TeleService - Service HTML: Errors Updating Service Request Type

(Doc ID 2173787.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

In Service Request forms Users get an error while selecting Request Type from the LOV.

Error:

* In TeleService:

   This service request type is not associated with a business process.
   You must specify a business process in the Service Request Types setup window.

 

* In Customer Support Specialist or Service Desk:

## Detail 0 ##
java.lang.NullPointerException
at oracle.apps.cs.csz.incident.webui.eventhandler.SRDataChangeEventHandler.revalidateTypeChange(SRDataChangeEventHandler.java:353)
at oracle.apps.cs.csz.incident.webui.eventhandler.SRDataChangeEventHandler.doTypeChangePPREvent(SRDataChangeEventHandler.java:618)
at oracle.apps.cs.csz.incident.webui.eventhandler.SRDataChangeEventHandler.processEvent(SRDataChangeEventHandler.java:139)
at oracle.apps.cs.csz.issue.webui.SRHeaderIssueCO.processFormRequest(SRHeaderIssueCO.java:221)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:854)
at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(OAWebBeanContainerHelper.java:423)
at oracle.apps.fnd.framework.webui.beans.layout.OATableLayoutBean.processFormRequest(OATableLayoutBean.java:372)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1066)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequestChildren(OAWebBeanHelper.java:1032)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:887)
at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processFormRequest(OAWebBeanContainerHelper.java:423)


Steps:

(R) Service
(N) Service Requests > Create Service Requests


(R) Customer Support Specialist
(N) Agent Dashboard

 - Enter SR Type


Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms