Customize Service Request workflow

Hi,
I need to customize our SR workflow to automatically close SR (soft and hard) after a specific amount of time. I'm dealing with workflow for the first time and have no idea where to start. Any help is greatly appreciated.

There are business events on Service Request Update,Create,Status Update etc.
You can subscribe a PL/SQL function to that with the business logic of creating a workflow process which will wait for a specific amount of time and close the SR by calling CS_SERVICE_REQUEST_PUB.Update_Status...
I don't remember the exact procedure in PUB..check it out.

Similar Messages

Unable to Create Service Request Template in CRM

Hello,
I need to create a service request template in crm web ui,
Following are the steps followed.
I have identified the transaction type as SRQT screen shot attached below
However when I click on on the work center link groups of the service pro role, I am not able to find the same for the service request template
As per the post below it says that you need to go navigation bar profile and add the SM-SUPPORT work center and the work center link group as SM-SRQT-CR
How to customize service request templates
The error appears when I try to add the logical link id,
Because of the above error I am not able to create service request template in sap crm, please advice which logical link ID, I need to use so that the service request template can be created in the system.
Kind Regards
Atul

Hi Atul,
1. Screen shot 1 is correct
2. Screen shot 2 - You are at end of all work centers in your custom role which you might have copied from standard or Z role. If you look in standard role SERVICEPRO, navigation bar profile SRV-PRO, work center - SRV-ORD, you will find service request template
In Cases work Center in standard SERVICEPRO role you can create service request template.
Try copying this to your custom role in your required work center. It should work.
Regards,
Niraj

Lukewarm Response to Service Requests

I have not seen any other support site as dumb as Oracle.
My service request with level 1 Severity is being tossed around to different engineers who would just give a makeshift response to my question and try to close the issue.
I had to repeat my question again to direct them to the real issue, yet even after 9 days, I do not have a proper response.
Is there a way out to get proper response from oracle?
Thanks

You need to pass this in the owner id field of service request.
Go to Application Customization> Service Request>Service Request Field Setup Click on edit link next to Owned By Id and there you in the default value pass this loginid() formula and click on save.
Signout and then signin it will work.
Note: while creating the SR you cannot see the owner but only when the SR is saved, the person who created the SR will become the owner

Customize the Service Request Status

I am trying to customize the status for a Service Request form. We want to add some additional ones to that list. I am not finding where I go to update that list.
Cheers!
Matt

The list you are looking for is in the Library Tab, Lists view, Service Request status. take a look at
How to Add a List Item.
I'd like to argue that this is probably not what you want to do, however, as the status property is pretty tightly managed by the out-of-the-box workflows that move service requests forward, and manually setting these statuses will likely break the out-of-the-box
activity status engine.
Instead, you probably want to Create a new MP in the authoring tool, Locate and
Extend the Service Request Class, add a new Enumeration property to your extension, use the Create List button to create a new list,
Save and seal your class extension MP, close your original unsealed class extension MP and open the Sealed copy, Create a second MP to contain the form extension,
Locate and
Customize the Service Request form,
add a new List Picker bound to the property and list you created before, Save and seal your Form Extension MP,
Import both the sealed versions into your test system, Create a new (unsealed) Management pack in the test system and all your list items to the list you created earlier, test the forms
and make sure they look right and show the right data, then Export the unsealed list MP, and import all three MPs (the sealed class MP, the sealed form MP, and the unsealed list items MP) into your production system.
This has the advantage that it gives you a new place to store your custom SR statuses that you can set to be whatever you like, and doesn't break the out-of-the-box activity engine workflows, or the grooming engine that depends on the "closed"
status.

How to make approvations workflows in service request

Hi Gurus,
I am trying to uses an approbation workflow when I create a service request in ITSM.
Is there any way to do it ? I have found some standars workflows associated with checklist block at the service request but there are not valid for me.
Any help is welcome.. .
Thanks in advance.
Regards

Hi Diego,
Please refer to the comment section in SAP CRM/SolMan ChaRM: Multiple Target Agents via SAP Workflow - Minimal ABAP Development - Part 3 thread.
Regards,
Vivek

Workflow for service request

Hi
Would it be possible to have a workflow in which when the status of a service request is changed to closed, the open tasks related to the service request would also be changed to completed.
-Nilesh
Edited by: Nilesh Singh Chouhan on Mar 10, 2010 10:47 AM

Hi Nilesh,
This forum is for Analytics topics. Please post this to the Administrator forum.
-Administrator

