Error Creating Service Request FRM-40815: Variable GLOBAL_FIRST_TIME Does Not Exist (Doc ID 2133569.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Contact Center

When attempting to create a service request with automatic task using Contact Center > Service Request tab > the following error occurs after the Quick Task forms pop-up:

ERROR
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FRM-40815: Variable GLOBAL.FIRST_TIME does not exists

This only occurs upon the first logon to EBS, opening the Contact Center form and first logging an SR.
If the user creates a second SR then no error appears.
If the user closes the form or even switches responsibility and then comes back to the Contact Center form later to raise another SR, they do not see the error again.
The error will only occur if the EBS session is logged out of, closed and re-logged on.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Logon to eBusiness Suite and go to Contact Center
2. Create an SR with auto task (Quick Task forms pop-up)
3. The new SR/Task are created, but the reported error occurs when saving the SR/Task.
This only occurs upon the first logon to EBS, opening the Contact Center form and first logging an SR.
If the user creates a second SR then no error appears.
If the user closes the form or even switches responsibility and then comes back to the Contact Center form later to raise another SR, they do not see the error again.
The error will only occur if the EBS session is logged out of, closed and re-logged on.


Cause

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