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Cisco Bug: CSCum95628 - EIM/WIM 9.0.1 Audit Tab for certain Activities throws HTTP 500 error.

Last Modified

Nov 02, 2015

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

9.0(1)

Description (partial)

Symptom:
When logged in as an Agent who owns this activity or a supervisor of that agent who can view this activity,   

When you select the activity from the CIM console, everything seems to work fine and data is accessible,  until you select the Audit Tab on that specific case with the issue,  and you get an HTTP 500 error that pops up,    "There was a problem processing your request.  The request failed with HTTP error code 500.

this only happens on certain activities.

BU has confirmed this defect and has opened an internal defect of CISCO-5759

Conditions:
Per  DE

We have studied the logs and result of db queries that you have provided 
and figured out that issue occurred only for the chat activity which was transferred manually to queue.
When chat activity was transferred manually to queue (Object Operation-306), ?Reason4? column in event history should contain ?Transfer Code?. But in this case ?Reason4? column is containing value ?null? and because of which issue has occurred.


The SQL queries I captured for this event were to Audit this activities history and to make sure it was in a completed State.  

From the Audit,   I was able to see with these activities that were failing the Audit,   they seemed to be missing some EventID in the SQL audit,    I mentioned that to BU and apparently that was part of the issue,.  

When you audit a Activity in the egActiveDB,   the Acitivty should have EventID's that are sequential and all need to exist for an activity to be without any issue.
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