Email Center Auto Procressing- Create SR Fails - The value "1" for parameter p_status_id is invalid (Doc ID 1993540.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Administration

When attempting to use Auto Processing Rules in Email Center to Create an SR based on inbound emails
the following error occurs.

ERROR
-----------------------
Create SR: status : E l_msg_data : CS CS_API_ALL_INVALID_ARGUMENT N API_NAME CS_ServiceRequest_UTIL.Validate_Status N VALUE 1 N PARAMETER p_status_id sr id :
Error in sr creation is API Programming Error (CS_ServiceRequest_UTIL.Validate_Status): The value "1" for parameter p_status_id is invalid.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create Auto processing rule
2. Send in emails
3. No SR created and emails remain in iem_rt_preproc_emails and do not show up in Supervisor Queue.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot create SR's linked to inbound emails. Effects productivity of Agents

 

NOTE

This issue is described in My Oracle Support's Note How to Debug Auto-Processing Issues with Email Center. (Help with failing Auto Service Request creation) (Doc ID 1427925.1)

This note had been reviewed and the UI set up was all correct and in place.

 

 

Cause

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