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chriscorcoran

Stop the clock on SLA

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Hi

 

I'm see in the following error when resuming a call from paused, any ideas?

 

240556 2018-02-27 09:11:21 error perf 10852 apps:takeRequestOffHold() Method call results: failure (202137600 B, 461 ms, -2160 kB, 1 ms, 0 kB)
240555 2018-02-27 09:11:21 error scripts 10852 nodeName: Invoke Flowcode: Take response timer off hold; nodeId: 4b8db1a8-c819-4e8f-a86d-b91da1bc609d; At 307/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_4b8db1a8_c819_4e8f_a86d_b91da1bc609d
240554 2018-02-27 09:11:21 error comms 10852 Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)
240553 2018-02-27 09:11:21 error perf 9596 apps:takeResponseTimerOffHold() Method call results: failure (204374016 B, 112 ms, -64 kB, 0 ms, 0 kB)
240552 2018-02-27 09:11:21 error scripts 9596 nodeName: API Call: Query Timer; nodeId: 3d6f2ad2-d3f1-4646-8843-09e1e53cd6b6; "EspMethodCall:invoke: Operation[time:timerQuery] The specified timer [34215] was not found"
240550 2018-02-27 09:11:21 error comms 9596 Operation[time:timerQuery] The specified timer [34215] was not found
240548 2018-02-27 09:11:21 error perf 11044 time:timerQuery() Method call results: failure (206479360 B, 3 ms, -8 kB, 0 ms, 0 kB)
239427 2018-02-27 09:10:38 error perf 15428 apps:takeRequestOffHold() Method call results: failure (199073792 B, 379 ms, -40 kB, 0 ms, 0 kB)
239426 2018-02-27 09:10:38 error scripts 15428 nodeName: Invoke Flowcode: Take response timer off hold; nodeId: 4b8db1a8-c819-4e8f-a86d-b91da1bc609d; At 307/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_4b8db1a8_c819_4e8f_a86d_b91da1bc609d
239425 2018-02-27 09:10:38 error comms 15428 Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)

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@chriscorcoran it is a defect we identified recently, it happens when a request is logged outside SLC (Service Level Calendar) and it breaks the response timer. This is why you see the error when Hornbill tried to "adjust" time. The fix for this will be available in next Service Manager update (afaik if all goes as planned it should be deployed in the next couple of days)

Unfortunately, the fix does not apply retroactively, meaning it won't fix already affected requests. However, we can manually fix individual requests but it would mean that we have to restart and stop the response timer which means the target and response time on that specific request won't be accurate. If this would be acceptable for you please let me know the request reference and I'll fix it.

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