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Exception Error When Accepting An Unassigned Case in Agent Dashboard (Doc ID 1329152.1)

Last updated on JULY 14, 2020

Applies to:

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

Symptoms

In the Case Worker Responsibility, the Agent Dashboard queues includes
Unassigned Cases. Clicking on the Accept Icon results in the following exception error:

Error

Error Page
You have encounter an expected error. Please contact the System
Administrator for assistance.

Exception Details.
oracle.apps.fnd.framework.OAException: java.lang.NullPointerException
at
oracle.apps.fnd.framework.OAException.wrapperInvocationTargetException(OAExce
ption.java:996)
at
oracle.apps.fnd.framework.server.OAUtility.invokeMethod(OAUtility.java:211)
at
oracle.apps.fnd.framework.server.OAUtility.invokeMethod(OAUtility.java:153)
at
oracle.apps.fnd.framework.server.OAApplicationModuleImpl.invokeMethod(OAAppli
cationModuleImpl.java:761)
at
oracle.apps.cs.csz.dashboard.webui.eventhandler.GroupQueueEventHandler.handle
AssignEvent(GroupQueueEventHandler.java:167)
at
oracle.apps.cs.csz.dashboard.webui.eventhandler.GroupQueueEventHandler.proces
sEvent(GroupQueueEventHandler.java:68)
at
oracle.apps.cs.csz.dashboard.webui.GroupQueueCO.processFormRequest(GroupQueue
CO.java:59)
at
oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanH
elper.java:819)
at
oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(O
AWebBeanContainerHelper.java:382)
at
oracle.apps.fnd.framework.webui.beans.layout.OAHeaderBean.processFormRequest(
OAHeaderBean.java:410)
at
oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OA
WebBeanHelper.java:1031)
at
oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OA
WebBeanHelper.java:997)
at
oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanH
elper.java:852)
at
oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(O
AWebBeanContainerHelper.java:382)


Steps To Reproduce

1. Log into the Case Worker responsibility.
2. Create a Service Request and assigned it to the Field Service group which includes the resource,  associated to the user logged in.
3. This new Service Request then appears in the Unassigned bin in the Agent Dashboard.
4. Click on the Accept icon, the error appears.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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