Workflow processes request multiple times and causes duplicate xml messages sent to external system

(Doc ID 503682.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel System Software - Version 7.7.2.6 [18372] and later
Oracle Solaris on SPARC (64-bit)

Product Release: V7 (Enterprise)
Version: 7.7.2.6 [18372]
Database: IBM DB2 8.1 FixPack 8
Application Server OS: Sun Solaris 8
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-3408802291.


Symptoms

User creates an SR from eService, an xml message with SR rowId and accout number is sent to mainframe via MQ.
Mainframe runs a batch job every 30 mins to process the messages and sends a xml with details to create an SR attachment.

"AICMQSeriesServerReceiver" component on Siebel monitors the MQ via Subsystems and Process the received message using WF "AIC SR Inbound".

This workflow has steps which call Integration object also upserts and updates SR and SR attachment.

When user creates an SR, the status of SR is Open and status of attachment is pending.
when mainframe process the SR and sends back attachment to siebel and siebel process it, ie add the atachment to SR, the SR statement will change from Open to closed and Attachment Status to Available.

Once SR status is closed user will not be able to add any attachments to it.

Problem:

The "AICMQSeriesServerReceiver" component is failing with error:
(siebadpt.h (2214)) SBL-EAI-04421: Cannot perform 'NewRecord' on the business component 'Service Request Attachment'

This is because its trying to add an attachment to a SR which is Closed.
SR status is closed if it would have already got an attachment. That means, mainframe is sending multiple messages for same SR.
We verified it from mainframe job, and looks like mainframe receives multiple messages from siebel with same SR row id and account number.

Cause

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