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Support Article

Unable to trace the Service email rule

SA-57609

Summary



Unable to trace the Service email rule.


Error Messages



Tracer session error:
This rule RULE-SERVICE-EMAIL CUSTOMERSERVICES Custom-XXX-WORK-INTERACTION-WEBFORM!CREATECPMINTERACTION #20170725T143208.287 


Steps to Reproduce

  1. Open a Designer Studio session
  2. Open a specific traceable rule, for example, an activity
  3. Navigate to the Actions menu and choose Trace
  4. Mimic the loss of the requestor session by using the System Management Application (SMA) to identify and kill the requestor (using the Stop button)
  5. Close the existing Designer Studio session
  6. Open a new Designer Studio session
  7. Open the same rule as in step 2. The error occurs in the Tracer
  8. Close and restart the Tracer multiple times (even a day later). The same error message displays and the rule cannot be traced


Root Cause



An issue in the custom application code or rules. The ruleWatchDistributedMap is not cleared.


Resolution

Apply HFix-41101.


 

Published August 24, 2018 - Updated October 8, 2020

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