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CRM Notification Updates Are Showing As Wrong User In CSXSRISR Log And Notes (Doc ID 1664529.1)

Last updated on JULY 14, 2020

Applies to:

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


When attempting to update the notification for a user that has been end-dated the following error occurs.


CS_ServiceRequest_PUB.Update_Status(p_user_id=>14979, p_org_id=>101, p_request_number=>5365643, p_status_id=>104, p_msg_data=>API Programming Error (CS_ServiceRequest_UTIL.Validate_Who_Info): The value "14979" for parameter p_last_updated_by is invalid.) Wf_Engine_Util.Function_Call(cs_wf_activities_pkg.UPDATE_STATUS, SERVEREQ, 5365643-6392817, 209644, RUN)

Steps to Reproduce

Login as User A and create a Service Request with no group and Owner with SR Type linked to default SERVEREQ Workflow: Call Support and Auto Notification flag on)
Log out and log back in
Worklist will show the new notification for the new SR created by User A
Go to System Administrator responsibility and end date the User A by going to Security > User > Define
Double click and open the Workflow notification from the worklist for SR created, add a Comment and click Resolved.
Notification will disappear from the Worklist
Now go to Workflow Administrator Web Applications > Status Monitor > Workflow Type -  Service Request > Go
Will see the workflow with this SR number in Error.
Opening it shows the error

NOTE: In the <images or examples> <above or below> and/or the attached document, user details / company name / address / email / telephone number represent a fictitious sample (based upon made up data used in the Oracle Demo Vision instance).  Any similarity to actual persons, living or dead, is purely coincidental and not intended in any manner.




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