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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

Hi ​@aishwarya 

I recommend creating a custom view to calculate the time differences and better control the values.

Cheers!

Hi ​@Shneor Cheshin 

Thank you for the suggestion.

Could you please explain this in detail, so that we can understand how to proceed and handle this accordingly?

Hi ​@aishwarya 

These are the steps at a high level.

Create a view. Add it to the DB and your custom metadata.

CREATE VIEW C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW AS
SELECT 
SELECT 
ROUND(DATEDIFF(MINUTE, E.CREATED_DTTM, E.RESOLVED_DTTM), 0) AS MINUTES_DIFFERENCE
E.ESC_ID
E.CREATED_DTTM
E.RESOLVED_DTTM
E.USER_DEF_NUM1
FROM ESCALATION E
WHERE E.RESOLVED_DTTM IS NOT NULL

Amend your BR to be something like

<perform_batch>
  <sequential_dependent>
    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
      <primary_table>c_escalation_response_time_minutes_view </primary_table>
      <attrs>
        <attr>minutes_difference</attr>
        <attr>esc_id</attr>
      </attrs>
      <from>
        <table>c_escalation_response_time_minutes_view</table>
      </from>
      <where>
        <data_constraint>
          <constraint>
            <left_operand>c_escalation_response_time_minutes_view.esc_id</left_operand>
            <operator>eq</operator>
            <right_operand>@esc_id</right_operand>
          </constraint>
        </data_constraint>
      </where>
    </hierarchy_select>
    <update_escalation>
      <escalation>
        <esc_id xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultu@result_name='escalation_result']/c_escalation_response_time_minutes_view/esc_id" />
        <user_def_num1 xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultu@result_name='escalation_result']/c_escalation_response_time_minutes_view/minutes_difference" />
        <insert_update is_initialized="false"/>
        <update />
      </escalation>
    </update_escalation>
  </sequential_dependent>
</perform_batch>

 

Enjoy!

 

Hi ​@Shneor Cheshin 

Thank you for the reply.

After adding the access group in to the request table. minute filed was updating. But now i am facing another problem. Please find the different scenarios which i am facing

1-The behavior of updating minutes for the 'on hold reason' is such that sometimes it gets updated for one hold reason, and sometimes for another.

For example:

Scenario1: There is a Infrastructure task, there are two hold reasons: ACCESS and RAIN.
When I selected ACCESS as the hold reason for the first time, the minutes were not updated even for RAIN.
But when I set the hold reasons for ACCESS and RAIN the second time, the minutes got updated for both.

Scenario2: One more scenario is also happening, in some cases, minutes are getting updated for RAIN but not for ACCESS, and in some cases, for ACCESS but not for RAIN.

In different requests, the behavior is different — sometimes minutes are updating for one hold reason and sometimes for another.

 

Could you please suggest the possible reason for this behavior and how it can be resolved?

 

Thanks in Advance

 

Regards,

Aishwarya

Hi ​@aishwarya 

I would recommend activating the server log for business rules and see if they are triggered correctly and/or if any exceptions appear.

That will give you a better idea of what is going on and if the implemented logic is correct.

Cheers!

Hi ​@Shneor Cheshin 

I checked the server log, and I found Below message.

Message: Exception Message : Invalid value for column Escalations User Def Num1. Cannot have more than 10 decimals.

Could you please suggest how to handle this in XML ?

We are using below XML query to handle the “Minute_open” field 

<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>

 

 

Thanks in Advance

 

Regards,

Aishwarya

Hi ​@aishwarya 

My first recommendation is the best I have.

Cheers!

Hi ​@Shneor Cheshin 

Thank you for the response

Let me try and let you know.

 

Hi ​@Shneor Cheshin ,

Created the view C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW as suggested by you. Then added this view as a Data Source in Custom Metadata.

Below find the xml query which you suggested 

<perform_batch>
  <sequential_dependent>
    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
      <primary_table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</primary_table>
      <attrs>
        <attr>MINUTES_DIFFERENCE</attr>
        <attr>ESC_ID</attr>
      </attrs>
      <from>
        <table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</table>
      </from>
      <where>
        <data_constraint>
          <constraint>
            <left_operand>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</left_operand>
            <operator>eq</operator>
            <right_operand>2677</right_operand>
          </constraint>
        </data_constraint>
      </where>
    </hierarchy_select>
    <update_escalation>
      <escalation>
        <ESC_ID xpath_node="//C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW _hierarchy_select_resultl@result_name='escalation_result']/C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW /ESC_ID" />
        <USER_DEF_NUM1 xpath_node="//C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW _hierarchy_select_resultU@result_name='escalation_result']/C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW /MINUTES_DIFFERENCE" />
        <insert_update is_initialized="false"/>
        <update />
      </escalation>
    </update_escalation>
  </sequential_dependent>
</perform_batch>

Please refer the screenshot of custom metadata.

