Change to Service Request Record not reflecting on new query by another user. (Doc ID 2230950.1)

Last updated on FEBRUARY 09, 2017

Applies to:

Siebel eCommunications - Version 8.1.1.11.16 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.16 [IP2013] version, Configuration - General

ACTUAL BEHAVIOR
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Service Request Execute Query Problem

Customer have an issue with the Service Request Business Component when executing query on the Trouble Ticket Screen, the issue that a user change the owner for specific trouble ticket and save the record, then another user do query on the same trouble ticket from his session but the new owner did not appear, although when checked the DB table they found the owner changed.

Customer raised the log level and found that sometimes, the execute query did not apply query on the database (Please see the attached log file starting from line 2011).


EXPECTED BEHAVIOR
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the value in the Owner field should have been refreshed when another user query.

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

1. Login with one session and update the owner on the Service Request applet.
2. Login with another user and query with same Service Request number.

Result: the updated "Owner" field does not show new values.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot find updated value in the Owner field.

Cause

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