Field Service: Unable To Personalize Update Task In Portal Pages (Doc ID 1987556.1)

Last updated on JULY 14, 2020

Applies to:

Symptoms

On : 12.2.3 version, Setup Issues

When attempting to personalize the task details page (CsfTaskPG.TaskDetailsRN) on the Customer Support Agent Dashboard, the following error occurs.

ERROR
-----------------------
You have encountered an unexpected error. Please contact the System Administrator for assistance.
Click here for exception data.

The error details are:
Exception Details.
 oracle.apps.fnd.framework.OAException: java.lang.NullPointerException
  at oracle.apps.fnd.framework.OAException.wrapperException(OAException.java:912)
  at oracle.apps.fnd.framework.webui.OAPageErrorHandler.prepareException(OAPageErrorHandler.java:1169)
  at oracle.apps.fnd.framework.webui.OAPageErrorHandler.processErrors(OAPageErrorHandler.java:1435)
  at oracle.apps.fnd.framework.webui.OAPageBean.processFormRequest(OAPageBean.java:3173)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:1924)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:567)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:455)
  at _pages.__oa._jspService(__oa.java:233)
  at weblogic.servlet.jsp.JspBase.service(JspBase.java:34)
  at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
  at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125)
  ..
  ..
 ## Detail 0 ##
java.lang.NullPointerException
  at oracle.apps.csf.portal.task.webui.CsfTaskCO.processFormRequest(CsfTaskCO.java:134)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:854)
  at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(OAWebBeanContainerHelper.java:407)
  at oracle.apps.fnd.framework.webui.OAPageLayoutHelper.processFormRequest(OAPageLayoutHelper.java:1319)
  at oracle.apps.fnd.framework.webui.beans.layout.OAPageLayoutBean.processFormRequest(OAPageLayoutBean.java:1579)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1066)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1032)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:887)
  at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(OAWebBeanContainerHelper.java:407)
  at oracle.apps.fnd.framework.webui.beans.form.OAFormBean.processFormRequest(Unknown Source)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1066)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1032)
  at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:887)
  at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(OAWebBeanContainerHelper.java:407)
  at oracle.apps.fnd.framework.webui.beans.OABodyBean.processFormRequest(OABodyBean.java:363)
  at oracle.apps.fnd.framework.webui.OAPageBean.processFormRequest(OAPageBean.java:3169)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:1924)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:567)
  at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:455)
  at _pages.__oa._jspService(__oa.java:233)
  at weblogic.servlet.jsp.JspBase.service(JspBase.java:34)
  


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Open Customer Support Agent Dashboard
2. Click on an Service Request
3. On the Resolution and Wrap Up tab, click on 'Update' for a task
4. On the task details tab, click 'Personalize Details' (which will Personalize /oracle/apps/csf/portal/task/webui/CsfTaskPG.TaskDetailsRN
5. On the personalization page, select Personalization Level Site:Site and click Go
6. Now get the exception

Changes

Cause

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