TeleService Error: ORA-01403 "FRM-40735: ON-UPDATE trigger raised unhandled exception ORA-04068" And "FRM-40735: WHEN-CREATE-RECORD trigger raised unhandled exception ORA-06508" When Accessing 'Log and Notes' or 'Tasks' On Service Request Form (Doc ID 783727.1)

Last updated on APRIL 13, 2017

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
This problem can occur on any platform.
CSXSRISR.fmb

Symptoms

Cannot access "Log and Notes" or "Tasks" on any Service Request.
Click 'Log and Notes' button, or navigation to the 'Tasks' tab, causes errors and the application closes.

Errors:

  ORA-01403: no data found
  FRM-40735: WHEN-CREATE-RECORD trigger raised unhandled exception ORA-06508.

 or

  FRM-40735: ON-UPDATE trigger raised unhandled exception ORA-04068
  ORA-01403: no data found


Steps to Reproduce:

(R) Customer Support (11i) or Service (R12)
(N) Service Requests > Create Service Requests

 - Open an existing Service Request.
 - Click the 'Log and Notes' button and get the error
 - Click the 'OK' button

 => The form may close and the user sent back to the Navigator.

 or

 - Query an existing Service Request.
 - Go to the Tasks tab.
 - Change any field (for instance, OWNER) and save.

 => The error pops up and user gets kicked out of the Application.

Changes

Upgraded environment or applied Service Patch.

Cause

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