you create a service request with the Request Type as Installation and save, the Automatic Tasks Generation process is initiated, and the process creates two tasks. Go to the Tasks tab in the Service Request window that shows two tasks that are created, and both the tasks are assigned to Bramer, Fred according to the setup.

Service Creation and Task Details

SR Creation and Task Deails

Steps to Enable

  • Set the profile "Service: Use Default Task Owner Profile in Automatic Task Generation" to Yes 
  • You can set the profile option at all levels namely Site, Application, Responsibility and User level. By default, this profile is set to No.

Key Resources

Oracle TeleService Implementation and User Guide

  • Chapter: User Interfaces in Contact Center and Service Request Module
    • Topic: System Profile Options for Service Requests