Workflow issue - on service request

I have a workflow on Service, which is to create several tasks automatically right after a Service Request is created by the user. I test and it works well as expectation by my side. The issue which is suffered by some users is that, it doesn't work when they create Service Request by the "New" button on a Service Request detail page, however, it works normally if they create Service Request by Create box on the left bar. And I also tried to login using the issue account by my side, no problems happened.
So I guess could it be any problems with user's IE setting or something? Is there any suggestion to help? Thank you in advance!
Regards, Lucy

Hi,
Thank you for your advise. I tried but still failed. Now the problem is turning to only with admin account could the workflow work well. Because I've done testing on the same pc. The result is admin account works, while user account doesn't..

Service Requests get intermittently closed by the workflow account.

I am noticing that a workflow has changed some service requests from in progress to Completed although there are still pending activities in the Activities area. Does anyone know how to troubleshoot this?

Close, but recall that Status is an enumeration. So the value is actually a Guid. There's two ways to set it..with the Guid directly:
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">50C667CF-84E5-97F8-F6F8-D8ACD99F181C</Property>
or with an MP reference like this:
<Property Path="$Context/Property[Type='CustomSystem_WorkItem_Activity_Library!System.WorkItem.Activity']/Status$">$MPElement[Name='CustomSystem_WorkItem_Activity_Library!ActivityStatusEnum.Ready']$</Property>
The $MPElement token automatically references the Guid for that particular mp element..and it's more readable by a human :) (Unless you start memorizing GUIDs for fun..not that I recommend that)

ESS Leave Request workflow customization

Hi Guys,
We are trying to customize the standard Leave Request Workflow WS12300111 in the ESS application for ECC6. The standard workflow passes the data to the workflow via the object REQ of type CL_PT_REQ_WF_ATTRIBS. I need to extract the leave information from the object.
I tried creating an enhancement implementation for the Class CL_PT_REQ_WF_ATTRIBS and added my own method. But I can't see this method when I create a workflow task.
I also tried copying the whole class and adding my code, but am not sure how to instantiate the new class in workflow. Pls help .

Hi,
Can you tell me the requirement.
Do you want to change the Agent using a BADI ??
or you want to send the leave request for another approval ??
If you want to send the leave for another approval then just reset the status of the leave to SENT again using same class and using following code
CALL METHOD cl_pt_req_badi=>initiate_state_transition
    EXPORTING
      im_request    = request
      im_event      = 'SENT'
   IM_RET_VALUE = 0
    IMPORTING
      ex_new_status = me->status.
After this, u can send this workitem to another processor..
Another scenario could be:
U want to determine a new agent for your workitem.
In this case, u will have to implement BADI "PT_GEN_REQ"
Read the documentation of this BADI.. this might help.
And please tell me the requirement once again.. what you want to achieve.
Regards
Ashutosh

