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Groupable Non Outage Calls are not Grouping to Outage Call from the Same Customer (Doc ID 2750616.1)

Last updated on MARCH 12, 2021

Applies to:

Oracle Utilities Network Management System - Version 2.3.0.2.0 to 2.5.0.1.0 [Release 2.3 to 2.5]
Oracle Network Management for Utilities - DMS - Version 2.3.0.2.0 to 2.5.0.1.0 [Release 2.3 to 2.5]
Information in this document applies to any platform.

Symptoms

On : 2.4.0.1.0 version, NMS Infrastructure

Non outage calls not grouping to outage calls from same customer on same device

Prior to the NMS 2.3 release, when an outage call is placed from a customer followed by a groupable  non-outage call from the same customer, both calls group together.

In the 2.4 upgrade environment, even though we are using the same configuration for srs_trouble_codes and call_quality tables as they have in 1.11 production, the non_outage calls are not grouping to the outage calls even though it is from the same customer and device.

The outage and non_outage events are being logged as groupable in (SRS_TROUBLE_CODES.groupable = 1) table yet they are not grouping.
 

EXPECTED
All groupable calls from same customer should group in workagenda and "clues" column in the workagenda should update as expected.

Cause

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In this Document
Symptoms
Cause
Solution
 Fix Description
 Migration
 Test
References


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