Service Request: Workflow Error CS_WF_ACTIVITIES_PKG.UPDATE_REQUEST_INFO

(Doc ID 277107.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 11.5.8 to 12.1.3 [Release 11.5 to 12.1]
Oracle Customer Care - Version 11.5.8 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 10-Sep-2013***

Symptoms

After configuring a number of Service Request Types and Configured a Territory to assign the SR's to an owner, The generate territory package has been run.

On creating the SR from the Contact Centre (CIC) the workflow does not complete.
The workflow fails at Node: Update Request Attributes with the following
error: CS_WF_SR_CANT_FIND_OWNER.

The full workflow process error message:
CS_WORKFLOW_PUB.Get_Employee_Role(p_employee_id=>)
Wf_Engine_Util.Function_Call(CS_WF_ACTIVITIES_PKG.UPDATE_REQUEST_INFO,
SERVEREQ, 51292-42932, 126023, RUN)

Cause

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