DSE: [SOI] Creation of escalation policy schedules not possible

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Article ID: 221889

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

 
 
 

There is a problem creating escalation policy schedules.

It looks like the data is accepted but when you check in the UI, the schedule is not showing.


Two environments have been migrated to new servers, where SOI CU1 has been deployed. 
Within the Prod environment, creating any kind of schedule works as expected, CU1 is not deployed there.
 
Creating schedules worked after the migration. However this was before the installation of CU1. 
So the belief is that CU1 might be the cause for this behaviour. 
 

Cause

 
 

The problem could not be reproduced in other environments but diagnostics were reviewed.

The schedule information could be seen written to the database table dbo.Schedule, it wasn't showing in the UI.

Normally schedules are getting created successfully but they are not getting loaded back because of EscalationSchedulerListener which is triggered using QuartzScheduler.

It would appear that the listener is not getting started and that is why newly created schedules are not loaded into the cache.

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Console

Resolution

 

Problem did not appear after upgrade to CU2 and use of fix in DE506789