Agent Dashboard - Create Service Request: Error When Accessing 'Personalize Page' Link (Doc ID 1504371.1)

Last updated on JUNE 27, 2017

Applies to:

Oracle Customer Support - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

Cannot personalize Create Service Request page.
Receive error when clicking on the personalize page link in the create service request page

Error:

'Error Page:
You have encountered an unexpected error. Please contact the System Administrator for assistance.'

The View Source shows the following error (excerpt):

[...]
## Detail 0 ##
java.lang.NullPointerException
at oracle.apps.cs.csz.extfwk.user.server.ExtAttrsCheckVOImpl.hasCriteriaChanged(ExtAttrsCheckVOImpl.java:81)
at oracle.apps.cs.csz.extfwk.user.server.ExtAttrsCheckVOImpl.initQuery(ExtAttrsCheckVOImpl.java:54)
at oracle.apps.cs.csz.incident.server.util.SRAMEAUtil.getSRTypeEAExistFlag(SRAMEAUtil.java:122)
at oracle.apps.cs.csz.incident.server.SRAMImpl.getSRTypeEAExistFlag(SRAMImpl.java:178)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at oracle.apps.fnd.framework.server.OAUtility.invokeMethod(OAUtility.java:190)
at oracle.apps.fnd.framework.server.OAUtility.invokeMethod(OAUtility.java:153)
at oracle.apps.fnd.framework.server.OAApplicationModuleImpl.invokeMethod(OAApplicationModuleImpl.java:762)
at oracle.apps.cs.csz.extfwk.user.webui.SRTypeContextEACO.processRequest(SRTypeContextEACO.java:90)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processRequest(OAWebBeanHelper.java:600)
at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processRequest(OAWebBeanContainerHelper.java:252)
at oracle.apps.fnd.framework.webui.beans.layout.OATableLayoutBean.processRequest(OATableLayoutBean.java:353)

[...]

* Note:
  View Source may not show the Error Stack, even if the Profile Option 'FND: Debug Log Enabled' is set to 'Yes'.
  Please check the setttings for the Profile Option 'FND Diagnostics'.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

  - Create a Service Request
  - Entered a valid Serial Number (or other criteria) for the Search key
  - Click on 'Go' after selecting the Serial Number
  => Create SR page is displayed

  - Then click on 'Personalize Page' link (top right)
  => Got the error

What is Working:

Personalize Page can be accessed without problems from:

- Agent Dashboard before entering in any data or search criteria
- Agent Dashboard after selecting a search criteria
- Installed Base Agent responsibility
- Field Service Technician Portal

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms