Dovetail Software Knowledge Base

How to refresh the cache data in Dovetail Mobile

Mon, 30 Jan 2012 09:20:51 -0600

During application startup, frequently used and seldom updated data is pulled into memory as cache objects. The cached data is exposed as read only strongly typed objects.

Dovetail Mobile (like all Dovetail SDK-based applications) utilize cached objects to avoid extra round trips to the database which results in a dramatic application performance boost.

The question arises: how to update cached data?

Configuring the session timeout in Dovetail Mobile

Mon, 30 Jan 2012 09:16:05 -0600

How to configure session timeouts in Dovetail Mobile.

Dovetail SDK : Setting the session timeout length using .Net.

Mon, 30 Jan 2012 09:07:51 -0600

Dovetail SDK sessions have a default timeout of 20 minutes. It is often desirable to change the length of this timeout period.

What is the maximum upload file size in ASP.NET applications? How to increase it?

Tue, 10 Jan 2012 15:44:42 -0600

What is the maximum upload file size in ASP.NET applications?

How to increase the max upload file size in ASP.NET applications, including Dovetail Mobile.

Error messages may include:

Exception Details: System.Web.HttpException: Maximum request length exceeded.

HTTP Error 404.13 - Not Found

The request filtering module is configured to deny a request that exceeds the request content length.

Server error: Unrecognized attribute 'targetFramework'.

Mon, 09 Jan 2012 15:52:41 -0600

The following error can occur when starting up a web application:

Server Error in '/admin' Application.

--------------------------------------------------------------------------------

Configuration Error

Description: An error occurred during the processing of a configuration file required to service this request. Please review the specific error details below and modify your configuration file appropriately.

Parser Error Message: Unrecognized attribute 'targetFramework'. Note that attribute names are case-sensitive.

Source Error:

Line 6: <configuration>

Line 7: <system.web>

Line 8: <compilation debug="true" targetFramework="4.0" />

Line 9: <pages validateRequest="false" controlRenderingCompatibilityVersion="3.5" clientIDMode="AutoID">

Line 10: <namespaces>

Source File: C:\repo\github\dovetail-admin\pages\web.config Line: 8

--------------------------------------------------------------------------------

Version Information: Microsoft .NET Framework Version:2.0.50727.4952; ASP.NET Version:2.0.50727.4955

Dovetail SDK session user and sessionid values may not be correct in log files

Thu, 05 Jan 2012 11:34:56 -0600

The Dovetail SDK and applications written using it commonly write to log files to help administrators troubleshoot problems. Dovetail SDK sets details about the current session (user and sessionid) to the current thread's logging context. These details can then be emitted with the logging pattern. This can cause ambiguity in certain logging situations involving multi-threaded host environment such as a web server.

Example logging pattern with session context

```

<layout type="log4net.Layout.PatternLayout">

<param name="ConversionPattern" value="%d [%p] [%c] %m [user: %X{user}] [sessionid: %X{session}]%n" />

</layout>

```

This logging pattern is the default we provide with our SDK based applications. The log below is emitted by a web application whose first request is logged in as 'annie' with a second request (on the same thread) being logged in as 'hank'

```

2011-12-15 15:03:09,572 [DEBUG] [Dovetail.Agent.Authentication.ClarifySessionCache] Creating missing session for agent annie. [user: (null)] [sessionid: (null)]

2011-12-15 15:03:09,589 [DEBUG] [Dovetail.Agent.Authentication.ClarifySessionCache] Created session e7deb77f-46f1-4cc3-89e0-5eed70c28327 for agent annie. [user: annie] [sessionid: e7deb77f-46f1-4cc3-89e0-5eed70c28327]

2011-12-15 15:03:25,896 [DEBUG] [Dovetail.Agent.Authentication.ClarifySessionCache] Creating missing session for agent hank. [user: annie] [sessionid: e7deb77f-46f1-4cc3-89e0-5eed70c28327]

2011-12-15 15:03:25,903 [DEBUG] [Dovetail.Agent.Authentication.ClarifySessionCache] Created session 31d5c417-b9d0-4df2-af0e-9cf8d6452a50 for agent hank. [user: hank] [sessionid: 31d5c417-b9d0-4df2-af0e-9cf8d6452a50]

```

Notice the second set of logs has the user name and session id of the previous web request. After the session is created the user name and session id are correct. The second request is still logging the user and session id of 'annie'.

