'Java.Lang.NullPointerException' Error When Click on Service Requests From iSupport

(Doc ID 2198774.1)

Last updated on SEPTEMBER 03, 2017

Applies to:

Oracle iSupport - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Homepage

When attempting to click on certain Service Requests,
the following error occurs.

ERROR
-----------------------
"Java.Lang.NullPointerException"
at oracle.apps.ibu.requests.UpdateSRRequestHandler.loadSRMainData(UpdateSRRequestHandler.java:1380)
at oracle.apps.ibu.requests.UpdateSRRequestHandler.loadSRData(UpdateSRRequestHandler.java:951)
at oracle.apps.ibu.requests.UpdateSRRequestHandler.<init>(UpdateSRRequestHandler.java:317)
at _pages.__ibusrdetails._jspService(__ibusrdetails.java:2728)
at weblogic.servlet.jsp.JspBase.service(JspBase.java:34)
at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
..
..
at oracle.security.jps.ee.http.JpsAbsFilter.runJaasMode(JpsAbsFilter.java:121)
at oracle.security.jps.ee.http.JpsAbsFilter.doFilter(JpsAbsFilter.java:211)
at oracle.security.jps.ee.http.JpsFilter.doFilter(JpsFilter.java:71)
at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:60)
at weblogic.work.ExecuteThread.execute(ExecuteThread.java:263)
at weblogic.work.ExecuteThread.run(ExecuteThread.java:221)


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to apps
2. Navigate to "iSupport Individual User" (R) -> Home
3. Click on more button in the Service Requests region.
4. Click on the service request number link.


Cause

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