As per your suggestion, before implementing the XML in a business rule, I decided to test it directly through XML Poster. So, I added only the value for ESC_ID in the perform_batch XML for testing and tested it— but received the following error:

"Unexpected value found for XML tag attr."

Then, I validated the custom metadata for C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW using a SQL query and confirmed that all the expected columns were present.
Also cross-checked and verified that the attribute names configured in Custom Metadata matched exactly with those used in the XML.

Please suggest how I can fix this issue and why I am getting this error.

Find all the attached reference screenshot 

 

Thanks in Advance!!

Hi ​@aishwarya 

In the attr XML element, you need the table name

<attr>table_name.column_name</attr>

Cheers!

Hi ​@Shneor Cheshin 

Thank you for the suggestion.

I have corrected all the syntax and as per your suggestion, added the table name as well. Now that attribute error has been fixed. However, I'm still getting an error. Please find the error below

<perform_batch_result>
  <c_escalation_response_time_minutes_view_hierarchy_select_result result_name="escalation_result">
    <c_escalation_response_time_minutes_view>
      <esc_id>2689</esc_id>
      <minutes_difference>0</minutes_difference>
    </c_escalation_response_time_minutes_view>
  </c_escalation_response_time_minutes_view_hierarchy_select_result>
  <update_escalation_result>
    <result type="Exception">
      <error>
        <system_error>
          <severity>ERROR</severity>
          <message>Escalation ID already exists: 2689</message>
        </system_error>
      </error>
    </result>
  </update_escalation_result>
</perform_batch_result>

Could you kindly advise on how to resolve this issue?

Thanks In Advance!!

 

Hi ​@aishwarya 

Please share your new XML. Looks like you are doing an insert and not an insert/update

Cheers! 

Hi ​@Shneor Cheshin 

Below find the latest xml query  which you have shared.

<perform_batch>
  <sequential_dependent>
    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
      <primary_table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</primary_table>
      <attrs>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.MINUTES_DIFFERENCE</attr>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</attr>
      </attrs>
      <from>
        <table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</table>
      </from>
      <where>
        <data_constraint>
          <constraint>
            <left_operand>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</left_operand>
            <operator>eq</operator>
            <right_operand>2689</right_operand>
          </constraint>
        </data_constraint>
      </where>
    </hierarchy_select>
    <update_escalation>
      <escalation>
        <ESC_ID xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultl@result_name='escalation_result']/c_escalation_response_time_minutes_view/esc_id" />
        <USER_DEF_NUM1 xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultU@result_name='escalation_result']/c_escalation_response_time_minutes_view/minutes_difference" />
        <insert_update is_initialized="false" />
        <update />
      </escalation>
    </update_escalation>
  </sequential_dependent>
</perform_batch>
 

Below find the xml query which we are using for minutes update 

<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>2674</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>TO_DECIMAL(((escalation.resolved_dttm - escalation.created_dttm) TO MINUTES), 2)</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>

 

In our case, when the status is changed from In Progress to On Hold, an escalation is created. Then, when the status is changed back to In Progress, the escalation is completed, and the Resolve Date and Minutes Open fields are updated. The Resolve Date is updated by another business rule, while the XML mentioned above is responsible only for updating the Minutes Open field.

 

Regards,

Aishwarya

Hi ​@aishwarya 

I apologise, but I am unable to troubleshoot this issue. Just by looking at the flow and XMLs, it appears to be fine. However, I am not following 100%

I am not sure what exactly you are doing. I thought the first XML updates the minutes from the view, and the second one just the dates? But you still have updates on user_def1.

Cheers!

Hi ​@Shneor Cheshin

Thank you for the support

I am sharing the recorded screen for your reference. In the Escalation tab, the Minute Open field should update accordingly. In the backend, this field corresponds to user_def_num1, as I mentioned previously.

Please find below the current behavior of the system

1-The behavior of updating minutes for the 'on hold reason' is such that sometimes it gets updated for one hold reason, and sometimes for another.

