Customer Callback Setting is Ignored for Momentary Outages
Last updated on MAY 26, 2017
Applies to:Oracle Utilities Network Management System - Version 220.127.116.11 to 18.104.22.168.0 [Release 1.12 to 2.3]
Oracle Network Management for Utilities - DMS - Version 22.214.171.124 to 126.96.36.199.0 [Release 1.12 to 2.3]
Information in this document applies to any platform.
A Momentary-outage call (such as a Flickering Lights) is entered via Web CallEntry, and the customer requests a callback.
When the outage is completed, the IVRAdapter is not giving the customer a callback.
It is expected that the IVRAdapter should handle all callbacks the same.
The issue can be reproduced at will with the following steps:
1) Place Flickering Light (or other type) momentary outage trouble code call via WCE with callback request set to Yes
2) Validate an M-NEW outage is created and there is an associated record in INCIDENTS with callback_request = 1
3) Assign a crew, go enroute, onsight, and complete the outage
4) Verify outage completed, look for callback in TROUBLE_CALLBACKS (not found).
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