Error while creating a service request in WCEM E Service

Hello Experts,
We are getting below error while trying to a service request in WCEM E service.
We are able to select the product from the catalog but when we click continue , but we are getting the below error
Cannot process an HTTP request to servlet [Faces Servlet] in [main] web application.
[EXCEPTION]
com.sap.wec.tc.core.ui.processflow.WCFProcessFlowRuntimeException: Error while resolving ''EVALUATE'' operation for process flow servicerequest:serviceRequestCreationProcess, process step 1, source expression #{processFlowViewHandler.createServiceRequestUpdateProduct}, and target expression ; java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sap.wec.tc.core.ui.processflow.ProcessFlowExceptionUtil.traceRuntimeException(ProcessFlowExceptionUtil.java:66)
at com.sap.wec.tc.core.ui.processflow.ProcessFlowExceptionUtil.logAndRaiseRunTimeException(ProcessFlowExceptionUtil.java:108)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.runtimeError(ProcessFlowOperationEvaluate.java:83)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.execute(ProcessFlowOperationEvaluate.java:44)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessStepTransition.executePreTransitionOperations(ProcessStepTransition.java:83)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessStepTransition.execute(ProcessStepTransition.java:46)
at com.sap.wec.tc.core.ui.processflow.runtime.TransitionableProcessStep.triggerTransition(TransitionableProcessStep.java:49)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowBase.consumeInput(ProcessFlowBase.java:148)
at com.sap.wec.tc.core.ui.processflow.runtime.UIProcessFlowController.next(UIProcessFlowController.java:248)
at com.sap.wcf.beans.uiprocessflow.ProcessFlowButtonsVCHandler.next(ProcessFlowButtonsVCHandler.java:65)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at com.sun.el.parser.AstValue.invoke(AstValue.java:187)
at com.sun.el.MethodExpressionImpl.invoke(MethodExpressionImpl.java:297)
at org.apache.myfaces.view.facelets.el.ContextAwareTagMethodExpression.invoke(ContextAwareTagMethodExpression.java:96)
at org.apache.myfaces.view.facelets.el.LocationMethodExpression.invoke(LocationMethodExpression.java:116)
at org.apache.myfaces.application.ActionListenerImpl.processAction(ActionListenerImpl.java:68)
at javax.faces.component.UICommand.broadcast(UICommand.java:120)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at com.sap.wec.tc.core.runtime.jsf.vc.ViewComponent.broadcast(ViewComponent.java:108)
at javax.faces.component.UIViewRoot._broadcastAll(UIViewRoot.java:1028)
at javax.faces.component.UIViewRoot.broadcastEvents(UIViewRoot.java:286)
at javax.faces.component.UIViewRoot._process(UIViewRoot.java:1375)
at javax.faces.component.UIViewRoot.processApplication(UIViewRoot.java:752)
at org.apache.myfaces.lifecycle.InvokeApplicationExecutor.execute(InvokeApplicationExecutor.java:38)
at org.apache.myfaces.lifecycle.LifecycleImpl.executePhase(LifecycleImpl.java:170)
at org.apache.myfaces.lifecycle.LifecycleImpl.execute(LifecycleImpl.java:117)
at javax.faces.webapp.FacesServlet.service(FacesServlet.java:197)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.runServlet(FilterChainImpl.java:202)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:103)
at com.sap.wec.tc.core.filter.RequestSequencerFilter.synchronizeRequest(RequestSequencerFilter.java:134)
at com.sap.wec.tc.core.filter.RequestSequencerFilter.doFilter(RequestSequencerFilter.java:111)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.HighContrastFilter.doFilter(HighContrastFilter.java:91)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.SecurityFilter.doFilter(SecurityFilter.java:194)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.XSRFTokenEvaluationFilter.doFilter(XSRFTokenEvaluationFilter.java:126)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.uicomponents.renderer.util.MultipartFilter.doFilter(MultipartFilter.java:74)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.FastSessionTimeoutFilter.doFilter(FastSessionTimeoutFilter.java:115)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.SessionInitialisationFilterBase.doFilter(SessionInitialisationFilterBase.java:152)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.HttpsSwitchFilter.doFilter(HttpsSwitchFilter.java:141)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.wec.tc.core.filter.CharacterEncodingFilter.doFilter(CharacterEncodingFilter.java:56)
at com.sap.engine.services.servlets_jsp.server.runtime.FilterChainImpl.doFilter(FilterChainImpl.java:79)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.runServlet(HttpHandlerImpl.java:432)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.handleRequest(HttpHandlerImpl.java:210)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:441)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:430)
at com.sap.engine.services.servlets_jsp.filters.DSRWebContainerFilter.process(DSRWebContainerFilter.java:38)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.servlets_jsp.filters.ServletSelector.process(ServletSelector.java:81)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.servlets_jsp.filters.ApplicationSelector.process(ApplicationSelector.java:278)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.WebContainerInvoker.process(WebContainerInvoker.java:81)
at com.sap.engine.services.httpserver.chain.HostFilter.process(HostFilter.java:9)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.ResponseLogWriter.process(ResponseLogWriter.java:60)
at com.sap.engine.services.httpserver.chain.HostFilter.process(HostFilter.java:9)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.DefineHostFilter.process(DefineHostFilter.java:27)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.MonitoringFilter.process(MonitoringFilter.java:29)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.SessionSizeFilter.process(SessionSizeFilter.java:26)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.MemoryStatisticFilter.process(MemoryStatisticFilter.java:57)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.filters.DSRHttpFilter.process(DSRHttpFilter.java:43)
at com.sap.engine.services.httpserver.chain.ServerFilter.process(ServerFilter.java:12)
at com.sap.engine.services.httpserver.chain.AbstractChain.process(AbstractChain.java:78)
at com.sap.engine.services.httpserver.server.Processor.chainedRequest(Processor.java:475)
at com.sap.engine.services.httpserver.server.Processor$FCAProcessorThread.process(Processor.java:269)
at com.sap.engine.services.httpserver.server.rcm.RequestProcessorThread.run(RequestProcessorThread.java:56)
at com.sap.engine.core.thread.execution.Executable.run(Executable.java:122)
at com.sap.engine.core.thread.execution.Executable.run(Executable.java:101)
at com.sap.engine.core.thread.execution.CentralExecutor$SingleThread.run(CentralExecutor.java:328)
Caused by: javax.el.ELException: java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sun.el.parser.AstValue.invoke(AstValue.java:191)
at com.sun.el.MethodExpressionImpl.invoke(MethodExpressionImpl.java:297)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperation.resolve(ProcessFlowOperation.java:46)
at com.sap.wec.tc.core.ui.processflow.runtime.ProcessFlowOperationEvaluate.execute(ProcessFlowOperationEvaluate.java:32)
... 86 more
Caused by: java.lang.NullPointerException: while trying to invoke the method com.sap.wec.tc.core.backend.genil.GenilDataContainer.getFirstChild(java.lang.String) of a null object loaded from local variable 'btServiceItemsAll'
at com.sap.wec.app.eservice.module.servicerequest.backend.crm.ServiceRequestCRM.setNewSRRefObjectData(ServiceRequestCRM.java:2343)
at com.sap.wec.app.eservice.module.servicerequest.backend.crm.ServiceRequestCRM.createServiceRequestUpdateProduct(ServiceRequestCRM.java:615)
at com.sap.wec.app.eservice.module.servicerequest.businessobject.impl.ServiceRequestImpl.createServiceRequestUpdateProduct(ServiceRequestImpl.java:260)
at com.sap.wec.app.eservice.module.servicerequest.ui.handler.impl.ProcessFlowViewHandlerImpl.createServiceRequestUpdateProduct(ProcessFlowViewHandlerImpl.java:405)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at com.sun.el.parser.AstValue.invoke(AstValue.java:187)
... 89 more

