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IVR - Callback Query Refers To Incorrect Callback_request (Doc ID 2812565.1)

Last updated on OCTOBER 12, 2021

Applies to:

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

Symptoms

IVR - callback query refers to incorrect callback_request in INCIDENTS database table.

Development troubleshot the issue and confirmed that it's a bug in the IVR adapter with the following SQL query where callback_request=1
This will not work for callbacks for ERT updates as the
INCIDENTS.callback_request value will be either 4 (ERT callbacks) or 5 ( both restoration & ERT callbacks)

SELECT event_idx, minNumb, account_num, maxNumb FROM ( SELECT event_idx, numb minNumb, account_num, numb maxNumb, ROW_NUMBER() OVER (PARTITION BY event_idx, account_num ORDER BY input_time ASC, numb ASC) rn FROM incidents WHERE callback_request = 1 AND event_idx IN (3286)) WHERE rn = 1

STEPS
1.Insert a record into TROUBLE_CALLS table
2. IVR adapter process that record
3. CALLBACKS table updated with a record
4. Updated ERT in NMS
5. No entry in TROUBLE_CALLBACKS table and callback_status in callbacks table is 9, indicating it cancelled.

Changes

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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