TeleService: Issue Copying Tasks or Error When Updating A Service Request APP-JTF-210604 JTF_GRIDDB (Doc ID 1614990.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

When attempting to copy or update a Service Request Task, the following error or issue may occur:

Scenario 1 => Issue:

Task Grid sometimes is blank after copying a Task.

- Service Request form
- Go to Tasks Tab
- Copy task
=> Task grid is null
=> Highlight each task and the last two are duplicates.

Workarounds:

1.
  Requery the same SR, change an attribute of the SR (Status, Owner...) and save.
  After copying the Tasks, the grid is not null

2.
  Go To Tools > Quick Menu > Service Request and the Tasks will refresh.
  Tasks will be workable on the SR without having to exit the SR.


Scenario 2 => Error:

There is an error in SR Tasks tab when updating and saving a Task:


APP-JTF-210604: Program error: Please inform your system administrator or support representative that:
jtf_grid.populate package reports error:

An unexpected error occurred in jtf_grid.populate
grid:
datasource:

The following informatino is available:

The error is most likely in the form or the metadata definition.
Please check the following alert for the error code.

OK

The error stack is (first 1000 bytes):
ORA-01006: bind variable does not exist
ORA-06512: at :APPS.JTF_GRIDDB", line 837
ORA-06512: at :APPS.JTF_GRIDDB", line 878

Cause

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