TeleService Error: 'FRM-41072 Cannot Create Group' While Creating SR In Contact Center Form (12.1.3) (Doc ID 1567626.1)

Last updated on NOVEMBER 08, 2016

Applies to:

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

Symptoms

When attempting to create a new SR, the following error occurs.

 

ERROR
FRM-41072 Cannot Create Group INCIDENT_ADDRESS_VALIDATE_RG
FRM-41076 Error Populating Group
FRM-41827 Group Does Not Exist
FRM-41085 Error getting Group Row count

 


STEPS
The issue can be reproduced at will with the following steps:
1. Set the profile option Service: Address Filter Options to "Customer Sites,Related Party Sites and Locations"
2. Open the Service Request form and Enter all the details for Creating a New Service Request
3. Enter the value for Serial Field and Tab to Tag field and the error occurs.

Note: The error does not occur when the profile is set to: "Customer sites Only"

A similar issue was reported in 12.1.2, which did not require a patch.  See Note 1122813.1

 

Changes

 

Cause

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