TeleService: Error Creating or Updating Service Requests (business_process_id)

(Doc ID 2098269.1)

Last updated on MARCH 07, 2017

Applies to:

Oracle Customer Care - Version 12.2.4 and later
Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

After updating a Service Request and saving it (in the main Service Request form or in the Contact Center > Service Request Tab), an error is displayed.

Error:

API Programming Error
(CS_ServiceRequest_PVT.Update_ServiceRequest): The value "" for parameter business_process_id is invalid.

or

API Programming Error
(CS_ServiceRequest_PVT.Create_ServiceRequest): The value "" for parameter business_process_id is invalid.

Steps:

(R) Service
(N) Service Requests > Create Service Request

or

(R) Service
(N) Customer Management > Contact Center

 - Navigate to the SR Tab
 - Change value for the SR
 - Save

=> The error above is displayed

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms