Customer Callback Setting is Ignored for Momentary Outages

(Doc ID 2266237.1)

Last updated on MAY 26, 2017

Applies to:

Oracle Utilities Network Management System - Version 1.12.0.3 to 2.3.0.0.0 [Release 1.12 to 2.3]
Oracle Network Management for Utilities - DMS - Version 1.12.0.3 to 2.3.0.0.0 [Release 1.12 to 2.3]
Information in this document applies to any platform.

Symptoms

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).

Changes

 

Cause

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