Customer Support Specialist: Error 'Unable to find an object...' (Doc ID 1905343.1)

Last updated on FEBRUARY 19, 2015

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

After upgrading to Release 12.1.3, Customer Support Specialist responsibility is not accessible.

After applying the following patches (or their latest replacements):
  . Patch 18634544:R12.CS.B - 12.1.3:BUG FIXES FOR CS:MAY'14 RUP
  . Patch 17879767:R12.CSC.B - CSC:12.1.3:CONSOLIDATION BUG FOR DEC13
there are errors when coming from Depot Repair, and when trying to create a Service Request.

All users get the error.

Errors:

[ 1 ] Coming from Depot Repair:
  "You have encountered an unexpected error. Please contact the System Administrator for assistance."
  "Customer Support Specialist is not a valid responsibility for the current user. Please contact your System Administrator."

[ 2 ] From Customer Support Specialist:
  "Unable to find an object with the name - CategorySegmentVO".

* NOTE:
  This missing object error can be found when trying to open a Service Request from Email Center or Field Center as well.
  Please refer to the Notes listed below for more details.


Steps:

(R) Depot Repair
(N) Repair Orders
 - Enabled the Service Request number as hyperlink.
 - Click on that SR number
 => Error when opening the Customer Support Specialist page.

(R) Customer Support Specialist
(N) Agent Dashboard
 - Try to save a Service Request
 => Error when trying to save.

What is Working:

Able to open the Agent Dashboard when using the 'Customer Support Specialist' responsibility.

Changes

 Upgrade to Release 12.

Cause

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