Error FRM-40105 unable to resolve reference to item... ATTRIBUTEi Not Supported By Contact Center Or Service Request Form

(Doc ID 1299173.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.0.4 to 12.0.6 [Release 12]
Information in this document applies to any platform.

Symptoms


Error

In Contact Center and/or  Service Request Form when attempting to update or raise a service request the following error occurs.
Error FRM-40105 unable to resolve reference to item BILL_TO_ADDRESS_BLK ATTRIBUTEi... (i=1 to x)
This happens for  BILL_TO_ADDRESS_BLK and SHIP_TO_ADDRESS_BLK.
SR form:


Contact Centre


Steps To Reproduce


1. Setup Flexfield for Address lines for example with data from HZ_PARTY_SITES table (Attribute i).
a. Enabling the attributes
- Navigate to Application Developer Resp
- Navigate to Flexfield > Descriptive > Register
- Query Application as "Receivables" and Title as "TCA Location Information"
- Click on columns button
- Disable the Attribute 1 to Attribute 7 columns
- Navigate to Flexfield > Descriptive > Register
- Query Application as "Receivables" and Title as "Address"
- Click on columns button
- Enable the Attribute 1 to Attribute 7 columns


b. Adding the attributes to the specific address style
- Navigate to Application Developer Resp
- Navigate to Flexfield > Descriptive > Segments
- Query Application as "Receivables" and Title as "Address"
- e.g. For "Spain Address Style", add the attributes "ATTRIBUTE1" to "ATTRIBUTE7"


2.
a. Service Request form
-  Service (R)
-  (N) Create Service Request
-  (N) Enter data from the customer: the error displays.
b. Contact Center form
- Navigate to Service Resp
- Navigate to Customer Management > Contact Center
- Enter 18132 as the account no in the CC form header
- The following error messages are displayed for "ATTRIBUTE1" to "ATTRIBUTE7"
"FRM-40105: Unable to resolve reference to item CUSTOMER_HEADER_BLK.CUST_ATTRIBUTE1

What works:

- In an html/jsp page e.g.  Customer Data Librarian (R) the fields display well.
- On forms the only way to avoid the error is to remove fields linked to Attribute1 to... Attribute x from the setup, i.e. Data coming from table HZ_PARTY_SITES.

Impact:
Users cannot create SRs from FORMS or update SRs that have been created from Agent Dashboard.

Changes

The requirement is to have x additional address fields to meet the geographical address complexity. Hence the creation of Flexfields to pull data from HZ_LOCATIONS. Previously these were only from the HZ_PARTY_SITES.

Cause

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