TeleService: Errors and Automatic Task Not Working After Applying Cumulative Patches Or After Upgrade (ORA-01403 FRM-40735 ORA-04062) (Doc ID 1500097.1)

Last updated on NOVEMBER 26, 2015

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
CSXSRISR.fmb
CSXSRTAB.fmb
ORA-01403
FRM-40735
ORA-04062

Symptoms

Automatic Task generation stopped working after applying TeleService cumulative patches.

The Profile Option 'Service: Auto Generate Tasks on SR Create' is set to "Task Template Mapping" correctly.

Expected Behavior:

Service Request Tasks should be created automatically based on the definitions and templates defined and mapped to the Service Request Type being used for the Service Request (SR).
Each SR Type that is to automatically generate tasks from a template is mapped to only one template.

Steps:

(R) Service
(N) Customer Care > Contact Center

 - Navigate to the Service Request tab
 - Enter SR information
 => Expected Tasks are not generated automatically.

(R) Service
(N) Service Requests > Create Service Request

 => Same steps from main Service Request resulted in error

Error:

Visible from the main Service Request form:

  ORA-01403: no data found
  FRM-40735: WHEN-TIMER-EXPIRED trigger raised unhandled exception ORA-04062.

* NOTE:
  Please note that there might be cases where NO errors occur. However, Tasks are still not created.

What Is Working:

- The same works fine in the Agent Dashboard.
- Tasks can be created manually in the SR Tasks tab with the same information included in the Task Template.
- Other environments where the patches were not applied work find.

Changes

Applied TeleService cumulative patches and their pre-requisites

For example:
. Patch 14105204:R12.CS.B  - 12.1.3:BUG FIXES FOR CS: JULY'12
. Patch 14134189:R12.CSC.B - 12.1.3:CSC:JUNE2:2012 CONSOLIDATION PATCH
. Patch 14741309:R12.CS.B - 12.1.3:BUG FIXES FOR CS: NOV'12

Cause

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