My Oracle Support Banner

Customer Support Specialist: Error Clicking On Hyperlink 'Return To Service Request' At The Bottom Of The Page (Doc ID 2439924.1)

Last updated on AUGUST 27, 2018

Applies to:

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

Symptoms

There is an error when clicking on the "Return to Service Request ###" link at the bottom of the page, or when Return to 'Search for Similar'.

Error:

Exception Details.    
 oracle.apps.fnd.framework.OAException: java.lang.NullPointerException
    at  oracle.apps.fnd.framework.OAException.wrapperException(OAException.java:912)
    at  oracle.apps.fnd.framework.webui.OAPageErrorHandler.prepareException(OAPageErrorHandler.java:1213)
    at  oracle.apps.fnd.framework.webui.OAPageErrorHandler.processErrors(OAPageErrorHandler.java:1478)
      [ ... ]

   ## Detail 0 ##
   java.lang.NullPointerException
    at  oracle.apps.cs.csz.multiproduct.server.util.MPInstanceUtil.updateInstacne(MPInstanceUtil.java:89)
    at  oracle.apps.cs.csz.multiproduct.webui.MultiProductCO.processFormRequest(MultiProductCO.java:243)
    at  oracle.apps.fnd.framework.webui.OAWebBeanHelper.processFormRequest(OAWebBeanHelper.java:909)
   [...]

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

* Scenario 1:
       1. Go to Service Request 12345
       2. Go to the Problem and Diagnosis Tab
       3. View Service History
       4. Click on a Number on service history which hyperlink that brings you to a new page to review information
       5. At the bottom of the page there is a hyperlink that sales Return to Service Request - "12345". Click on this Hyperlink
  => Get the error: "You have encountered an unexpected error. Please contact your system Administrator."

* Scenario 2:
      1. Go to Service Request 12345
      2. Go to the Problem and Diagnosis Tab
      3. Go to the Related Service Request Section and Expand that
      4. click on the Related Service Request
      5. View the information and scroll down to the bottom of the age, there is a hyper link that says "Return to Service Request - 12345". Click on the hyperlink.
 => Get the error: "You have encountered an unexpected error. Please contact your system Administrator."

* Scenario 3:

     1. Go to SR
     2. From the Global Action drop down options, select 'Search for Similar' and click Go.
     3. In this page, select for a SR from the Search Results table when searching with Product or Customer.
     4. Navigates to SR read-only page
     5. From bottom of the page, click on the link Return to Search for Similar.
 => Get the error.

Workaround:

Use the link at the top.

Cause

To view full details, sign in with your My Oracle Support account.

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


In this Document
Symptoms
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.