TeleService: "FRM-40735: WHEN-BUTTON-PRESSED trigger raised unhandled exception ORA-01086" While Submitting Charges in Service Request Form (Doc ID 1911957.1)

Last updated on SEPTEMBER 06, 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

On 12.1.3 - Service Request Form

When attempting to submit Charges in the Service Request form, the following error occurs:

Error
FRM-40735: WHEN-BUTTON-PRESSED trigger raised unhandled exception ORA-01086

Steps to Reproduce

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

- Create a SR or open an existing SR
- Create a charge line. Make sure the Inventory Organization / Sub-Inventory details are updated
- When submitting charges from a Service Request that contain a part shipment an error occurs.

The details get blank.
When the SR is queried, the charge line may appear 'New' and when trying to submit again, the same error is displayed.

What is Working:

No Order number is displayed within the Order Status tab, but Orders may get created when checked in the backend table.
The status of the Charge line appears as failed, but the Sales Order is still created but remains in a Booked status.

Impact:

Users might be unaware that Sales Orders are being created and attempt to resubmit the Charges several times, creating a new Sales Order every time.

Changes

Applied Patch 17855988 - 12.1.3:BUG FIXES FOR CS:JAN'14 RUP or Patch 18265289.

Cause

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