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 18.104.22.168.0 to 22.214.171.124.0 [Release 2.5]
Oracle Network Management for Utilities - DMS - Version 126.96.36.199.0 to 188.8.131.52.0 [Release 2.5]
Information in this document applies to any platform.
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
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.
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