If you are having problems with ICE, first check to see if the issue is documented. Is it addressed in the
ICE FAQ? Is it covered in the
User Guide or one of the Quick Reference Guides? Can the "ICE Expert" in your group help you?
In addition, t
here are 3 different types of problems with the Vantive-ICE integration. Click on the appropriate link for your problem and read through the scenarios to identify the problem type you are having. Then follow the
troubleshooting steps to find out where the problem lies.
If you still need help, please contact Technical Support Operations
by phone or submit a ticket via
NorthStar Web
Customer cannot see the Incident detail link off of his case in Online Support
There are five possible reasons a customer might not see the
Click here to review status of incident link off of his case through OnLine Support on CC. Check them in the following order:
- Not enough time has passed. You must allow for overnight processing. If you associated the case to an ICE report today, you won't see it on Online Support until tomorrow.
- GSC analyst User Error: Incident/Report field in Vantive is incorrect. Check to be sure the ICE report ID is valid in the
Incident/Report field.
- Case record does not exist in Cases db. This could be an issue with either the LEI server or LEI "Cases2ICE Replication" activity, which inserts case records into the cases db.
- ICE report record does not exist in Cases db. This could be an issue with the Java program that inserts ICE reports and incidents into the Cases db.
- Case record has a "0" vaue in "rq_sys_rpt_id" field but the ICE report # entered in Vantive is valid. This could be an issue with the LEI "Cases Refresh" activity.
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Incident information tied to case is incorrect when viewed through CC's online support
There are two possible reasons that incident information tied to a case is not being properly refreshed when viewed through Online Support:
- The LEI "Cases Refresh" activity is not enabled or not running properly. This activity updates ICE report and incident information into each case record.
- The Java program that brings ICE reports and incidents into the cases db is not enabled or not running properly. Perhaps the Java program did not bring the latest updated information into the cases db.
Click here to go to Troubleshooting
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ICE users cannot see a particular case off the "View Cases" link in ICE
There are two possible reasons that users might not see a particular case tied to an ICE report when clicking on the
Total Cases: View Cases link in ICE:
- The Report/Incident field on that case in Vantive has an incorrect value. In that case, the ICE report ID cannot be reconciled and the case does not show up in the list of associated cases.
- The ICE report itself has not been added by the Java program to the Cases db. In that case, the user receives the error message:
The associated case information for Report # 12335000 has not yet been added to the system. Please try again later.
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Troubleshooting
To troubleshoot the problems described above, follow the steps below to determine where the problem lies:
- Determine whether the case has been added to the Cases db. Go to the
Cases\By CaseID view and try to find the case (allow 1-2 hours for the LEI activity to insert the record after the case has been saved).
If more than two hours have passed and the case record is not in the Cases db, this is either an LEI server or LEI activity issue. Contact the ICE support team to check whether the LEI server is up and the LEI "Cases2ICE Replication" activity is enabled and running.
- Determine whether the ICE report record has been added to the cases db. Go to the
ICE\Reports view and try to find the ICE report (allow 1-2 hours for the Java program to insert the record) .
If more than two hours have passed and the record does not exist, this could be an issue with the Java program that brings ICE information into the Cases db. Contact the ICE support team and have them check the Java program.
- Determine whether the case record in the Cases db has an ICE Report ID associated with it. Open the case found in Step #1 above, go to the
InfoPump section and look at the
rq_sys_rpt_id field. If it is zero and more than 3 hours have passed since the record was saved in Vantive, there are three possible reasons:
- The value entered into the
Incident field in Vantive is invalid or mistyped. If it is, the "Refresh Cases" LEI activity cannot find a matching ICE report and the ICE report field is set to 0. That night, when InfoPump runs, it picks up all "0" records and sends Vantive inbox notifications to the case owner letting them know that the ID could not be found. Verify that this is indeed a valid ICE report ID.
- The LEI "Cases Refresh" activity is not running correctly. If the ICE Report ID above is valid, more than 3 hours have passed, and the "rq_sys_rpt_id" field is still zero, then it could be that the "Cases Refresh" activity is either not running or is running incorrectly. Contact the ICE support team to check LEI.
- The ICE report cannot be found in the Cases db (check Step #2 above).
- Determine whether InfoPump has added the record to the
sw_defect table. InfoPump runs nightly, so cases associated to ICE reports today are not inserted into the sw_defect table until tomorrow. If more than a day has passed and the case (which exists in the Cases db and has a valid rq_sys_rpt_id) cannot be seen on Customer Connection's Online Support, there are two possible issues:
- InfoPump issue. Contact the Vantive support team to check if InfoPump is running correcty.
- Notes replication issue. Contact the Notes Admin team to see if the internal cases server (PSPAPPS6) is replicating correctly and hourly with the external Customer Connection server (Domino1).
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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2002
All rights reserved.
Created: amq 03/22/2002
Revised: amq 04/04/2002
