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Service Request Escalations: Error CS_SR_CANT_FIND_SUPERVISOR When No Supervisor is Set Up for Notifications (Doc ID 301852.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Goal

When a Service Request is escalated, the supervisor (*) will be notified of the escalation.

a) Which Supervisor is the notification supposed to go to: SR Owner or SR Creator' Supervisor?

b) Which person (owner/creator) should get the error message when the supervisor is missing?

(*) NOTE: The Supervisor is set up as follows:

(R) Human Resources
(N) People > FastPath > Assignment
- Query for the person who is the SR Owner. The Assignment window will open
- Go to the Supervisor tab.

The Supervisor must have:
  - A valid workflow role and
  - A valid FND User assigned

If this is not setup correctly then there is a notification with the error.

Solution

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