CS_SECURITY_UTL Error When Creating Service Request With Task Template (Doc ID 2166557.1)

Last updated on AUGUST 16, 2016

Applies to:

Oracle Teleservice - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Setup flow,

When trying to create Service Request with task template and Service System Parameters to 'Standard Security', getting below error

Error Details
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"nullAPI Error (CS_SECURITY_UTL. l_api_name): The task owner doesn't satisfy service security rules. please choose an owner with proper privileges. Error occurred while raising event for task id yyyy. Task yyyy is invalid.
Please enter a valid task ID. CS_SR_TSK_CREATE_TASK_FAILED (TASK_TEMPLATE_GROUP = yyyy)

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Create a Task template group. Navigation: Service (R) -> Setup -> Task Management -> Task template.

2. Map the task template to Request type. Navigation: Service (R) -> Setup -> Mapping -> Task Template Mapping

3. Set the profile option "Service: Auto Generate Tasks on SR Create" to 'Task Template Mapping'

4. Using below navigation, set the Service System Parameters to 'Standard Security'
Service (R) -> Setups -> Rules -> Service System Parameters

5. Navigate to Customer Support Specialist (R) -> Agent Dashboard. Create the Service Request with the request type for which task template is mapped.

Changes

 

Cause

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