Service: java.lang.NullPointerException (CsfTaskAMImpl.java) Trying to Update Service Request Tasks (Doc ID 2137433.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 12.2.4 to 12.2.5 [Release 12.2]
Information in this document applies to any platform.

Symptoms

For some of the Service Request created in current or previous releases, users are unable to update Tasks.

Errors:

* In the UI:

   You have encountered an unexpected error.

* In View Source:

[...]

java.lang.NullPointerException
   at java.math.BigDecimal.Cini3E(BigDecimal.java%3A739)
   at oracle.apps.csf.portal.task.server.CsfTaskAMImpl.setSROrgId(CsfTaskAMImpl.java%3A261)
   at sun.reflect.NativeMethodAccessorImpl.invoke0(Native+Method)
   at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java%3A57)
   at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java%3A43)
   at java.lang.reflect.Method.invoke(Method.java%3A606)
   at oracle.apps.fnd.framework.server.OAUtility.invokeMethod(Unknown+Source)
   at oracle.apps.fnd.framework.server.OAUtility.invokeMethod(Unknown+Source)
   at oracle.apps.fnd.framework.server.OAApplicationModuleImpl.invokeMethod(OAApplicationModuleImpl.java%3A818)
   at oracle.apps.csf.portal.task.webui.CsfTaskCO.initUIForCustSuppResp(CsfTaskCO.java%3A927)
   at oracle.apps.csf.portal.task.webui.CsfTaskCO.processRequest(CsfTaskCO.java%3A114)
   at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processRequest(OAWebBeanHelper.java%3A631)

[...]

Steps:

(R) Service
(N) Agent Dashboard

 - Click on a Service Request
 - Note the Operating Unit is NULL - just the label, no field available to enter text, no drop-down to select a value.
 - Navigate to 'Resolution and Wrap Up' tab
 - Access the associated Task
 - Click on Update

 => Exception Error

What is Working:

- No problem creating, updating Service Request Tasks created in 12.2.5.
- For most migrated SR's (from R12.0.6), users are also able to update SRs and Tasks in 12.2.5 instance.

Changes

 Upgrade from Release 12.0.x to Release 12.2.x.

Cause

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