Getting Error SBL-BPR-00187 when using a Workflow to Change the Owner of an Activity (Doc ID 533774.1)

Last updated on SEPTEMBER 07, 2023

Applies to:

Symptoms

SBL-DAT-00292, SBL-DAT-00498, SBL-BPR-00100, SBL-BPR-00187

There is the following business scenario and it is difficult to find a technical solution.

There is a Case entity (based on HLS Case) exposed through a partner portal. Whenever a partner makes a change to the status of the case an activity should be created associated with the modified case, which would notify an internal employee to review the case and make further changes if required. For the internal person to update the activity, it needs to be the owner of the activity, as otherwise the activity is read-only for them. The person to whom this activity needs to be assigned is the primary employee for a Case Team Leader position. This person would then manually delegate out the activity to their subordinates (employees in positions Case Team Worker 1, Case Team Worker 2, etc).

A workflow process is created for implementing the requirements.  Further testing the workflow process finds that when setting the Primary Owned By field on the activity to a specific owner e.g. SADMIN, the owner of the activity is changed successfully but the primary employee is not.  There is the following error when executing the workflow process:

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Error: SiebelError: Error updating business component at step 'Change Activity Owner'.(SBL-BPR-00187)

This error is returned when the workflow is executing the Siebel Operation business service.(SBL-BPR-00100)
An error has occurred picking the current row. Please continue or ask your systems administrator to check your application configuration if the problem persists.(SBL-DAT-00292)

'Action (Unconstrained).Display' is a required field. Please enter a value for the field. (SBL-DAT-00498)

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The Siebel Operation Step updates the Display field. Since there is no order in which fields are updated, Display is probably updated prior to Primary Owned By. It seems that setting Primary Owned By clears the Display field, as otherwise this would not be a problem.

There are a number of possible solutions, but will not be chosen.  Here they are:

1. Using assignment manager. This would involve a significant amount of configuration for implementing exactly as per requirement. Either add some skill to the team leader and use dynamic assignment or use static assignment. If using static assignment, every time the team leader would change, Employee Candidates would need to be updated accordingly.  Assignment Manager is not implemented for the current release and will probably not due to time constraints.

2. Use Workflow to determine the primary employee for the position and set the Primary Owned By field to that. Prototype this is a problem. First create an activity in a Siebel Operation step and then try to update the activity in another Siebel Operation step by setting Primary Owned By field to a specific login for now. However this operation fails. Tried setting it to an employee that normally appears in the activity Owner picklist (to make sure Popup visibility does not affect our test), but with so far no success.

Changes

Cause

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