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Service: Related Objects Setup Works In SR Form, But Gives Error In Customer Support Specialist (Doc ID 1441552.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

After setting up Related Objects for use in the Service Request form to list Sales Orders using custom view, an error is displayed in the Customer Support Specialist responsibility.

Error:

"You have encountered an unexpected error. Please contact the System Administrator for assistance."

View Source shows the following:

Exception Details:

oracle.apps.fnd.framework.OAException: oracle.jbo.SQLStmtException:
  JBO-27122: SQL error during statement preparation.
  Statement: SELECT * FROM (SELECT ORD... 

  at oracle.apps.fnd.framework.OAException.wrapperException(OAException.java:891)
  at oracle.apps.fnd.framework.webui.OAPageErrorHandler.prepareException(OAPageErrorHandler.java:1145)
  ...

## Detail 0 ##
java.sql.SQLException: ORA-00933: SQL command not properly ended

  at oracle.jdbc.dbaccess.DBError.throwSqlException(DBError.java:134)
  at oracle.jdbc.ttc7.TTIcer.processError(TTIcer.java:289)


Steps:

(R) CRM Administrator
(N) Task and Escalation Manager > Setup > Objects Meta-data (*)

SQL from Check Syntax:

select HEADER_ID, ORDER_NUMBER||' - '||to_char(ordered_date,'DD-MON-RRRR'), substr(sold_to,1,25)
from xx_oe_order_headers_v
where org_id = 103
and Order_type <> 'SERVICE STANDARD'
order by ORDER_NUMBER desc

(R) Customer Support Specialist:
(N) Agent Dashboard

- Query SR number
- Click on Additional Details link
- Scroll down to the Related Objects section.
- Choose same related object type as in SR form: 'Sales Order Number'
- Click 'Go'
- Choose flashlight. The window to enter the values pops up
- Fill in search criteria: Search by = Object Number %fresh products%
- Press Go
=> Get the error.

What is Working:

It works fine in TeleService with same query.

Expected Functionality:

Customer Support Specialist should work like Service Request form.

(*) Note:
When choosing an Object Name, please make sure there are no spaces included.
If there is an space in its name, you may get an error when trying to select a value:

Error Page
You have encountered an unexpected error.
Please contact the System Administrator for assistance.
Click here for exception details.

oracle.apps.fnd.framework.OAException: oracle.jbo.InvalidObjNameException: JBO-25005: Object name SO MBLovVO for type View Object is invalid

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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