For example:

Scenario1: There is a Infrastructure task, there are two hold reasons: ACCESS and RAIN.
When I selected ACCESS as the hold reason for the first time, the minutes were not updated even for RAIN.
But when I set the hold reasons for ACCESS and RAIN the second time, the minutes got updated for both.

Scenario2: One more scenario is also happening, in some cases, minutes are getting updated for RAIN but not for ACCESS, and in some cases, for ACCESS but not for RAIN.

In different requests, the behavior is different — sometimes minutes are updating for one hold reason and sometimes for another.

Thank you in advance!!

Regards,

Aishwarya

 

Hi ​@Shneor Cheshin

Thank you for the support

I am sharing the recorded screen for your reference. In the Escalation tab, the Minute Open field should update accordingly. In the backend, this field corresponds to user_def_num1, as I mentioned previously.

Please find below the current behavior of the system

1-The behavior of updating minutes for the 'on hold reason' is such that sometimes it gets updated for one hold reason, and sometimes for another.

For example:

Scenario1: There is a Infrastructure task, there are two hold reasons: ACCESS and RAIN.
When I selected ACCESS as the hold reason for the first time, the minutes were not updated even for RAIN.
But when I set the hold reasons for ACCESS and RAIN the second time, the minutes got updated for both.

Scenario2: One more scenario is also happening, in some cases, minutes are getting updated for RAIN but not for ACCESS, and in some cases, for ACCESS but not for RAIN.

In different requests, the behavior is different — sometimes minutes are updating for one hold reason and sometimes for another.

Thank you in advance!!

Regards,

Aishwarya

 

Hi ​@Shneor Cheshin 

Please find the recording of the exact requirement we have implemented in our environment. Kindly suggest accordingly.

Thanks in advance

Hi ​@aishwarya 

I apologise, but I am unable to troubleshoot this issue. Just by looking at the flow and XMLs, it appears to be fine. However, I am not following 100%

I am not sure what exactly you are doing. I thought the first XML updates the minutes from the view, and the second one just the dates? But you still have updates on user_def1.

Cheers!

Hi ​@Shneor Cheshin 

Yes, after getting your suggestion i have impleted the view and below find the lates xml which you have suggested

<perform_batch>
  <sequential_dependent>
    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
      <primary_table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</primary_table>
      <attrs>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.MINUTES_DIFFERENCE</attr>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</attr>
      </attrs>
      <from>
        <table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</table>
      </from>
      <where>
        <data_constraint>
          <constraint>
            <left_operand>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</left_operand>
            <operator>eq</operator>
            <right_operand>2689</right_operand>
          </constraint>
        </data_constraint>
      </where>
    </hierarchy_select>
    <update_escalation>
      <escalation>
        <ESC_ID xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_result @result_name='escalation_result']/c_escalation_response_time_minutes_view/esc_id" />
        <USER_DEF_NUM1 xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultt@result_name='escalation_result']/c_escalation_response_time_minutes_view/minutes_difference" />
        <insert_update is_initialized="false" />
        <update />
      </escalation>
    </update_escalation>
  </sequential_dependent>
</perform_batch>

 

 

 

Hi ​@aishwarya 

I apologise, but I am unable to troubleshoot this issue. Just by looking at the flow and XMLs, it appears to be fine. However, I am not following 100%

I am not sure what exactly you are doing. I thought the first XML updates the minutes from the view, and the second one just the dates? But you still have updates on user_def1.

Cheers!

Hi ​@Shneor Cheshin 

Yes, after getting your suggestion i have impleted the view and below find the lates xml which you have suggested

<perform_batch>
  <sequential_dependent>
    <hierarchy_select result_name="escalation_result" return_only_requested_attrs="true">
      <primary_table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</primary_table>
      <attrs>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.MINUTES_DIFFERENCE</attr>
        <attr>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</attr>
      </attrs>
      <from>
        <table>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW</table>
      </from>
      <where>
        <data_constraint>
          <constraint>
            <left_operand>C_ESCALATION_RESPONSE_TIME_MINUTES_VIEW.ESC_ID</left_operand>
            <operator>eq</operator>
            <right_operand>2689</right_operand>
          </constraint>
        </data_constraint>
      </where>
    </hierarchy_select>
    <update_escalation>
      <escalation>
        <ESC_ID xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_result @result_name='escalation_result']/c_escalation_response_time_minutes_view/esc_id" />
        <USER_DEF_NUM1 xpath_node="//c_escalation_response_time_minutes_view_hierarchy_select_resultt@result_name='escalation_result']/c_escalation_response_time_minutes_view/minutes_difference" />
        <insert_update is_initialized="false" />
        <update />
      </escalation>
    </update_escalation>
  </sequential_dependent>
</perform_batch>

