TeleService Error: "FRM-40105: Unable to resolve reference to item INCIDENT_TRACKING.ATTRIBUTE1" When Creating a Service Request (Doc ID 1999153.1)

Last updated on NOVEMBER 17, 2015

Applies to:

Oracle Teleservice - Version 12.2.3 to 12.2.4 [Release 12.2]
Information in this document applies to any platform.

Symptoms

On : 12.2.x version, when attempting to create a service request (in the Contact Center or Service Request forms) the following errors are generated:

ERROR
------------------
FRM-40105: Unable to resolve reference to item INCIDENT_TRACKING.ATTRIBUTE1
[...]
FRM-40105: Unable to resolve reference to item INCIDENT_TRACKING.ATTRIBUTE20

-or-

FRM-40105: Unable to resolve reference to item BILL_TO_ADDRESS_BLK.GLOBAL_ATTRIBUTE1
[...]
FRM-40105: Unable to resolve reference to item BILL_TO_ADDRESS_BLK.GLOBAL_ATTRIBUTEn

The user has to click on ok button in the error window and the multiple windows that pop up after this, before being able to proceed with service request creation.


Expect the Service Request creation process to progress without any errors while entering the required fields.

Steps to Reproduce

The issue can be reproduced at will with the following steps:

(R) Service
(N) Customer Management > Contact Center

- Enter Account Number
- Customer information is populated
- Click on Service Request tab.

-or-

(R) Service
(N) Create Service Request

 - Enter customer name and tab

Cause

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