Installation of Dovetail Mobile Agent stopped with "Failed to read IIsWebs table (-2147024891)" error message

Tue, 03 Jan 2012 12:37:46 -0600

While installing an IIS web application, the installer ran into a permission issue with the iiswebs table:

"Failed to reas IIsWebs table (-2147024891)" error message

The installer would not install, repair, or remove the application.

Error: 80040154 when trying to run DataVerifier on 64-bit Windows OS

Wed, 07 Dec 2011 16:35:35 -0600

When running the Dovetail DataVerifier, the following error may occur:

System.Runtime.InteropServices.COMException (0x80040154): Retrieving the COM class factory for component with CLSID {96EFBAF6-4FA0-4F71-A012-910F6CF61120} failed due to the following error: 80040154.

at System.RuntimeTypeHandle.CreateInstance(RuntimeType type, Boolean publicOnly, Boolean noCheck, Boolean& canBeCached, RuntimeMethodHandle& ctor, Boolean& bNeedSecurityCheck)

at System.RuntimeType.CreateInstanceSlow(Boolean publicOnly, Boolean fillCache)

at System.RuntimeType.CreateInstanceImpl(Boolean publicOnly, Boolean skipVisibilityChecks, Boolean fillCache)

at System.Activator.CreateInstance(Type type, Boolean nonPublic)

at FChoice.Foundation.Clarify.DataVerifier.Core.CompatVerifier.FcflNetCompatDomainVerifier.TestFCApplication(NameValueCollection appState)

at FChoice.Foundation.Clarify.DataVerifier.Core.CompatVerifier.FcflNetCompatDomainVerifier.TestFCApplication(NameValueCollection appState)

at FChoice.Foundation.Clarify.DataVerifier.Core.CompatVerifier.TestFCApplication(FcflNetCompatDomainVerifier domVerifier, NameValueCollection appState)

How to enable logging for the Data Verifier application

Tue, 06 Dec 2011 16:30:11 -0600

If unexpected problems occur while running the Dovetail Data Verifier application (which can be a separate application, or bundled with the Dovetail SDK product), a Dovetail support person may ask you to enable logging for the Data Verifier and send him/her the logs as well as the test results.

Error connecting to database: OCIEnvCreate failed with return code -1

Tue, 06 Dec 2011 11:31:30 -0600

While trying to connect to an Oracle database using a Dovetail application (such as Data Verifier ), the following error may occur:

Error connecting to database: Oracle ODBC connection issue of “System.Exception: OCIEnvCreate failed with return code -1”

Out of memory errors with Classic Client on a Terminal Server/ Citrix Server

Thu, 01 Dec 2011 11:18:59 -0600

Customers running the Classic Client on a Terminal Server/ Citrix Server

may run into a problem where they cannot use the client for more than

1-2 hours before the Citrix servers fails with out-of-memory-type

problem and all users get a warning message "You must close one or

more windows" . When this occurs, the Terminal Server / Citrix Server

has to be restarted before things work again.

How are the 'using' values in the Notify Frequency section of a Business Rule defined?

Thu, 03 Nov 2011 09:41:16 -0500

When configuring business rule actions, the Notification Frequency can be defined using the following parameters:

Start Action - specifies the length of time prior to starting the action

hrs:mins from - specifies the event from which the Start Action should be applied (event creation, commitment time, etc.)

using - how to calculate the total time (Elapsed Time, Cust Bus Hrs, Suppt Bus Hrs, etc.)

How are each of the values in the 'using' drop down defined?

System.Threading.ThreadAbortException: Thread was being aborted.

Wed, 02 Nov 2011 17:16:41 -0500

During FcApplication initialization of the Dovetail SDK (fcSDK), the following error may occur:

System.Threading.ThreadAbortException: Thread was being aborted.

The stack trace may look something like:

[ERROR] [FChoice.Foundation.FCApplication] Error initializing CacheManager and LicenseManager: Thread was being aborted. [user: (null)] [sessionid: (null)]

System.Threading.ThreadAbortException: Thread was being aborted.

