CS_WF_SR_CANT_FIND_OWNER: Error in SERVEREQ workflow in TeleService because ex-employee is SR owner (Doc ID 413344.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 11.5.10 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.
***Checked for relevance on 26-Apr-2013***


Goal

Why does the SR Workflow (SERVEREQ) is failing with the following message for a particular record:

Error Name CS_WF_SR_CANT_FIND_OWNER
Error Message [CS_WF_SR_CANT_FIND_OWNER]
Error Stack
CS_WF_AUTO_NTFY_UPDATE_PKG.Get_Request_Attributes(p_employee_id=>)
Wf_Engine_Util.Function_Call(CS_WF_AUTO_NTFY_UPDATE_PKG.GET_REQUEST_ATTRIBUTES
, SERVEREQ, XXXX-YYYY-EVT, ABCDEF, RUN)

The same workflow error occurs even after running Synchronize WF Local Tables concurrent program

Users not attach a workflow when defining a service request type, however they set up the notifications using the seeded notifiations rules through Customer Support > Setup > Servicerequest > Notification rules

Responsibility: Customer Support
Navigation: Customer Support -> Service Requests -> Create Service Request

STEPS

1. Login as user affected by issue (for eg, CHRISTINA_KHOO)
2. Customer Support(R)-> Create Service Request
3. Change the status of any SR where CHRISTINA_KHOO is the SR owner
4. WF fires with the CS_WF_SR_CANT_FIND_OWNER error

When an SR is created and assigned to a specific employee (Daniel Tanasoiu, userid = DTANASOUI,
userid = 2324
), or when he updates an SR, the system sends a CS_WF_SR_CANT_FIND_OWNER error.

The employee has a valid and active HR employee row, a valid and active userid, the person column is assigned to him, and he is an employee resource in CRM Administration.

The odd thing about the error message (see below) is that it refers to employee_id = 1077. There is no user with this number. If it refers to an HR employee row, it doesn't refer to anyone that handles service requests.

WORKAROUND
Workflow Administrator is able to rewind the workflow to the X step, and the error resolves, but leaves the workflow instances created in an Active state, not a Complete state as when assigned or updated by another employee.

However, a subsequent update to the workflow by the employee in question results in a new workflow error instance (same error message)

Solution

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