Error Creating A Service Request In Email Center When Associating To A Customer That Does Not Have An Existing Address (Doc ID 1319904.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.
***Checked for relevance on 13-02-2015***

Symptoms

When selecting Create Service Request after associating to a Customer that does not have an address attached, the following error occurs:

"You have encountered an unexpected error. Please contact the system administrator for assistance."

The error occurs for any Person, Contact or Organization selected from Email Center Customer Search that does not already have an address associated.

The error does not occur when creating an SR for the same Customers using the Service Request form.


The java error stack reports the following:

java.lang.NullPointerException
at oracle.apps.cs.csz.address.webui.IncidentAddressCO.initCreateIncidentAddressCommonVO(IncidentAddressCO.java:497)
at oracle.apps.cs.csz.address.webui.IncidentAddressCO.processRequest(IncidentAddressCO.java:96)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processRequest(OAWebBeanHelper.java:600)

Cause

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