at FChoice.Common.Data.SqlHelper.FillDataSet(DbDataAdapter adapter, DataSet ds, String[] tableNames, IDbConnection connection, CommandType cmdType, String cmdText, DataParameterCollection dataParams, Boolean fillSchema)

at FChoice.Common.Data.SqlHelper.FillDataSet(DataSet ds, String[] tableNames, IDbConnection conn, CommandType cmdType, String cmdText, DataParameterCollection dataParams, Boolean fillSchema)

at FChoice.Common.Data.SqlHelper.FillDataSet(DataSet ds, String sqlStmt, String[] tableNames, Boolean fillSchema)

at FChoice.Common.Data.SqlHelper.FillDataSet(DataSet ds, String sqlStmt, String[] tableNames)

at FChoice.Foundation.Clarify.StringCache.LoadStringTable(DataSet stringDs)

at FChoice.Foundation.Clarify.StringCache.InitCacheData()

at FChoice.Foundation.CacheBase.InitializeCache()

at FChoice.Foundation.CacheManager.LoadDataCaches(CacheBase[] caches)

at FChoice.Foundation.CacheManager.Initialize(CacheBase[] caches, ISchemaCache schemaMaster)

at FChoice.Foundation.FCApplication.FCAppInitialize(CacheBase[] caches, ISchemaCache schemaMaster)

2011-11-01 18:31:34,237 [ERROR] [FChoice.Common.Data.SqlHelper] Error while performing a FillDataSet database command [user: (null)] [sessionid: (null)]

System.Threading.ThreadAbortException: Thread was being aborted.

at System.Data.Common.UnsafeNativeMethods.OCIStmtFetch(OciHandle stmtp, OciHandle errhp, UInt32 nrows, FETCH orientation, MODE mode)

at System.Data.OracleClient.TracedNativeMethods.OCIStmtFetch(OciHandle stmtp, OciHandle errhp, Int32 nrows, FETCH orientation, MODE mode)

at System.Data.OracleClient.OracleDataReader.ReadInternal()

at System.Data.OracleClient.OracleDataReader.Read()

at System.Data.Common.DataAdapter.FillLoadDataRow(SchemaMapping mapping)

at System.Data.Common.DataAdapter.FillFromReader(DataSet dataset, DataTable datatable, String srcTable, DataReaderContainer dataReader, Int32 startRecord, Int32 maxRecords, DataColumn parentChapterColumn, Object parentChapterValue)

at System.Data.Common.DataAdapter.Fill(DataSet dataSet, String srcTable, IDataReader dataReader, Int32 startRecord, Int32 maxRecords)

at System.Data.Common.DbDataAdapter.FillInternal(DataSet dataset, DataTable[] datatables, Int32 startRecord, Int32 maxRecords, String srcTable, IDbCommand command, CommandBehavior behavior)

at System.Data.Common.DbDataAdapter.Fill(DataSet dataSet, Int32 startRecord, Int32 maxRecords, String srcTable, IDbCommand command, CommandBehavior behavior)

at System.Data.Common.DbDataAdapter.Fill(DataSet dataSet, String srcTable)

at FChoice.Common.Data.SqlHelper.FillDataSet(DbDataAdapter adapter, DataSet ds, String[] tableNames, IDbConnection connection, CommandType cmdType, String cmdText, DataParameterCollection dataParams, Boolean fillSchema)

No column headers and no data visible in WIPBin or Queue in Clarify Client

Thu, 20 Oct 2011 10:46:12 -0500

User launches Clarify Client, clicks on WIPBin or Queue name. There are no column headers in the right pane, no data displayed.

The reason for this behavior is that Clarify Client-specific registry entries got reset.

Running Dovetail Classic ASP Web Applications on Vista or Windows Server 2008 64-bit with IIS 7

Thu, 13 Oct 2011 08:44:11 -0500

When attempting to run any of the Dovetail ASP web applications with Dovetail SDK pre version 3.0 installed. (Agent, Self Service, Admin, etc) on Windows Vista x64 or Windows Server 2008 x64 editions with IIS 7, you may encounter the errors shown below.

This is because the default application pools in IIS 7 are set to run in 64-bit mode, but the Dovetail SDK pre version 3.0 was only available as a 32 bit installer. Due to the 32-bit/64-bit Registry Redirection feature in Vista/Server 2008, 64-bit applications cannot see certain registry settings (such as the Dovetail SDK COM compatibility registrations). By enabling 32-bit applications in the web application's application pool, the application will work. See the resolution for specific step-by-step instructions on solving this problem.

Here is a sample of the errors you might encounter when the 64-bit/32-bit problems are present:

Active Server Pages error '00000000'

Create object failed

?

An error occurred while creating object 'FCApp'.

Active Server Pages error '00000000'

Create object failed

?

An error occurred while creating object 'FCApp'. FCApplication Initialization Failed.

Class doesn't support Automation

Active Server Pages error '00000000'

Create object failed

?

An error occurred while creating object 'FCApp'.

