Automatic Task Generation does not work when using service request API CS_SERVICEREQUEST_PUB.Create_ServiceRequest (Doc ID 456108.1)

Last updated on JUNE 15, 2017

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.
Oracle Service - Version: 11.5.10.2 to 11.5.10.2
CS_SERVICEREQUEST_PUB.Create_ServiceRequest
cssrrswb.pls


Symptoms

***Checked for relevance on 30-AUG-2010***

Automatic task generation does not function when using API CS_SERVICEREQUEST_PUB.Create_ServiceRequest.

Steps to reproduce:
Step 1: Create SR Type
Step 2: Create Task Template Group with Task Template Details
Step 3: Link the created task template to the service request type
Step 4: Call API CS_SERVICEREQUEST_PUB.Create_ServiceRequest and pass the service request type as parameter.

CS_SERVICEREQUEST_PUB.Create_ServiceRequest

( p_api_version =>cn_api_version -- IN NUMBER,
--p_init_msg_list IN VARCHAR2 := FND_API.G_FALSE,
--p_commit IN VARCHAR2 := FND_API.G_FALSE,
, x_return_status => x_return_status -- OUT NOCOPY VARCHAR2,
, x_msg_count => g_dummy_number -- OUT NOCOPY NUMBER,
, x_msg_data => g_dummy_4k_varchar -- OUT NOCOPY VARCHAR2,
--p_resp_appl_id IN NUMBER := NULL,
--p_resp_id IN NUMBER := NULL,
--p_user_id IN NUMBER := NULL,
--p_login_id IN NUMBER := NULL,
--p_org_id IN NUMBER := NULL,
--p_request_id IN NUMBER := NULL,
--, p_request_number => l_request_number -- IN VARCHAR2 := NULL,
, p_service_request_rec => r_service_request -- IN service_request_rec_type,
, p_notes => t_notes -- IN notes_table,
, p_contacts => t_contacts -- IN contacts_table,
-- Added for Assignment Manager 11.5.9 change
--p_auto_assign IN VARCHAR2 Default 'N',
--p_default_contract_sla_ind IN VARCHAR2 Default 'N',
, x_request_id => x_request_id -- OUT NOCOPY NUMBER,
, x_request_number => x_request_number -- OUT NOCOPY VARCHAR2,
, x_interaction_id => x_interaction_id -- OUT NOCOPY NUMBER,
, x_workflow_process_id => x_workflow_process_id -- OUT NOCOPY NUMBER,
-- These 3 parameters are added for
Assignment Manager 115.9 changes.
, x_individual_owner => x_individual_owner -- OUT NOCOPY NUMBER,
, x_group_owner => x_group_owner -- OUT NOCOPY NUMBER,
, x_individual_type => x_individual_type -- OUT NOCOPY VARCHAR2
);

Results: Create Service Request form, go to tab Tasks.
tab Tasks

Type:                     <empty>
Status:                    Open
Owner Type:          Group Resource
Owner:                   Owner

Assignee Type:        Employee Resource
Assignee :                <empty>

Planned Start Date : 17-AUG-2007
Planned End Date:   <empty>

There are no tasks created.

Cause

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