Escalate to Case action keeps producing error
Summary:
I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I believed it was resolved but this error continues to pop up unexpectedly and now its failing to work again after following the guides from scratch:
These are the guides I have used to troubleshoot this but still can't understand what's happening:
https://docs.oracle.com/en/cloud/saas/fusion-service/fahqa/manage-action-plan-actions.html#s20064350
https://videohub.oracle.com/media/Escalate+a+Help+Desk+Request+to+Case+%28WN+24C%29/1_tmnf4199/298218042