In Web Call Entry, Attempting Update an Inactive Call and Pressing Save Results in an Error (Doc ID 2185378.1)

Last updated on NOVEMBER 22, 2016

Applies to:

Oracle Utilities Network Management System - Version 1.12.0.3 and later
Oracle Network Management for Utilities - DMS - Version 1.12.0.3 and later
Information in this document applies to any platform.

Symptoms

On : 1.12.0.3 version, Web Call Entry

If an operator makes a chance to an inactive call and attempts to save it, errors are generated in the logs.

In the JMService log, this error appears:
08/30/16 15:28:56: JMService 0x607,ctp=15066d818,"JMService::processCall(parse calls)" JMCall.C:1277: JMCall::createCallFromInput(const JMSInput &, CustDataList &, time_t &)
*WARNING* JMCall::createCallFromInput - can't find an existing call with external id 'xxxxxxx'

In the corbagateway log, this error appears:
08/30/16 15:28:56: corbagateway 0x1011,ctp=1103bd608,"InterSysImpl::reportIncidentSP" **ERROR** InterSysImpl::reportIncidentSP: trying to send input to JMS: -4




The issue can be reproduced at will with the following steps on an OPAL-configured system:

  1. In Web Call Entry, place several non-outage calls for MICHAEL A + ANGELA M BLOOM.
  2. In Web Workspace, complete the Events for those calls.
  3. In Web Call Entry, place an All Out call for MICHAEL A + ANGELA M BLOOM
  4. Cancel the call (via Web Call Entry) with a reason of "test 1".
  5. Press the Clear button in Web Call Entry
  6. In Web Call Entry, search for MICHAEL A + ANGELA M BLOOM.
  7. Press the Call History button.
  8. In the Call History panel, select the the active='C' entry, change the value in the "Reason" field and press the Save button.
  9. Observe the error

Changes

 

Cause

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