Contact Center: APP-JTF-210604 Error Doing A Search On Invoice Or Serial Number

(Doc ID 1317731.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Care - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

When doing a search in the Contact Center using Invoice or Serial Number, the following error appears:

Error:
APP-JTF-210604: Program error: Please inform your system administrator or support representative that:
jtf_grid.populate package reports error:

An unexpected error occurred in jtf_grid.populate
grid: <CUSTOMER_RESULTS.LIST>
datasource: CSC_SEARCH_RESULTS

The following information is available:

<null>

The error is most likely in the form or the metadata definition. Please check the following alert for the error code.

The error stack is (first 1000 bytes):

ORA-01789: query block has incorrect number of result columns
ORA_06512: at "APPS.JTF_GRIDDB", line 837
ORA_06512: at "APPS.JTF_GRIDDB", line 887


Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. In the Contact Center Header so a Search on Invoice.
2. Error appears.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms