Missing Host Alternate ID (CCB FA ID) On Some Activities In MWM

(Doc ID 2309455.1)

Last updated on SEPTEMBER 21, 2017

Applies to:

Oracle Mobile Workforce Cloud Service - Version NA and later
Oracle Utilities Mobile Workforce Management - Version 2.3.0.0.0 to 2.3.0.1.0 [Release 2.3]
Oracle Process Integration Pack for Oracle Utilities Field Work - Version 12.2.0.0.0 and later
Information in this document applies to any platform.

Symptoms

On : NA version, System Wide

ACTUAL BEHAVIOR
---------------
Missing Host Alternate ID (CCB FA ID) on some Activities in MWM

CC&B > FWPIP (Cloud) > MWM (Cloud)

Some Activities in MWM are missing the Host Alternate ID on the Activities. These can be the same Service Point and same FA Type, but some individual FAs are missing the Host Alternate ID. This makes it more difficult for CSRs from CC&B to work with MWM field users since the CC&B FA ID is the most common way to refer to an Activity between systems.

The Host External ID is a workaround, but not practical since it is exceedingly long for users to exchange over the phone, radio, etc.

They  looked at it and seems to be timing issue where there is a XREF lookup to get CC&B ID before invoking MWM, however the XREF entry is not yet committed on the DB.
This does not mean the XREF entry is not happening, we checked the DB that xref entries are there.

The fix for this would be a patch to not do a XREF lookup and instead get it from EBM message itself. The fix would also need to ensure the behavior work for other edge applications (eg: WAM)



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