Unable To "Ask Question" From Customer Care (Doc ID 787214.1)

Last updated on AUGUST 06, 2009

Applies to:

Oracle Adaptive Access Manager - Version: 10.1.4.3
This problem can occur on any platform.

Symptoms

When attempting to ask a user one of their registered KBA questions as part of a customer care case an exception is raised in the logs and the message: "An error occurred, failed to get challenge question for the customer. Please try again." is displayed where the question should be.
the following error occurs:

ERROR
Unable to "Ask Question" from Customer Care after 3.5.2 -> 10.1.4.3 Upgrade

The issue can be reproduced at will with the following steps:
Create a customer care case for a user that has questions registered.
From the "Actions" tab choose to "Ask Question" from the "Challenge Questions" action.
Where the user's question should appear, there will be an error message

Due to this issue, users cannot complete the case management through customer care UI

Changes

Cause

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