Copy Case Function Is Erroring (Doc ID 1999718.1)

Last updated on MARCH 23, 2016

Applies to:

Oracle Customer Support - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Service Request Form

When attempting to use the Copy Case button using the Customer Support Specialist responsibility/Case Managementh, the following error occurs.

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

..
Error Page
Exception Details.
 oracle.apps.fnd.framework.OAException: oracle.jbo.NoDefException: JBO-25058: Definition ShowCoveredSiteFlag of type Attribute not found in SubjectFlagsVO
at oracle.apps.fnd.framework.webui.OAPageErrorHandler.prepareException(OAPageErrorHandler.java:1247)
at oracle.apps.fnd.framework.webui.OAPageErrorHandler.processErrors(OAPageErrorHandler.java:1435)
at oracle.apps.fnd.framework.webui.OAPageBean.processRequest(OAPageBean.java:2684)
at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:1949)
at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:549)
at oracle.apps.fnd.framework.webui.OAPageBean.preparePage(OAPageBean.java:437)


STEPS
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The issue can be reproduced at will with the following steps:
(R) Customer Support Specialist
(N) Agent Dashboard
Query SR
Click on Update
Click on Copy Case
Click on Go

The error above is displayed

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use the Copy Case functionality in Production.

Cause

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