Using `CC_CASE_API.Accept__` to accept a Call Center Case on behalf of a different user than the one currently logged in — is there a supported way to do this, and is there anything important to be careful about?

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Answer

Yes, via session impersonation: call Fnd_Session_API.Impersonate_Fnd_User with the target user's ID immediately before the CC_CASE_API.Accept__ call, then call Fnd_Session_API.Reset_Fnd_User immediately afterward to restore the original session identity. Critically, wrap this in an exception handler that also calls Reset_Fnd_User before re-raising any error, so the session's identity always gets properly reset even if the underlying Accept call fails partway through — without that safeguard, a failed call partway through could leave the session impersonating another user longer than intended.

Documentation-based answer. Confirm the product and release before applying it. This answer has not been verified in an IFS environment.

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