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IVR - PR_CUSTOMER_EVENT_DETAILS Procedure Does Not Correctly Determine Affect Customers (Doc ID 2627262.1)

Last updated on MARCH 12, 2021

Applies to:

Oracle Utilities Network Management System - Version 2.4.0.1.0 to 2.4.0.1.0 [Release 2.4]
Oracle Network Management for Utilities - DMS - Version 2.4.0.1.0 to 2.4.0.1.0 [Release 2.4]
Information in this document applies to any platform.

Symptoms

On : 2.3.0.2.0 version, NMS Infrastructure

ACTUAL BEHAVIOR
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IVR - Call Grouping Issue

When a customer (cust_1) call to report an outage from the IVR. It's invoking the PR_CUSTOMER_EVENT_DETAILS procedure inside PK_IVR_INTERFACE package to check existing outage. If there is any customer (cust_2) out (even it's a PSO) on that device such as transformer then it said this customer (cust_1) already out which is not correct. Looks like the query is checking the outage on the device not on individual account/premise.

here is the test cases:
Test 1: Reported an outage on a customer (cust_1) on transformer A – (Probable/predicted service outage) -- > this works correctly
Test 2: reported another customer (cust_2) out on the same transformer A – IVR reported that “We are AWARE of the outage…” this is incorrect since there is only 1 customer reported out on the same transformer. If it’s a DEVICE (Probable/predicted device outage) outage then it’s correct, but not in this case.
 


Cause

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In this Document
Symptoms
Cause
Solution
References


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