Version

Argent Advanced Technology 5.1A-2007-A and below

Date

Thursday, 27 August 2020

Summary

Event might not be automatically answered when using Rule option “Post Event Only After Rule Is Broken XXX Times”

When the condition is corrected, the Relator trace log shows:

   Rule “…” is no longer broken. Reset occurrence

Instead of:

   Rule “…” is no longer broken. Reset escalation

The sequence could happen as follows:

• Rule has been broken for XXX times, and an event is fired
• Condition is not resolved or answered for a long time
• Correspondent record in RECHECK table is purged, either because it is expired or deleted externally
• Rule is broken again after RECHECK record is deleted
• No event is fired because the same Event is still outstanding
• New record is added to RECHECK, but this time it is flagged as “RESET OCCURANCE ONLY” because Event is not fired
• Now condition is corrected. Instead of auto answering Event, Engine only tries to reset occurrence

The issue has been addressed in Argent AT 5.1A-2010-A

Technical Background

The issue is caused by coding error

Resolution

Upgrade to Argent Advanced Technology 5.1A-2010-A or above

For users who cannot upgrade immediately, the following steps will address the issue temporarily:

• Stop Argent AT services
• Answer or purge outstanding events
• Truncate RECHECK table
• Turn off Rule option ‘Post Event Only After Rule Is Broken XXX Times’
• Restart Argent AT services