Open UI Dispatch Board - Periodic Freeze Situation/error

(Doc ID 2329521.1)

Last updated on NOVEMBER 17, 2017

Applies to:

Siebel Field Service - Version 16.13 [IP2016] and later
Information in this document applies to any platform.

Symptoms

On : 16.13 [IP2016] version, Field Service

Issue Description:
We have a periodic error when dispatching activities. Previously, we experienced this error / freeze situation very rarely. After we upgraded our test environment from patchset 9 to patchset 13 we are experience the error / freeze situation quite more often.
This error happens during the drag-and-drop operation from the activity list applet to the dispatch board gantt chart.
What happens is that when grabbing an activity from the list, the cursor changes to a plus sign (+) which is normal, but the activity info box is missing, see 'Screenshot 1 - Error.jpg'. It should have been as shown in 'Screenshot 2 - Normal.jpg'.
The cursor contiues to show the plus sign. The only method we have found to get out for the freeze situation is to terminate the browser session.
We have one pattern, the error / freez situation hapens more often when we first do a search in the activity list applet for a specific record and then perform the drag-and-drop operation of the activity to the dispatch board gantt chart.

ACTUAL BEHAVIOR
---------------
Open UI Dispatch Board - Periodic freeze situation/error

EXPECTED BEHAVIOR
-----------------------
Open UI Dispatch Board - Periodic freeze situation/error - Should not be the case

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. drag-and-drop operation from the activity list applet to the dispatch board gantt chart.
2 when grabbing an activity from the list, the cursor changes to a plus sign (+) which is normal, but the activity info box is missing, see 'Screenshot 1 - Error.jpg'. It should have been as shown in 'Screenshot 2 - Normal.jpg'.
  The cursor continues to show the plus sign. The only method we have found to get out for the freeze situation is to terminate the browser session.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
 To get out for the freeze situation is to terminate the browser session.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms