Contact Center: Error APP-JTF-210604 Jtf_grid.clearAllRows Searching For A Service Request (Doc ID 2117476.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

Got error on Contact Center when tried to search for a Service Request.

Error:

APP-JTF-210604: Program error: Please inform your system
administrator or support representative that

jtf_grid.clearAllRows package reports error.

An expected error occurred in jtf_grid.clearAllRows

grid: <SERVICE_HISTORY_GRID.SRH_GRID>
datasource: <CS_SR_SRT_SERVICE_REQUEST_NUM>

The following information is available:

dataBuffer = i =

The error is most likely in the form or the metadata
definition. Please check the following alert for the error
code.

-------------------------------------------------

The error stack is (first 1000 bytes):

ORA-20001: APP-JTF-210631: The server packages have been re-initialized.
All persistent information about the grid
3.SERVICE_HISTORY_GRID.SRH_GRID has been lost.

Please initialize the grid again.
ORA-06512: at "APPS.APP_EXCEPTION", line 72
ORA-06512: at "APPS.JTF_GRIDDB", line 64
ORA-06512: at "APPS.JTF_GRIDDB", line 78
ORA-06512: at "APPS.JTF_GRIDDB", line 2115

Steps:

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

 - Search for a Customer
 - Go to Install Base tab and select install base.
 - Click 'Go' on Create Service Request

 => The error messages showed up.

What is Working:

- When testing the datasource CS_SR_SRT_SERVICE_REQUEST_NUM in CRM form there is no error.
- Once logged back messages are not showed any more.

Cause

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