TeleService: Error FRM-40831: Truncation Occurred With Special Characters (Doc ID 2092898.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

When querying a SR, the following error occurs.

There are special characters in the Values of the tracking block and field:
i.e.
         邮箱:xielianghua2009@163.c

Error:

FRM-40831: Truncation occurred: value too long for field INCIDENT_ATTRIBUTE3.
FRM-40831: Truncation occurred: value too long for field CUSTOMER_ATTRIBUTE3

Steps:

[ 1 ] Issue reported in PROD:

   Find SR # 356762
   Error:
    FRM-40831: Truncation occurred: value too long for field INCIDENT_ATTRIBUTE3.

  The grid shows something though...:
  - Problem Summary: 20150533
  - Customer: Zhuhai System Instr.

Same issue appearing in G2 as well for the SR, being a PROD clone.
 
[ 2 ] Replication in G2:

  - Created an SO from depot repair for the account number# 2089103
  - SR 371834
  - RO 356633
  - Details tab:
      . Instance = 1568026
      . Serial Number = Replica_376290
      . Currency = VBC

 - Open SR 371834
   . Folder = SERVICE NEW
   . SR Summary =  Replication for SR # 376290.
   . It is opening normally, but a similar error appears at the bottom of the form:
             FRM-40831: Truncation occurred: value too long for field CUSTOMER_ATTRIBUTE3

Cause

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