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Unable to assign incidents to other groups using specific profile
Answer ID 5482   |   Last Review Date 03/18/2019

Why am I unable to assign incidents to other groups using a specific profile?

Environment: 

Profile Permissions
Oracle Service Cloud

Resolution: 

The Assignment options in the Service tab of the profile define whether staff members with this profile are available for record assignment and whether they can assign records to other groups.

The 'Appears in Menus' check box will display staff accounts associated with this profile in assignment menus when adding or editing incidents and answers.  If cleared, staff members with this profile are not available in the Assigned drop-down menu.

The 'Assign to Other Groups' check box allows agents with this profile to assign incidents and answers to other groups.  If cleared, the Assigned drop-down menu when adding and editing incidents and answers contains only those selections from the staff member’s group.


For additional information, refer to the 'Select Service permissions' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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