Service: OAF Page Crashes When Trying To Add A Contact To An Existing Service Request

(Doc ID 2419621.1)

Last updated on JULY 05, 2018

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

When attempting to update Service Request (SR), the following error occurs.

Error:

Error Page
Exception Details.

[...]

## Detail 0 ##
java.lang.NullPointerException
at oracle.apps.cs.csz.tca.server.CreateContactRootAMImpl.getPartyId(CreateContactRootAMImpl.java:63)
at oracle.apps.cs.csz.tca.server.CreateContactRootAMImpl.getNonDuplicatePartyId(CreateContactRootAMImpl.java:79)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:606)
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:783)
at oracle.apps.cs.csz.tca.webui.ContactDummyDupPreventionCO.getNonDuplicatePartyId(ContactDummyDupPreventionCO.java:235)
at oracle.apps.cs.csz.tca.webui.ContactDummyDupPreventionCO.callPartyDuplicateCheck(ContactDummyDupPreventionCO.java:84)
at oracle.apps.cs.csz.tca.webui.ContactDummyDupPreventionCO.processRequest(ContactDummyDupPreventionCO.java:54)
at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processRequest(OAWebBeanHelper.java:643)
at oracle.apps.fnd.framework.webui.OAWebBeanContainerHelper.processRequest(OAWebBeanContainerHelper.java:283)
at oracle.apps.fnd.framework.webui.beans.layout.OAMessageComponentLayoutBean.processRequest(OAMessageComponentLayoutBean.java:528)
[ ... ]


Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 - Open a New SR using an existing customer.
 - Go to Customer Profile and select Update Contact
 - Select Create
 - Add Contact Name and phone Number
 - Click Apply

=> Error occurs.

Cause

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