Point Expiration Creates N Number Of Expired Redemption Items. (Doc ID 2076580.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Loyalty Engine - Version 8.1.1.14.4 [IP2014] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.14.4 [IP2014] version, Loyalty

ACTUAL BEHAVIOR
---------------
Point Expiration creates 'n' number of Expired Redemption Items.

User balance is going into Negative, Reason for this is the Accrual item which gets expired creates 'n' number of redemption items and hence the Used value becomes n* Accrued value and hence when this is subtracted from user points, the balance goes to negative.

The issue is reported on Production on One Enterprise.

Here the point expiration was set to 12 Oct 2015, and once the date was met the batch engine started to expire the accrual items which started creating the redemption items as a standard process, but strangely we started to notice that it creates multiple redemption items, some times 1, 2, 3, 4, 5,6 etc.., no fixed pattern is observed.

Our Environment setup is we have 2 clones of Batch engines which only look at Expiry transactions.

There are 2 other clones of Batch engine which look at Transactions.

Similar setup exists in all enterprises and we are noticing the issue only on E1.

We did a comparison of comp parameters and only notice that the no of processes is different since we have huge load on E1 so no of processes is more on this Enterprise, and LOY- Queued Objects param is different and this is only to create a batch range so no real differences in the component set up accorsds environments.

We upgraded to IP 2014 on 23.08.2015, and when we checked the first occurrence of the issue it points to 24.08.2015 i.e after upgrade.

We have 465.853 accrual items that are expired more than one time during the last two days.
Most of them are expired 6 times (428.964)


EXPECTED BEHAVIOR
-----------------------
It expected that an Expired Accrual does not create Multiple Redemption.

STEPS
-----------------------
The issue can be reproduced on the customers environment with the following steps:
1. Set point expiration to a specific date for Accruals

2. Set server date to point expiration date +1 day

3. Make sure multiple processes are running (i.e min and max MT tasks are > 1)
4. Run batch engine


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, multiple accruals are created upon expiration meaning each expiration is counted multiple times and negative balances are created

Cause

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