How to Set Profile 'Service: Default Service Request Task Owner' At Different Levels

(Doc ID 794942.1)

Last updated on SEPTEMBER 02, 2016

Applies to:

Oracle Teleservice - Version 11.5.9 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 18-Jun-2014***



Goal

When attempting to set the profile 'Service: Default Service Request Task Owner' sometimes the LOV shows incorrect values - it shows individual resources when you are expecting it to show resource groups, or vice versa - or sometimes the error "APP-FND-01436: List of Values cannot find any values for you to choose" appears.

These problems are happening because these two profiles are linked:
'Service: Default Service Request Task Owner'
'Service: Default Service Request Task Owner Type'

The LOV for 'Service: Default Service Request Task Owner' depends on the value set for 'Service: Default Service Request Task Owner Type' , but the SQL validation for the LOV takes the highest setting for the 'Service: Default Service Request Task Owner Type' profile, i.e. if the profile is set at Site level then this value is used, ignoring values set at responsibility or user level.  This is a technical limitation which cannot be avoided.

This note explains the steps to take to avoid these problems.



Solution

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