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onboarding:ticketer:troubleshooting_-_pms_not_generating_for_elements [2017/05/24 10:27] – created mmcconboarding:ticketer:troubleshooting_-_pms_not_generating_for_elements [2021/06/25 10:09] (current) – external edit 127.0.0.1
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 +====== Troubleshooting - PMs not generating for elements ======
 +
 +Author: Michelle McCausland
 +
 +===== Example Customer Request =====
 +//Example ticket CCSUPPORT-1493//
 +
 +<code> Support, The 5 elements attached shown have completed PM or ACC tickets with close dates dating over two years ago.  Why didn’t the Q2 PMs generate for these items?. </code>
 +
 +{{ :onboarding:ticketer:pm_not_gen.png?nolink |}}
 +
 +----
 +
 +===== Solution =====
 +
 +After some investigation we determined that these maintenances were marked as expired in the maintenance table which means they would not ticket. 
 +
 +** To find the cause of this issue: **
 +
 +Retrieve the maintenance entries related to these elements:
 +
 +<code>SELECT id, current_open_ticket_id, external_element_id, expired 
 +FROM maintenance WHERE external_element_id IN (2581,2948,3347,3352,5076);</code>
 +
 +^ maintenance_id  ^ external_element_id   ^  Expired  ^  
 +^ 2874            | 2948                  |   1       | 
 +^ 3273            | 3347                  |   1       | 
 +^ 3278            | 3352                  |   1       | 
 +^ 5002            | 5076                  |   1       | 
 +
 +
 +----
 +
 +**To correct this issue:** 
 +
 +  * Navigate to the quartz list to see what jobs are running/ about to run:
 +
 +[[url/Ticketer/quartz/list]]
 +
 +  * **com.errigal.ticketer.MaintenanceManagerJob** - Ensure this job isn't running or about to run.
 +
 +  * Tail the Ticketer log on the app handler:
 +
 +<code>cd logs/grails
 +
 +tail -f Ticketer.log</code>
 +
 +
 +  * Run update queries:
 +
 +<code>UPDATE maintenance SET expired = false where external_element_id IN (2581,2948,3347,3352,5076);</code>
 +
 +  * Navigate to the maintenance list to run the job:
 +[[url/Ticketer/maintenance/list]]
 +
 +  * Select **Admin Options** then click **Run Ready Job Now**
 +
 +  * Some queries which show next_ticket_dates for these elements following the update can be found below. 
 +
 +----
 +
 +<code>select ee.id, ee.name, m.next_ticket_date 
 +FROM external_element ee join maintenance m on m.external_element_id = ee.id 
 +WHERE ee.name IN ('METROPCS->MTR_NY_NYH05_01(NYH005)', 'METROPCS->MTR_NY_NYH11_01(NYH011)', 'METROPCS->MTR_NY_NYH13_02(NYH013)', 'METROPCS->MTR_NY_NYH18_04(NYH018)'); </code>
 +
 +
 +| id   | name                              | next_ticket_date    |
 +| 7183 | METROPCS->MTR_NY_NYH05_01(NYH005) | 2016-04-01 00:00:00 |
 +| 7191 | METROPCS->MTR_NY_NYH11_01(NYH011) | 2016-04-01 00:00:00 |
 +| 7202 | METROPCS->MTR_NY_NYH13_02(NYH013) | 2016-04-01 00:00:00 |
 +| 7238 | METROPCS->MTR_NY_NYH18_04(NYH018) | 2016-04-01 00:00:00 |
 +
 +
 +----
 +
 +
 +<code>select next_ticket_date from maintenance where external_element_id in (2581,2948,3347,3352,5076);</code>
 +
 +| next_ticket_date    |
 +| 2016-07-01 00:00:00 |
 +| 2016-07-01 00:00:00 |
 +| 2016-07-01 00:00:00 |
 +| 2016-07-01 00:00:00 |
 +| 2016-07-01 00:00:00 |
  

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