Outlook Synchronization Issues (Doc ID 2289072.1)

Last updated on JULY 25, 2017

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.1.11.1.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.1.11.1.0 version, Microsoft Outlook

Outlook synchronization fails with issues for one user.

One SR which don't have an SR number is preventing the sync, and when the user opens it on Outlook a popup shows up the message "This record is read-only, based on the rules established by your administrator".

ERROR
-----------------------
JBO-FND:::FND_GENERIC_MESSAGE: The message is oracle.jbo.service.errors.ServiceException :
JBO-27024: Failed to validate a row with key oracle.jbo.Key[300000009520431 ] in ServiceRequests_c
JBO-25183: Exception in expression "ServiceRequests_c" trigger "populatePrimaryOrganization" : oracle.jbo.ReadOnlyAttrException
JBO-27004: Attribute set for PrimaryOrganization_c in entity ZcaReferenceAM.ServiceRequests_c failed.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Sync Outlook
2. Sync Issues occur.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, one user cannot sync new records in Outlook.

Cause

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