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Assigning Service Requests

When you create a service request, the owner field is blank. You can either assign the owner manually or, if your company uses the assignment manager and the Service Request record type is configured for the user mode or mixed mode of record ownership, then the service request can be automatically assigned to an owner when the request is first saved. For more information about record ownership modes, see About Data Access, Record Sharing, and Record Ownership.

NOTE: The assignment manager can reassign records only to users. It can reassign records only if the record type is configured in the user mode or mixed mode of record ownership. If there is a primary custom book assigned to the record before the assignment manager reassigns the record to an owner, then the assignment manager removes the primary book from the record. The assignment manager cannot reassign records if the record type is configured in book mode. If you configure a record type in book mode, then it is strongly recommended that you make all rule groups for that record type inactive.

If a service request has already been assigned and your access levels permit you to do so, then you can reassign the request by changing the owner name or the primary custom book on the request. In addition, if your company uses the assignment manager and the Service Request record type is configured for the user mode or mixed mode of record ownership, then you can reassign a service request to a new owner in one of the following ways:

  • Select the Reassign Owner check box on the request.
  • Delete the owner name or the primary custom book from the request.

Selecting the Reassign Owner check box or deleting the owner or primary custom book name triggers the assignment manager to process the service request again and assign it to an owner according to the rules set up by your company.

NOTE: If a service request has a status of Closed, then the assignment manager ignores the service request, and it is not reassigned. Also, the processing time for reassigning records can vary depending on the complexity of your company's assignment rules, the number of records to be reassigned, and current system load.

To manually assign a service request

  1. Select the service request that you want to assign.

    For instructions on finding service requests, see Finding Records.

  2. On the Service Request Detail page, click Edit.
  3. On the Service Request Edit page, position your cursor in the Owner field or Book field, click the Lookup icon, and then select a new owner or book in the Lookup window.
  4. Save your changes.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.