Service Request Form Personalization Causing FRM-40106 and FRM-41017 Errors
(Doc ID 864752.1)
Last updated on MAY 10, 2018
Applies to:Oracle Teleservice - Version 12.1.1 and later
Information in this document applies to any platform.
When attempting to see the details for a service request from the Service Request Tab in the Contact Center, receive the following errors:
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:
(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
That no errors should appear in the Service Request Tab
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.
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