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.
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.
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.
(N) Customer Care > Contact Center
- Navigate to the Service Request tab
- Enter SR information
=> Expected Tasks are not generated automatically.
(N) Service Requests > Create Service Request
=> Same steps from main Service Request resulted in error
Visible from the main Service Request form:
ORA-01403: no data found
FRM-40735: WHEN-TIMER-EXPIRED trigger raised unhandled exception ORA-04062.
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.
Applied TeleService cumulative patches and their pre-requisites
. 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
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