New Outage Created When Negative Callback Outage is Completed (Doc ID 2950734.1)

Last updated on JUNE 05, 2023

Applies to:

Symptoms

On : 2.5.0.0.0 version, Web Workspace

If you give a negative response on a callback request, a new event gets created, as expected.

However, if this new event gets completed, a subsequent new event gets automatically created.
This behavior continues repeatedly.
 


The issue can be reproduced at will with the following steps:

1. Make sure IVR Adapter is configured to perform callbacks and running.
2. Submit an outage call with requested restoration callback.
3. Restore the created outage to generate callback.
4. Assign callback to the IVR adapter.
5. A new record is inserted into the TROUBLE_CALLBACKS table.
6. Update the record in the TROUBLE_CALLBACKS table indicating
   negative callback response (CALLBACK_STATUS = 'F').
7. Callback response is reported to NMS and new event is created.
8. Restore the newly created event to generate another callback.

Expected result: A record for the new callback is inserted into
                 the TROUBLE_CALLBACKS table. IVR Adapter does not report
                 callback response to NMS until callback is performed.

Changes

Cause

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