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Inbound Web Service Updates Owner On A Closed Service Request Record (Doc ID 2904518.1)

Last updated on APRIL 19, 2023

Applies to:

Siebel CRM - Version 22.1 to 23.3 [Release V17]
Information in this document applies to any platform.


When invoking inbound web services that use an integration object based on business component Service Request, it is possible to update picklist fields such as Owner even when the service request record is in status closed.

Service Request records in status closed are read only.
Simple fields such as Abstract are indeed read only and can not be updated by the business service.
But picklist fields such as the Owner field are still updated.

Notice: in the user interface the Owner field is still read only.

This only happens with Integration Objects (e.g through EAI Siebel Adapter) or Object Interfaces (Java Data Bean code).

The issue can be reproduced at will with the following steps:

1. Log in to Call Center as USER01 and create a service request record in the user interface and set its status to closed.
2. Confirm the record can no longer be updated and the Owner can not be changed.
3. Activate the standard "Service Request" web service in site map-> administration -> web services.
4. Click clear cache and then generate WSDL.
5. Import the WSDL in a testing tool such as SOAPUI.
6. submit a message with this structure: (notice the Owner field is present and set to a different user)

9. Confirm in Call Center the owner really changed, even though the record was expected to be read-only.


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