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Context Driven Descriptive Flexfield Causes Error In Customer Support HTML UI (Doc ID 317446.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Customer Support - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.


You are unable to use Context Fields with the Descriptive Flexfield (DFF) for Service Request in the new HTML Customer Support Specialist page.

In the HTML form, you went into the Personalization page to allow the DFF fields to be visible, as they are shipped and non-visible by default.
The DFF segments correctly appear (base on the context defined) but the form throws an error and locks up:


Error stack of the JSP exception if any:
Responsibility is not valid. Make sure the responsibility is defined and assigned to the user.
at oracle.apps.jtf.util.GeneralPreference.switchResponsibility(
at oracle.apps.ibu.common.GuestUtil.setupGuestUser(
at _oa__html._ibuhpage._jspService(
at oracle.jsp.runtime.HttpJsp.service(
at oracle.jsp.JspServlet.doDispatch(
at oracle.jsp.JspServlet.internalService(
at oracle.jsp.JspServlet.service(
at javax.servlet.http.HttpServlet.service(
at org.apache.jserv.JServConnection.processRequest(
Responsibility is not valid. Make sure the responsibility is defined and assigned to the user.

What is working

This DFF works in the regular form.
If the DFF is disabled, after bouncing Apache the form works fine, but there is no DFF.


1. Applied <Patch 4378713> - Customer Support Patch 11i.CSZ.A to view the new HTML Customer Support Specialist responsibility functions.
2. Create context DFF driven by a form reference field.
3. Make the DFF visible in the HTML Customer Support personalization.


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