Service Request Form Personalization Causing FRM-40106 and FRM-41017 Errors (Doc ID 864752.1)

Last updated on APRIL 01, 2016

Applies to:

Oracle Teleservice - Version 12.1.1 and later
Information in this document applies to any platform.
***Checked for relevance on 25-Jul-2012***


Symptoms

PROBLEM
When attempting to see the details for a service request from the Service Request Tab in the Contact Center, receive the following errors:

ERROR
FRM-40106: No navigable items in destination block
FRM-41017: Cannot set UPDATE ALLOWED attribute of non-enabled item INCIDENT_TRACKING.INCIDENT_CITY
FRM-41017: Cannot set UPDATE ALLOWED attribute of non-enabled item INCIDENT_TRACKING.INCIDENT_STATE
FRM-41017: Cannot set UPDATE ALLOWED attribute of non-enabled item INCIDENT_TRACKING.INCIDENT_POSTAL_CODE

STEPS TO REPRODUCE
The issue can be reproduced at will with the following steps:
(R) Service
(N) Service Requests > Create Service Request > Help > Diagnostics > Custom Code > Personalize
- Remove the one time address, city, country, address, state, postal code fields from the SR tab
(N) Contact Center
- Enter Customer Name
- Click Service Request tab
- Select SR number
- Click Details Button
- Receive Errors

EXPECTED BEHAVIOR
That no errors should appear in the Service Request Tab

BUSINESS IMPACT
The issue has the following business impact:
Not getting desired results. User confused why getting these errors for fields that are not on the form.

Cause

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