Troubleshooting - PMs not generating for elements

Author: Michelle McCausland

Example ticket CCSUPPORT-1493

 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?. 

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:

SELECT id, current_open_ticket_id, external_element_id, expired 
FROM maintenance WHERE external_element_id IN (2581,2948,3347,3352,5076);

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:

cd logs/grails

tail -f Ticketer.log

• Run update queries:

UPDATE maintenance SET expired = false where external_element_id IN (2581,2948,3347,3352,5076);

• 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.

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)'); 

select next_ticket_date from maintenance where external_element_id in (2581,2948,3347,3352,5076);