Java Exception 'ArrayIndexOutOfBoundsException' When Generating Report From Agent Dashboard

(Doc ID 2230614.1)

Last updated on FEBRUARY 06, 2017

Applies to:

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

Symptoms

On : 12.2.5 version, Agent Dashboard

When attempting to generate report,
the following error occurs.

ERROR
-----------------------
You have encountered an unexpected error, Please contact system administrator.

Exception Details.
oracle.apps.fnd.framework.OAException: java.lang.ArrayIndexOutOfBoundsException: 0
at oracle.apps.fnd.framework.OAException.wrapperException(OAException.java:912)
## Detail 0 ##
java.lang.ArrayIndexOutOfBoundsException: 0
at oracle.apps.cs.sr.reports.server.SRReportAMImpl.getTimeZoneName(SRReportAMImpl.java:121)


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigate to Customer Support Specialist -> Agent Dashboard
2. Open the Service Request
3. In the update SR page, select the Generate Report from drop-down and click on 'Go' button.


Cause

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