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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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