DX OI displaying Error 500 when trying to open tickets.

Products

• DX Operational Intelligence

Issue/Introduction

DX OI displaying Error 500 when trying to open tickets.  As a result, we have been unable to answer alarms.

Resolution

Root cause is the common name for cnt was not set properly on the SDM side.  In Brazil they use a different order for first, last name so they created this custom combo_name in SDM.  NIM was not correctly referencing the combo name.  This is a value in memory that SDM uses to display things differently.  Once corrected, it started working