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Community Member

IPCC Express 4.0 error when updating resource skills

Hello there, we have ran into an issue and i was hoping that someone here in the forums might have seent it before and be able to get me in the right direction to get it resolved. We are running IPCC Express 4.0 and when we try to assign skills to an agent we get the following error: "There was an error reading/updating the database. Please contact Admin"

I have done some looking around the CCO site and have found the error message in the TAC case collection solution K10100126 but it is for version 3.X. I don't know if I should follow what is says as we are not running that version so I don't think that it would apply to us. If anybody has ever run into that error on version 4.0 and has any suggestions I am all ears. Thank you in advance.

6 REPLIES
Silver

Re: IPCC Express 4.0 error when updating resource skills

Do you have an HA cluster, with one node down?

It's not possible to make changes to the database when this occurs unless additional steps are followed.

Community Member

Re: IPCC Express 4.0 error when updating resource skills

Yes we do have an HA cluster but both of the nodes are up and running and other than this there do not look to be any issues.

Community Member

Re: IPCC Express 4.0 error when updating resource skills

Are there any updates on this? I have a standalone IPCC Express server version 4.0(5) and I have the exact same problem.

Silver

Re: IPCC Express 4.0 error when updating resource skills

Are the all the mutex lock entries in LDAP (DCD or AD) correctly set? See CSCsd13553.

Mutex lock errors / missing lock entry in LDAP

Symptom:

Cannot make configuration changes to resources (such as adding a skill group). Getting

Mutex lock errors.

-------------Troubleshooting---------------

- Check the mutex lock entries in the DCD LDAP:

CCN Apps -> clusters -> [profile] -> Locks -> Locks.00000

- Check that the Lock entries were named as follows:

lockApplicant?empty

lockOwner?empty

lockUsage?empty,

lockUserInfo?empty

lockUserTimestamp?empty

(ignore lockExpiration)

- Confirm values of those 5 entries set to "x".

How to add...

Add 'lockApplicant' entry using these instructions:

- Right click on the Locks.xxxxxxx, and select New ->

ciscoCCNocConfigInfoCES

- Enter the name as "lockApplicant?empty" and press Enter

- In the next window, click on the Add button and in the Enter String value

box, enter "x"

and click OK

- Then OK on the previous window

Resolution

Conditions:

Workaround

Add 'lockApplicant' entry using these instructions:

- Right click on the Locks.xxxxxxx, and select New ->

ciscoCCNocConfigInfoCES

- Enter the name as "lockApplicant?empty" and press Enter

- In the next window, click on the Add button and in the Enter String value

box, enter "x"

and click OK

Community Member

Re: IPCC Express 4.0 error when updating resource skills

Check the the CRS Datastore / Agent !

Regards,

Stephane

Community Member

Re: IPCC Express 4.0 error when updating resource skills

Just to close this up for anyone, it turned out that one of our database administrators setup a replication job and that caused some new tables to be created within the SQL database. That is what was causing the errors, I did a restore procedure and that cleared up the issues we were having. Thanks to everyone.

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