Hi Team,
We are facing an issue in the FSM application. In the Escalation tab under the Task screen, the 'Minutes Open' field is supposed to update and reflect the total ON HOLD duration once the escalation is completed.
However, for some tasks, this value is not updating.To identify the cause of this issue, we checked the business rules and found one rule where the 'Minutes Open' value is being updated. When we executed the script through XML Poster, we identified a configuration issue at the database table level. It was throwing an error because the decimal value limit was being exceeded.
find the XML query for your reference
<perform_batch>
<sequential_dependent>
<hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
<primary_table>escalation</primary_table>
<attrs>
<attr>escalation.esc_id</attr>
<attr>escalation.created_dttm</attr>
<attr>escalation.resolved_dttm</attr>
<attr>escalation.user_def_num1</attr>
</attrs>
<from>
<table>escalation</table>
</from>
<where>
<data_constraint>
<constraint>
<left_operand>escalation.esc_id</left_operand>
<operator>eq</operator>
<right_operand>@esc_id</right_operand>
</constraint>
</data_constraint>
</where>
</hierarchy_select>
<perform_evaluate_expression>
<parameters>
<table_name>escalation</table_name>
<keys>
<key_item>
<column_name>esc_id</column_name>
<column_value xpath_node="//escalation_hierarchy_select_result/escalation/esc_id" />
</key_item>
</keys>
<expression>((escalation.resolved_dttm-escalation.created_dttm)To MINUTES)</expression>
</parameters>
</perform_evaluate_expression>
<update_escalation>
<escalation>
<esc_id xpath_node="//escalation_hierarchy_select_result/escalation/esc_id" />
<user_def_num1 xpath_node="//perform_evaluate_expression_result/response" />
<insert_update is_initialized="False"/>
<update />
</escalation>
</update_escalation>
</sequential_dependent>
</perform_batch>
Could you please help on this issue?Any suggestions on how to manage this either through the XML query or at the database table level would be helpful.
Thank you in advance!!
Regards,
Aishwarya Mishra
