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Error Responding To Notifications Through Home Page Worklist When Service Standard Security Is Switched On (Doc ID 1484966.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

When responding to an SR notification through Worklist on Oracle Home Page once SR Security is switched on, the following error occurs:

ERROR
-----------------------
"An Error occurred in the following Workflow.
Item Type = SERVEREQ
Item Key = 4199029-3104064
User Key =
Error Name = CS_SR_CANT_UPDATE_STATUS
Error Message = [CS_SR_CANT_UPDATE_STATUS]
Error Stack =
CS_ServiceRequest_PUB.Update_Status(p_user_id=>12345, p_org_id=>101, p_request_number=>54321, p_status_id=>104, p_msg_data=>API Error (CS_ServiceRequest_UTIL.Validate_Type): Possible reasons for the error include:
- Responsibility does not have access to the SR Type.
- Given SR Type is invalid
API Programming Error: CS_ServiceRequest_UTIL.Validate_Type.)
Wf_Engine_Util.Function_Call(cs_wf_activities_pkg.UPDATE_STATUS, SERVEREQ, 4199029-3104064, 207784, RUN)"


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Map Service Request Types to Responsibility
2. Turn on Standard Security
3. Raise Service Request
4. Login to Oracle Home Page as owner of the service request to view SR notification
5. Open SR notification in Worklist on Home Page
6. Respond to notification

The problem happens when the notification is accessed using the Home Page Worklist without selecting any responsibility first.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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