TeleService: Error "ORA-01422: exact fetch returns more than requested number of rows" Saving Service Request with Contact or Task Assignee (Doc ID 1629609.1)

Last updated on JANUARY 31, 2017

Applies to:

Oracle Teleservice - Version 12.1.2 to 12.2.5 [Release 12.1 to 12.2]
Information in this document applies to any platform.

Symptoms

When saving a Service Request with a specific Employee Contact
  -or-
When selecting an Assignee for a Service Request Task

users receive an error message.

Error:

[1]

ORA-01422: exact fetch returns more than requested number of rows in Package JTF_IH_PUB Procedure Open_Interaction
Proc. Start_interaction  100501: non-ORACLE exception

-or-

[2]

ORA-01422: exact fetch returns more than requested number of rows
ORA-06512: at "APPS.CS_STD", line 1036

Steps:

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

 => Error when saving or editing a Service Request.

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

- Tasks Tab
- Enter Task information, including Assignee

=> Error when trying to select the Assignee.


What is Working:

All or most other Contacts do NOT have the same issue.

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