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

Last updated on DECEMBER 09, 2020

Applies to:

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

Changes

Cause

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