Service: Profile Option 'HR: Security Profile' Affects Notification Rules (Doc ID 1068219.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.0.6 to 12.1.3 [Release 12 to 12.1]
Information in this document applies to any platform.
***checked for relevance on 16-OCT-2013***

Symptoms

When a HR Security profile is set for the responsibility for CRM Service Request, the workflow for the notifications for the service request runs into an error:

CS_WF_SR_CANT_FIND_OWNER.

When Service Request is created or updated, then the SERVEREQ  workflow errors out with the following error message :
.
 Error Name CS_WF_SR_CANT_FIND_OWNER
 Error Message [CS_WF_SR_CANT_FIND_OWNER]
 Error Stack  eg:
 CS_WORKFLOW_PUB.Get_Employee_Role(p_employee_id=>109386)
Wf_Engine_Util.Function_Call(CS_WF_AUTO_NTFY_UPDATE_PKG.GET_REQU
 EST_ATTRIBUTES, SERVEREQ,698-737-EVT, 145654, RUN)


Steps to Reproduce
 Create SR => SERVEREQ workflow error on emails (sometimes)


With the security profile turned off, the notifications are sent successfully.

Cause

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