Support Article
Cases get stuck in work basket after moving to broken queque
SA-89199
Summary
Cases move to a broken queue and get stuck in the work basket. Error occurs in the broken queue. However, the user is unable to identify which entry causes the error.
Error Messages
ORA-00001: unique constraint (ABC_DATA.PC_HISTORY_WORK_PK) violated
Steps to Reproduce
Service Level Agreement (SLA) rule is configured with the activity running, upon reaching the dead line. The deadline is set to three minutes.
Root Cause
The issue is caused in multinode environments due to getCurrentTimeStampUnique.
Resolution
The issue is fixed in 7.4.1 with Rule Utility Function (RUF) getCurrentTimeStampThreadUnique.
Published October 8, 2020
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