Casemanagement manage inbound case user search error

Products

• CA Risk Authentication
• CA Advanced Authentication

Issue/Introduction

We CSRs are getting an error when trying to search for a user on the 'manage inbound calls' under casemanagement. This error only occurs when they search for one particular user and for the other users it works. Below is the error massage from the log:

2021-10-22 12:04:28,437 CAT : [http-nio-8443-exec-1613] : ERROR : web.casemgmt.CaseManagerImpl : MONITOR: Unable to acquire case in ICH.
com.ibatis.common.jdbc.exception.NestedSQLException:   
--- The error occurred in riskfort-ibatis/riskfort-casemgmt-ibatis-oracle.xml.  
--- The error occurred while applying a result map.  
--- Check the casemgmt_oracle.caseByPK.  
--- Check the result mapping for the 'queueID' property.  
--- Cause: java.sql.SQLException: Numeric Overflow

 

Environment

Symantec Risk Authentication 9.0

Resolution

Execute below sql scripts in Database to resolve the issue:

UPDATE ARRFCASES SET QUEUEID=null WHERE USERNAME='<user_name>';
COMMIT;

Note: Replace <user_name> with the actual user name.