Hi All,
I found the solution, the problem was that i didn't have the last SP of WCEM 3.0.
I have an another question for you guys:
Is it possible to customize(rename the fields) the workcenter/menu on the WCEM?
Thanks a lot for your help
Anass

Service Requests not resolving

Good Morning TechNet Experts,
I have been having an issue with service requests and I'm one week away from deployment. Basically, I had no need for a "Review" activity, we implement service requests the same way we implement incidents. An analyst opens a ticket for customer,
once service has been applied they should resolve the service request. With incidents this is easy, you just change the incident status to resolved...
However, with Service Requests I created a new template that did not require the "Approval" activity, only the "Apply Service" activity. My Idea was when an analyst is finished with the ticket, he/she just marks the "Apply Service"
activity as completed and the service request can move to "Completed" status.
Although the activity is being marked as completed, the ticket is not changing status. Some are stuck in "In Progress" and some are stuck in "New" status (even though the activity is showing as completed....). These have been stuck for
more than 24 hours now... when this actually goes into production a week from now even 5 minutes is a long time.
What can I do to solve this? I am open to implementing a new procedure if required. Thanks in advance!

Hi,
First of all, it looks like you are having an issue with your workflows. Please restart the HealthService (Microsoft Monitoring Agent) and check if the workflows restart. Do other workflows run (e.g. notification subscriptions)?
Secondly, if you are using service requests with only one manual activity, I believe the handling is a little bit complicated for your analysts. Why don't you remove all activities completely from your SR template? The service request will then go to status
"Submitted" once created, and the analyst can use the task "Complete" to complete the SR without having to worry about activities.
HTH,
Dieter

Service Team in Service Request

Hi All,
I need to find out Service team in service request.There is a field Service team.In this field with F4 help,those organisations are also coming which are not marked as Service Team.I only want those org which are assigned as Service Team.
How this can be done through Customization?
Thanks in advance.

Hi,
You might find this [thread|CRM AUTHORIZATIONS Position levelu00B4s; useful. Additionally, check the values maintained in the objects mentioned in that thread.
Possibly the transaction value SRVR is missing in the PFCG role assigned to you via the business role.
Hope it helps.
BR.

