On-Call Rotation stopped sending more than one notification - Support and Troubleshooting

On-Call Rotation stopped sending more than one notification Description  Symptoms After creating Incident, the escalation document sends the first notification, then never sends another notification. On-Call Rotation stopped sending more than one notification

Release London Patch 1 Hot Fix 2

Cause Reviewing node logs in Debug we can see after BR: 'mk Oncall Notify', BR: mkOnCallEscalation" triggered. These are custom Business Rules.

Reviewed Table "cmn_rota_escalation" and found escalation document.

XML document shows following:

The escalation document shows first notification sent after delay=0 successfully However after delay="30", delay="60", delay="90" all showing Pending.

Resolution Upgrade to LP2 as it includes PRB1296458 as fix . However, in this case customer was not ready to upgrade to LP2 hence provided following workaround.

NOTE: Notified customer that updates against 3 script includes need to be reverted back on upgrade so that they will continue to get fixes and enhancements.

Workaround Provided by Dev.

OnCallRotation: =============== _checkForMoreRotas: function() { this._escalationList.addRotaToList(this._rotaSysId); var time = new GlideDateTime(); this._firstDelay = this._getFirstDelay(time); if (this._rotaSysId) { time.addSeconds(this._firstDelay); this._getRotaNotificationsByTime(time, true); } var moreRotas = !this.isEmpty(); if (this._log.atLevel(GSLog.DEBUG)) this._log.debug("[_checkForMoreRotas] moreRotas: " + moreRotas); return moreRotas; }, /** * Get the set of notifications for the current rota based on the rota's escalation type and rotation members * gdt [GlideDateTime] the time point to get notifications for * nullifyOverrideRoster [boolean] */ _getRotaNotificationsByTime: function(gdt, nullifyOverrideRoster) { var gr = new GlideRecord('cmn_rota_roster'); gr.addQuery("rota", this._rotaSysId); gr.addActiveQuery(); gr.query(); this._getRotaNotifications(gr, gdt, nullifyOverrideRoster); }, ================ OnCallEscalation ================ /** * Load up the escalation information from the xml string */ fromXml: function(escalationXmlStr) { this.clear(); if (!escalationXmlStr) return; var doc = GlideXMLUtil.parse(escalationXmlStr); if (!doc) return; var root = doc.getDocumentElement(); this.groupSysId = root.getAttribute("group"); this.rotaSysId = root.getAttribute("current_rota") + ""; this.primaryUserSysId = root.getAttribute("primary_user_id"); this.primaryUserName = root.getAttribute("primary_user_name"); this.rotaList = []; var rotaList = root.getAttribute("processed_rota_list").split(","); for(var k = 0; k this.rotaList.push(rotaList[k]); } var pending = GlideXMLUtil.selectNodes(root, "/escalations/notifications/" + OnCallEscalationEntrySNC.PENDING); for (var i = 0, length = pending.getLength(); i var pendingEntry = new OnCallEscalationEntry(); pendingEntry.fromXml(pending.item(i)); var key = this.createKey(pendingEntry.getDelay()); this.entries[key] = pendingEntry; this.entryKeys.push(key); } var sent = GlideXMLUtil.selectNodes(root, "/escalations/notifications/" + OnCallEscalationEntrySNC.SENT); var sentLength = sent.getLength(); for (var j = 0; j var sentEntry = new OnCallEscalationEntry(); sentEntry.fromXml(sent.item(j)); this.notifiedList.push(sentEntry); if (j === 0) this.firstNotifiedGdt = new GlideDateTime(sentEntry.getNotifiedTime()); } // Start the iterator at the beginning of the list this.gotoTop(); }, ===================== OnCallEscalationEntry ===================== toXml: function(doc, parentElement) { parentElement.appendChild(this._createElement(doc)); },

Additional Information As a reminder, updates against 3 script includes need to be reverted back on upgrade so that customer will continue to get fixes and enhancements.