About Fault Handling
Service Region Migration
- Sync Success Description : will have some error message other than Success string. List of some messages are covered in below table.
- Transfer Complete flag: unchecked.
- Engine : OFS => this value will be changed to OFS once migration is initiated. In case migration is not triggered in case of connection issues Engine value will not change.
This error message need to be corrected and need to rerun the Transfer to OFS process again.
Troubleshooting
Below table lists some of the potential Error messages and the possible Troubleshooting that can be done.
| Sync Success Description | Fault Handling/Troubleshooting |
|---|---|
| OFS: Error Mapping Zipcode to multiple ServiceRegion or updating Workzone | Check if same Zip code is associated already with other Service Region/Workzone in Siebel/OFS System |
| Siebel: No Zipcode for the Service Region | Add Zipcode to the Service Region. |
| Siebel: Error - No Shifts Associated to ServiceRegion | Associate schedule to service region |
| Siebel: Error - No Exception Hours associated orError getting the Exception Hours | Check if the Exceptions are associated correctly to the schedule of the service region |
| OFS: Work Schedule not defined, Misspelled orError setting Work Schedule | This happens when Schedule name is not matching with the Work Schedule created in OFS. Create a Work Schedule in OFS with the Siebel schedulename |
| "Error: Some SRs and Employees were failed in the integration. Please refer the OIC Instance for more details. Instance Id - " + Instance ID | Check related issues in OIC instance and resolve the same. |
| Synchronisation Success Description | Fault Handling/Troubleshooting |
|---|---|
| OFS: Error in creating Service Region Bucket | Check if the OFS Resource API is down or update the missing info on the service region |
| OFS: Error in creating Employee | Check if the OFS Resource API is down or update the missing info on the employee |
| OFS: Error setting Exception to Employee | Check if the OFS Resource Work Schedule API is down or correct the exception data in Siebel |
| OFS: Error creating Work Skill | Check if the OFS Create Skill API is down or correct the skills data in Siebel |
Appointment Booking: Here are some messages which will be shown in UI when appointment related activity has some problems
| Message in UI | Troubleshooting |
|---|---|
| "OFS: Appointment not found or not satisfied the cancel criteria -> Instance Id - " + Instance ID | Only Activities in a status of ‘Scheduled’ can be cancelled. |
| "OFS: No employees are available in the given slot." | No Slots/Employees are available |
One can refer to OIC instances to see detailed issue on these and take corrective actions.
- Employee Sync:
In case Employee sync has some error at time of Service region migration: Service Region will also have error at Sync Success description field and transfer complete flag will be unchecked. Drill down on Service Region from Administration - Scheduling > Service Region List and go to Employees View and notice "Synchronisation Success Flag" , "Synchronisation Success Description" and "Synchronisation Success TimeStamp" fields. Error will be available at "Synchronisation Success Description" field and "Synchronisation Success Flag" will be unchecked. Take the corrective action based on error message for each employee and rerun Transfer to OFS flow.
Incremental Employee post Service Region Migration Successful: In this case also Drill down on Service Region from Administration - Scheduling > Service Region List and go to Employees View and notice "Synchronisation Success Flag" , "Synchronisation Success Description" and "Synchronisation Success TimeStamp" fields. Error will be available at "Synchronisation Success Description" field and "Synchronisation Success Flag" will be unchecked. One need to update employee to initiate incremental employee sync flow after taking corrective action. In this case Service region field "Synchronisation Success Description" will still be Success and "Transfer Complete flag" still be checked as before when service region transfer was successful. Only employee Fields will be updated.