Getting Error While Triggered the Internal Service Request Process Accelerator

Hi
I installed Oracle Process Accelerators(Internal Service Request and Employee On Boarding) PS6 in windows7.Installation was successful and I checked the installpa.log file there its showing "Build Successful" and then we assign the roles in BPM workspace and also put the security relams in in enterprise manager as per installation Document provided by the Oracle after that everything was fine to test the Internal Service Request(ISR) I triggered few instances but they terminated abruptly and giving these Errors in EnterpriseManager(EM)
while triggered ISR Error message that was shown in EM is
Non Recoverable Business Fault :
<bpelFault><faultType>1</faultType><operationErroredFault xmlns="http://xmlns.oracle.com/bpel/workflow/taskService"><part name="payload"><operationErroredFault xmlns="http://xmlns.oracle.com/bpel/workflow/taskService"><faultInfo>ORABPEL-30082 WorkflowServiceEngine request to another component failed. Request operation CallFunctionStateless from default/InternalServiceRequest!1.0/ManagerApproveRequest to ManagerApproveRequestRules_ManagementChainRuleSet failed with Business Fault: null. Check the underlying fault. Check target SOA component for cause. </faultInfo></operationErroredFault></part></operationErroredFault></bpelFault>
Non Recoverable Business Fault :
Attempted to access property 'id' in class 'oracle.bpel.services.identity.hierarchy.HierarchyPrincipal' with a null object reference. at line 292 column 34 in /Ruleset(ManagerApproveRequestRulesBase)/Function(CreateSupervisoryList)/Action[11]
if anybody who did this ever and facing the same issue can you please let me know as early as possible
Thanks and Regards
Rajesh.

Hi Phani,
Are you able to reproduce issue as below:
1. Login to Application as sysadmin.
2. Navigate to Intergrated SOA Gateway > Integration Repository.
3. Click on search on right hand side of the page.
4. In the Internal Name type "FND_USER_PKG" and click Go.
5. Click on the User link.
6. Under the "Web Service - SOA Provider", click in the "View WSDL". Copy the complete URL "http://test:8003/webservices/SOAProvider/plsql/fnd_user_pkg/?wsdl"
7. Open the soapUI.
8. Click File > new soapUI Project.
9. Test the web service.
If yes,
I think you might be need to execute a patch:
solution:
To implement the solution, please execute the following steps:
1. Download and review the readme and pre-requisites for iAS Patch 18855074.
Note: Above Merge Label Request (MLR) is build for EBS 12.1.3 having OC4J 10.1.3.5.
2. Enable the profile option "EBS Adapter for BPEL, Function Security Enabled".
a. Login as SYSADMIN user and Navigate to System >Profile and Search for "EBS Adapter for BPEL, Function Security Enabled" (Internal name :EBS_ADAPTER_FUNCTION_SEC_ENABLED)
b. Set the Value to 'Y' at SITE level . This means function security feature is enabled and all API calls for PL/SQL APIs, Oracle e-Commerce Gateway, and concurrent programs will be checked for user security before they are invoked.
3. Retest the issue by Generating and Deploying the required package.
4. Migrate the solution as appropriate to other environments.
Thanks
Ranjan

Assign account from Service Request when creating a New Task

When creating a new task from within a Service Request the SR # is defaulted we would also like to default the account associated with the SR on to the Task. How can you do this?

This is not working in WF.
Refer this thread
Re: Contact record not pupulated when Task created using Workflow.

How do I delete a Dependant Activity that was accidentally added to a Service Request?

It does not let me "delete" the activity, any other I add I can delete. Also I tried to "Cancel" the Service Request, and it gave me an error, shown below.
Any Suggestions? This is the second time I have had this issue, but before I was able to cancel the Service Request for the User. This specific Request has already been worked, and they are just trying to close it, and that is where they saw that the dependant
activity was used instead of Manual Activity, and they can not close it.
FYI, we do NOT have change management turned on yet, we are fairly new to SCSM.

Was the activity already in-progress or pending? Once an activity has a status, it can no longer be deleted. This is based partly on ITIL principles as well as Service Manager's design. Once an activity "exists", it should only be pending, on hold,
in progress, completed, or skipped (or canceled/failed when things go wrong).
In my opinion, if you accidentally add an activity, you should simply set it to "Skip" and it won't interfere with your work item any longer.
You're free to delete activities that have no status (indicated by the yellow "star" icon on the activity). Typically activity templates will not have a status so you can easily add/remove them from a work item template. However, once you submit
a new activity to an existing work item, SCSM's workflow engine will set that activity's status which will prevent you from deleting it.
So, basically, if you see the star icon, you can delete the activity..otherwise, just set it to skipped.
If you want to get technical, you can use powershell or the SDK to really delete any activity, but there are pitfalls to watch out for. For example, if you delete an activity, make sure you adjust all the other activity's SequenceId values or the activities
probably won't run through their lifecycle properly.
As for the error you got when you tried to cancel it the first time, I'm not sure what caused that.

Customize Service Request workflow

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