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ORA-20002 error when try to cancel active workflow on the Service Request form (Doc ID 2045240.1)

Last updated on AUGUST 15, 2023

Applies to:

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


On : 12.1.3 version, Service automation

When attempting to change the service request owner it cannot be changed because there is an active workflow. But when try to cancel that workflow from the service request Tools menu,
the following error occurs.

ORA-20002: 3103: Attribute 'OWNER_ROLE' does not exist for item 'SERVEREQ/'. in Package CS_Workflow_PUB Procedure Cancel_Servereq_Workflow

The issue can be reproduced at will with the following steps:
1. Go to Service Request form and query the affected SR number.
2. Use Tools1 > Abort Workflow
3. The reported error occurs




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