CRM Service: Can Not Save Changes in Service Request and Depot Repair after RDBMS Upgrade (Doc ID 1959846.1)

Last updated on FEBRUARY 22, 2016

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Symptoms

Unable to save changes in Service Request or Depot Repair forms.

Try to change the Status, Account Number, Addresses, Serial number or Instance number in Service Request.
Appears to save but when you re-query the request, changes have not been made.

In Depot Repair, try to change the Note Status from 'Public' to 'Publish' - get a message that says that the transaction has been saved.
However, when you exit the Repair Order, you get a message asking if you want to save changes when no additional changes were made.
After re-querying the record and Note Status is still 'Public'.

Steps:

* Depot Repair > query existing Repair Order > go to Notes > Change Note Status or Type, and Save
   - Exit
   - Re-query
   => Changes were not saved.

* Service Request > query existing Service Request > go to Status > change, and Save
   - Exit
   - Re-query
   => Changes were not saved.

 

Changes

 - Upgraded to RDBMS 11.2.0.4
 - Updated Oracle Applications and Database servers to AIX version 6.1.

Cause

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