And below find the error which we are getting after execute the query in xml poster

<perform_batch_result>
  <c_escalation_response_time_minutes_view_hierarchy_select_result result_name="escalation_result">
    <c_escalation_response_time_minutes_view>
      <esc_id>2689</esc_id>
      <minutes_difference>0</minutes_difference>
    </c_escalation_response_time_minutes_view>
  </c_escalation_response_time_minutes_view_hierarchy_select_result>
  <update_escalation_result>
    <result type="Exception">
      <error>
        <system_error>
          <severity>ERROR</severity>
          <message>Escalation ID already exists: 2689</message>
        </system_error>
      </error>
    </result>
  </update_escalation_result>
</perform_batch_result>

Could you kindly advise on how to resolve this issue?

 

Thanks in advance

 

​@aishwarya 

I can see in the video that the number of minutes is updated in one of the records.

What is the exact issue, then?

When is the BR triggered?

Cheers!

​@aishwarya 

Hi ​@Shneor Cheshin 

What is the exact issue, then?

1-The behavior of updating minutes for the 'on hold reason' is such that sometimes it gets updated for one hold reason, and sometimes for another.For example:Scenario1: There is a Infrastructure task, there are two hold reasons: ACCESS and RAIN.
When I selected ACCESS as the hold reason for the first time, the minutes were not updated even for RAIN.
But when I set the hold reasons for ACCESS and RAIN the second time, the minutes got updated for both.

Scenario2: One more scenario is also happening, in some cases, minutes are getting updated for RAIN but not for ACCESS, and in some cases, for ACCESS but not for RAIN. In different requests, the behavior is different — sometimes minutes are updating for one hold reason and sometimes for another.

When is the BR triggered?

The business rule gets triggered when the task_status changes from "On Hold" to "In Progress.As you can see in the recording, first the resolve_dttm is updated, followed by the minute update. There is a separate business rule for resolve_dttm and another separate business rule for the minute update.

 

 

 

Hi ​@aishwarya 

So when it is working, is it correct?

The issue is that the BR is not triggered every time?

Please share your BR and process settings.

Cheers!

  

Hi ​@Shneor Cheshin 

So when it is working, is it correct?

Yes, when it triggers, it works correctly.

The issue is that the BR is not triggered every time?

Yes, it triggers every time but sometimes we are getting the below error. 

Exception Message: Invalid value for column Escalations User Def Num1. Cannot have more than 10 decimals.

Note: To identify the issue, we have enabled the server log and found the above error message.

Find the attachment of the business rule which is handled to update this minute_open filed and below find the XML query for the same

<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>

 

Thanks and Regards

Aishwarya

 

Hi ​@aishwarya 

We are going in circles here.

You need to use the view to update your numeric filed.

In the view use an SQL to round or limit the amount of numbers after the decimal point.

Cheers!

Hi ​@aishwarya 

We are going in circles here.

You need to use the view to update your numeric filed.

In the view use an SQL to round or limit the amount of numbers after the decimal point.

Cheers!

Hi ​@Shneor Cheshin 

Thank you for your response

I have already created the view and added it in the custom metadata as per your suggestion. However, when I was testing it using the XML query in XML Poster (which you had shared), it was throwing an error. Please find the error below.

<perform_batch_result>
  <c_escalation_response_time_minutes_view_hierarchy_select_result result_name="escalation_result">
    <c_escalation_response_time_minutes_view>
      <esc_id>2694</esc_id>
      <minutes_difference>0</minutes_difference>
    </c_escalation_response_time_minutes_view>
  </c_escalation_response_time_minutes_view_hierarchy_select_result>
  <update_escalation_result>
    <result type="Exception">
      <error>
        <system_error>
          <severity>ERROR</severity>
          <message>Escalation ID already exists: 2694</message>
        </system_error>
      </error>
    </result>
  </update_escalation_result>
</perform_batch_result>

Could you please suggest if I am missing any step or if there is anything else required to use the view in my configuration?

Thanks in advance

​@aishwarya 

You are providing bits and pieces of your solution in every comment.

Could you provide the entire solution, from end to end?

The best person to troubleshoot the system is you. But I will do my best to provide some advice.

Cheers!

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