TeleService: FRM-40735 WHEN-VALIDATE-ITEM Trigger Error Creating Service Request (Doc ID 2111658.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

After applying Service Patch 21301645 (August 2015), there are errors in the Service Request form > Contacts /Addresses tab.

When the user creates a service request starting with the Instance Number of the Installed Base instance as the driver to populate the SR header, the address on the SR header is not automatically populated.
When the user creates and saves the SR, an error occurs on the screen.

Error:

* On Screen:

FRM-40735: WHEN-VALIDATE-ITEM trigger raised unhandled exception ORA-01403

An error may appear at the bottom of screen as well:
FRM-40222: Disabled item 'INCIDENT_TRACKING.CUST_SITE_NAME' failed
validation.

* In FRD:

Executing COPY Built-in:
In Argument 0 - Type: String Value: Completed
app_item_property.set_property.
In Argument 1 - Type: String Value: global.frd_debug

Unhandled Exception ORA-01403
State Delta:

Error Message: FRM-40735: WHEN-VALIDATE-ITEM trigger raised unhandled
exception ORA-01403.

ON-ERROR Trigger Fired:
Form: CSXSRISR

[...]

Executing MESSAGE Built-in:
In Argument 0 - Type: String Value: FRM-40222: Disabled item
'INCIDENT_TRACKING.CUST_SITE_NAME' failed validation.
In Argument 1 - Type: Number Value: 121

# 20 - CSXSRISR:INCIDENT_TRACKING.CUST_SITE_NAME.1444651492871094000
ALERT OK

Unhandled Exception ORA-100501
State Delta:
CSXSRISR, 34, Trigger, Exit, -239595552, ON-ERROR

Steps:

1. Open the create Service Request form
2. Enter the Serial Number
3. Error occurs

What is Working:

- If the Service Request is created from the Contact Center > SR tab, the issue would not occur.
- It works when Bill To and Ship To from the Installed Base  are defined as Party Relationships with the IB owner.

 

Cause

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