TeleService: Issues Involving Service Request API - CS_ServiceRequest_UTIL, CS_SERVICEREQUEST_PUB, Procedure Validate_Type (Doc ID 2026296.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

While performing different activities (using standard functionality or implementing customizations involving calls to the Service API), users may encounter the following error:

* Scenario 1 - When responding to a Notification through Worklist once Service Security is switched ON:

  a) Open a SR Notification in Worklist on Home Page with Service Security switched on.
      Respond to the notification and the following error occurs:

          Item Type = SERVEREQ
          Item Key = 12345-1111
          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=>4488, p_org_id=>101, p_request_number=>4199029, 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, 12345-1111, 207784, RUN)"

  b) Custom development:
     When updating a Work Order, the Status of a related Service Request associated to a Work Order should be updated from 'Open' to 'Close'.
     The Notification of the Custom Workflow shows an error.

         API Called: EAM_WO_CHANGE_STATUS_PVT.CHANGE_STATUS Error Message from API: Error While changing Service req status.
         The Error Message from API is:
         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

* Scenario 2 - Running the Service Request API using a concurrent program:

  The FND_GLOBAL.conc_request_id is not picking up the correct Request ID, instead returning -1.

* Scenario 3 - Running the Service Request API to create or update Service Requests:

  a) When attempting to use the CS_ServiceRequest_PUB.Create_ServiceRequest API, the following error occurs:

      Error:

       CS_API_SR_UNKNOWN_ERROR N P_TEXT CS_ServiceRequest_UTIL.Validate_Type
       ORA-20001: Oracle error -20001: ORA-20001: Oracle error -2074: ORA-02074: cannot SET NLS in a distributed transaction has been detected in fnd_global.set_nls.set_parameter('NLS_LANGUAGE','AMERICAN').

  b) When attempting to use the CS_ServiceRequest_PUB.Update_ServiceRequest API to close Service Requests, the following error occurs:

      Error:

      Invalid type.
      Given type is either end dated or does not exist as a valid type.
      API Programming Error: CS_ServiceRequest_UTIL.Validate_Type

Cause

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