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Service HTML Crashes For Closed SRs If 'Disallow Request Update' Flag Is On (Doc ID 2487741.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 12.2.6 to 12.2.6 [Release 12.2]
Information in this document applies to any platform.

Symptoms

When accessing Closed service requests via HTML Service, the page crashes when trying to access the Problem and Diagnosis tab.

Error:

## Detail 0 ##
       java.lang.ClassCastException: oracle.apps.fnd.framework.webui.beans.table.OATableBean cannot be cast to oracle.apps.fnd.framework.webui.beans.table.OAAdvancedTableBean
             at oracle.apps.cs.csz.instanceHistory.webui.InstanceHistoryCO.processRequest(InstanceHistoryCO.java:86)
             at oracle.apps.fnd.framework.webui.OAWebBeanHelper.processRequest(OAWebBeanHelper.java:643)
      [...]

Steps:

(R) Service
(N) Setup > Definitions > Service Request Statuses
-- Select the 'Closed' Status
-- Set the 'Disallow Request Update' flag to enable.

(R) Customer Support Specialist
(N) Agent Dashboard
-- Select a Closed service request and open
-- Select the Problem and Diagnosis tab.

=> Error occurs.

What is Working:

This issue only occurs if we have the "Disallow Request Update" flag set on the Service Request Status Restrictions.
If we disable this flag users can update Closed service requests which is not acceptable.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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