TeleService: JRE Crash EXCEPTION_ACCESS_VIOLATION Accessing Attributes Or Notes (Doc ID 2037098.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Applications Technology Stack - Version 12.1.3 and later
Information in this document applies to any platform.
CSXSRISR.fmb

Symptoms

Since upgrading to EBS Teleservice R12.1.3 from R12.1.2, we receive a fatal application crash when attempting to access the Attributes for the second time on the Service Request (CSXSRISR) form, after a Note has been saved to the Service Request.

Previous engineer recommended to upgrade to JDK 1.6.0_25 and test again.
Customer was using JRE version 1.6.0_17, and installed JRE client 1.6.0u25, not the JDK.
Issue persists, but since then, Oracle Applications browser windows do not crash and a Java Runtime Exception log is not created.

Applied Patch 17997823 - CS Feb 2014. Same results.

Error:

JRE crash EXCEPTION_ACCESS_VIOLATION

Steps:

1. Open an existing Service Request (CSXSRISR)
2. Create and Save a Note associated to the Service Request.
3. Click the attributes button on the form.
4. Attributes dialog box appears ok.
5. Close the Attributes dialog box.
6. Click the Attributes button again.
7. Application is unresponsive, egg timer appears.

WHAT IS WORKING
---------------
1. The error does not occur in our previous R12.1.2 environment.

2. The error does not occur if we don't create and save a Note.
   In that case, we can open the attributes as many times with no issues.

3. Similarly, if after creating and saving a new Note, then clicking into the "Problem Summary" field immediately after saving the Note, we don't have
 an issue with accessing the attributes.

4. No issues with adding a Note in the Contact Center (CSCCCCRC) form.
    Adding a Note is ok. The issue occurs when attempting to access the attribute dialog box for a second time, following saving a new Note to the SR (CSXSRISR) form.

5. In internal Oracle Support instance, the issue can NOT be replicated.
    Note: JRE Version 7 Update 51  (build 1.7.0_51-b13).

NOTE
----
To fix invalid objects CSF_IB and CUG_INCIDNT_ATTR_VALS_RG_VL, customer did not apply any of the recommended fixes.
Instead, they altered the standard objects manually to validate them.

* For CSF_IB package:
  The error for the package was "PLS-00306: wrong number or types of arguments in call to 'PROCESS_TRANSACTION'".
  This was due to referencing an incorrect method signature for "csi_process_txn_grp.process_transaction".
  Customer **removed** the parameter "p_inv_txn_typeid_from_cs => l_inv_txn_typeid" in the method call and the package compiled ok.

* For CUG_INCIDNT_ATTR_VALS_RG_VL view:
  This view was invalid due to incorrect PL/SQL for the CREATE VIEW command.
  Had included an additional column name in the alias of the CREATE OR REPLACE command.
  The view is also invalid in the old R12.1.2, which is working ok.
  Customer **removed** the column name and the view was created ok.

BUSINESS IMPACT
-----------------------
User has to close Oracle Application java client from Windows Task Manager and log back into application.

Cause

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