How to launch functions or URLs to open CSZ HTML Service Request forms from Oracle Forms

From the Contact Center I'm attempting to build a link that will launch the CSZ Agent Dashboard "Create Service Request" function.  I'm also attempting to build a link to view an existing Service Request in the HTML form from Contact Center.....but so far no success.

I'm using Forms Personalizations to build a "Launch a URL" personalization.  For the details of the link for accessing an existing SR I've been using the details in Metalink note "How To Create Link URL To Update A Service Request In Customer Support Specialist From External Application? [ID 1118434.1]"........however, it doesn't work.  I've added the appropriate Customer Support Specialist menu to the Service, but if I create the link as secified then a new browser window opens in Oracle HTML, but I just get the message "You have insufficient privileges for the current operation."  Under the same responsibility, if I navigate to the