When Clicked On A Product Tab, Got 500 - Internal Server Error (Doc ID 2762786.1)

Last updated on DECEMBER 04, 2023

Applies to:

Symptoms

An unnamed product appears on the Products tab of the Case Form.

Product # 5 (the unnamed product) was created in system after accepting the incoming ICSR. It was done as part of revisions # 89 and 90. Product # 5 was not available in revisions prior to this.

User observes two issues where the cause is unknown:

a) An Import file has incorrect products in Source file 
b) System creates blank products after accepting the file

Steps to Repeat:
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1. Import and accept a XML for Standard R2 EMA profile, creates Initial Case

2. Import the same XML/Followup XML that should have new Company Product XML

3. From ICS-R Pending screen > Duplicate Search > View Difference > De-Select all elements and Accept Followup

4. Observe in case (created in step1) > Product Tab one Blank Extra Product as "Product #2"

5. Wait for some time and open the same case and go to Blank product, below one of the error occurs

Upon clicking on that product’s tab the following error message is thrown.

ERROR MESSAGES:

Once this occurs the only way out is to logout and login.


The behavior is consistent, can be replicated on demand, occurs with all users, all workstations, any time of day.

Cause

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