Service Request: Unable to Create SR (with or without Item Instance) Due to Timezone Error (Doc ID 1990093.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Oracle Installed Base - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

Unable to create a Service Request because of a Timezone error relating to the Customer or to the 'Installed at Location'.

Error:

  ErrOR IN Populate_Incident_Date: ORA-01882: timezone region not found

  ORA-06512: at "APPS.FND_TIMEZONES_PVT", line 29
  ORA-06512: at "APPS.FND_TIMEZONE_PUB", line 9

Steps:

(R) Field Service Dispatcher (or any Service responsibility)
(N) Service Request > Create Service Request

- Enter Serial Number of instance
       or
- Enter Customer Account number


=> Get the error

What is Working:

- The majority of Customers do not cause any errors.
- The majority of Serial Number do not cause any errors.
- If the tzname exists, the error does not occur.

Workaround:

- For an Item Instance, delete the Timezone from the location of the Installed Base item before creating an SR for the instance.
- For a Customer, in the past is was possible to remove the Timezone from the Contact Center - Address tab, but not anymore.

Cause

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