Remote Messages Fail For Unacknowledged Assignments (Doc ID 2205981.1)

Last updated on NOVEMBER 30, 2016

Applies to:

Oracle Utilities Mobile Workforce Management - Version 2.2.0.1.0 to 2.2.0.3.13 [Release 2.2]
Information in this document applies to any platform.

Symptoms

Remote Messages fail for Unacknowledged Assignments

There are numerous Task Types configured to Require Acknowledgement (emergency and non-emergency). When an Assignment is scheduled and dispatched to a Crew's MDT, the prompt asks the Crew to Accept or Reject the Assignment. If the Crew does not respond in a defined amount of time, the Assignment is automatically Recalled with a Status Reason of Unacknowledged. The intent is for the scheduler to then find another appropriate Crew to assign and dispatch the work to.

The Remote Message from the MDT back to MWM for the Returned/Unacknowledged status is failing with an error "Log Task ID xxxxxxxxxxxxxx Sequence 2 is of log type Status Transition, and therefore cannot be deleted.". Hundreds of these failures are occurring.

MWM continues to successfully reassign and dispatch the Activity. The original Assignment is also successfully closed out on the server-side. It is only the Remote Message that is stuck in a failed status (and the open accompanying To Do).

1) Since the Returned/Unacknowledged status change is initiated by the server, what should the Remote Message actually be processing? Is it even needed since, based on what we're seeing, the Assignment shouldn't even be available on the MDT since the Crew did not accept or reject it.
2) Based on the error message about deleting a log entry, why would the system ever attempt to delete a log entry?

Key take-away is that we should not be seeing these Remote Messages fail from the server initiated actions.

ERROR
-----------------------
"Log Task ID xxxxxxxxxxxxxx Sequence 2 is of log type Status Transition, and therefore cannot be deleted.".

Changes

 

Cause

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