Email Center Error: ORA-01403: no data found in Package IEM_SERVICEREQUEST_PVT Procedure IEM_CREATE_SR When Creating Service Request

(Doc ID 1683517.1)

Last updated on MARCH 09, 2017

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.
***Checked for relevance on 16-SEP-2014***

Symptoms

On : 12.1.3 version, Email Center

ACTUAL BEHAVIOR
----------------
When email messages are sent to Email Center, Service Requests are not created when the email message is processed for a small but growing number of emails. The Auto-Processing rule setup initially worked fine for the most part but this issue still occurs after the application of the Email Center August '14 RUP patch.

The debug script was run from:

How to debug Auto-Processing issues with Email Center. (Help with failing Auto Service Request creation and Email Parsing Issues) (Doc ID 1427925.1)

And the following error was noted:

 

 

EXPECTED BEHAVIOUR
--------------------
Expect SRs to be created for all incoming email messages

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Send an email message into Email Center
The email message arriving in email center should create a Service Request based on the Auto-Processing rule setup using

(R) Email Center Administrator
(N) Administration > Rules > Auto-Processing

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot create SRs for incoming email messages.

Cause

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