Unable to Access Customer Account, Open or Supplement PSR Order - "Address Information not found for this customer." Application Crashes with Error Number 6. (Doc ID 2053405.1)

Last updated on AUGUST 08, 2022

Applies to:

Symptoms

User accidentally deleted the Customer Billing Account Address when updating an End User Location for a PSR order.

After that Users can no longer access the Customer Account or its Orders, or supplement the orders.
Trying to open PSR orders or supplement them causes MSS to crash.


ERROR

a. Address Information not found for this customer

b. If you try to open or supplement an order, MSS crashes with errors (listed at the end of the section)

STEPS

The issue can be reproduced with the following steps:

1. Open a PSR Service Request Search for a Customer and supplement it;
2. Navigate the order and expose the Service Location;
3. Right-click the Service Location and choose Update Service Location

4. In the End User Location (EUL) Maintenance – Location Information window – click Default from Customer
5. It looks initially, that address was changed  -  Click the OK button to close the window

6. Re-update the address to verify: address was not changed
7. The "new address"  shows up in the Additional Addresses tab.

8a - Deleting the Additional Address directly in the Supp operation

a1. After (7) above, in the Additional Addresses tab, Delete the new entry.

a2. ===>  The Customer Account Address is deleted.

8b. Deleting the Additional Address from the End User Location screen

b1. In End User Location Search window, search and Open the changed EUL;
b2. Expose the Additional Addresses tab - the default from Customer should be displayed;
b3. Right-click the Address and choose Delete
b4. Answer Yes to the question to remove the selected address

9. Click OK to complete the process
10. Click Refresh in the bottom of End User Location Search screen
    The locations for for the Customer default Address (Billing) is gone

11. In Service Request Search window, search for orders for the above Customer Name;
12. Clicking any order in the search result will give the following message and users cannot open it:
      « Address Information not found for this customer »

Notice the Customer Account Information page is blank.  Closed orders have the same behavior, as well

13. If you double-click the orders … after 8 - 12 times, or supplement an order, MSS crashes with the errors listed at the end of the section


BUSINESS IMPACT

Due to the deletion of the Customer Billing Address, users cannot create, open or supplement PSR orders, for this customer.


MSS CRASH ERRORS
==============

Error Number 6.

Error text=Invalid Data Window row/column specified.
Window/Menu/Object = n_cst_dwsrv_codetables.
Error Object/Control = n_cst_dwsrv_codetables.
Script = of_populate_dddw.
Line in Script = 46.

Error Number 2.

Error Text+ Null object reference
Window/Menu/Object = n_cst_dwsrv_codetables.
Error Object/Control = n_cst_dwsrv_codetables.
Script = of_populate_dddw.
Line in Script = 73

Error Number 2.

Error Text+ Null object reference
Window/Menu/Object = n_cst_dwsrv_codetables.
Error Object/Control = n_cst_dwsrv_codetables.
Script = of_populate_dddw.
Line in Script = 73

Error Number 21.

Error text = Bad runtime function reference.
Window/Menu/Object = uo_psr_augment_order_info.
Error Object/Control = dw_2.
Script = retrieveend.
Line in Script = 1.

Error Number 65.

Error text = Dynamic Function not found. Possible causes include:
pass by value/reference mismatch.
Window/Menu/Object = w_service_order.
Script = pfc_preopen.
Line in Script = 92.

Error Number 21.

Error text = Bad runtime function reference.
Window/Menu/Object = w_master.
Script = open.
Line in Script = 1.

Error Number 21.

Error text = Bad runtime function reference.
Window/Menu/Object = w_sheet.
Script = open.
Line in Script = 1.

Changes

User deleted the Customer Account Billing Address.

Cause

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