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CS_SR_SECURITY_UTIL.SECURE_SR_TASK_OWNER when auto-creating Tasks with Standard Security Enabled (Doc ID 1077332.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 12.0.0 and later
Information in this document applies to any platform.

Symptoms

When the Standard Service Request Security feature is switched on in Service, the user is getting the following error when saving an SR with automatic task creation through Contact Center:

API Error (CS_SR_SECURITY_UTIL_SECURE_SR_TASK_OWNER). The task owner does not satisfy service security rules. Please choose an owner with proper privileges.

The error only occurs for Service Requests that automatically create and assign tasks, either based on the SR type, or the answer of additional attribute questions. Also, if the Standard Security feature is switched off then SR creation works as expected

STEPS
=====

1) Enable Security
(R) Service
(N) Setup > Rules > Service System Parameters
Service Request Security - Standard Security

2) Create Service Request with associated automatically created task(s)
(R) Service
(N) Customer Management > Contact Center
Query back/create a customer

create new SR that has associated automatic task creation.
Summary = <enter SR Description>

If profile option Service : Auto Generate Tasks on SR Create = Task Type Attribute Configuration
    Click on Attributes button and enter details required to create tasks.

3) Save Record

The issue can also be created via the (R) Service (N) Service Request > Create Service Request Form

 

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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