Active Server Pages error '00000000'

Create object failed

?

An error occurred while creating object 'FCApp'.

Active Server Pages error '00000000'

Create object failed

?

An error occurred while creating object 'FCApp'. Initialization Error

Application initialization failed.

When configuring attachments with the ASP Smart Upload utility (for Dovetail Agent), you might also encounter the following:

Microsoft JScript runtime error '800a01ad'

Automation server can't create object

/client/workflow/44/attachment2.asp, line 87

WebLogic server returns License Exception at startup

Fri, 30 Sep 2011 09:52:10 -0500

After WebLogic server is installed and configured, it may return License Exception message at start time.

The message would look similar to this one:

$$$$$$$$$$$$$$$$ License Exception $$$$$$$$$$$$$$$$

Loaded License : C:/weblogic/license/WebLogicLicense.xml

However Unable to start because :

No License found for WebLogic

As well as the fact that: No License found for Tengah

As well as the fact that: No License found for WebLogic/JDBC

As well as the fact that: No License found for Tengah/JDBC

As well as the fact that: No License found for jdbcKona/T3

The exact message may vary depending on installation but the "License Exception" header is the pattern to look for.

emailclerk Error syntax error: when parsing '' in the mail on line 1

Mon, 26 Sep 2011 16:26:15 -0500

When using Clarify emailclerk, the following error can occur:

CREATE CASE/LOG ERROR

Error syntax error: when parsing '' in the mail on line 1

Note: This is the old-school Clarify emaiclerk.

Not eResponse Manager. Not First Choice SEC (SuperEmailClerk). Not Dovetail EmailAgent.

Which Clarify forms are used for the Clarify license(s) installed?

Thu, 15 Sep 2011 09:36:47 -0500

Depending on the Clarify license(s) installed, the application will use different forms for the same function (New Case, Opportunity Edit, etc.). The following list identifies those known differences.

Using Rule Properties that traverse a MTM or OTM relation

Thu, 08 Sep 2011 16:07:43 -0500

For the most part, Rule properties are pretty straightforward.

But what happens when a rule property had to traverse through a MTM (Many-To-Many) or OTM (One-To-Many) relation?

A rule property typically resolved to one piece of data.

For example, consider a property that is the site name for a case. The path to resolve this would be case_reporter2site:site_name.

This would resolve to one piece of data, which is the site name.

If a rule property traverses a MTM or OTM, it's possible that the end result would be *many* pieces of data, not just one.

For example, a solution can be related to many change requests (bugs).

Given a property for a solution named "Related CR IDs", with a property path of probdesc2bug:id_number, this could resolve to multiple ID numbers.

For more information on Rule Properties, have a look at the "Advanced Business Rules (Part 1)" presentation on the Rulemanager wiki at: http://rulemanager.wikispaces.com/Training+and+Presentations

There is a difference in how Clarify Rulemanager resolves these properties versus how Dovetail Rulemanager resolves these properties.

WebLogic Admin server failing to connect to secondary server with the following error: <BEA-000905> <Could not open connection with host: <<hostname>> and port: 8003.>

Thu, 08 Sep 2011 14:17:52 -0500

Configuration of WebLogic using an Admin server and one or more secondary servers requires specifying the proper hostnames and ports for each. While attempting to connect to a secondary server, the Admin server may render the following errors:

<Info> <WebLogicServer> <BEA-000377> <Starting WebLogic Server with Java HotSpot(TM) VM Version 1.4.2 1.4.2.10-060112-19:42-IA64N IA64 from Hewlett-Packard Company>

<Info> <Management> <BEA-141140> <The managed server is going to contact the admin server at http://server:port# to check if there exists a running admin server at this URL.>

<Warning> <Net> <BEA-000905> <Could not open connection with host: <server> and port: <port#>.>

<Emergency> <Management> <BEA-141151> <The admin server could not be reached at http://server:port#. >

Expected Result:

The secondary WebLogic server should be able to access the Admin Console:

<Info> <Management> <BEA-141140> <The managed server is going to contact the admin server at http://server:port to check if there exists a running admin server at this URL.>

<Info> <Configuration Management> <BEA-150017> <This server is being started as a dependent managed server.>

Clarify Rulemanager error: Failed to initialize the COM Sub System

Thu, 08 Sep 2011 11:36:36 -0500

Note: This solution is in regards to the Clarify / Amdocs Rulemanager, NOT Dovetail Rulemanager.

Attempting to start the Clarify Rulemanager service on Windows can result in (any/all) of the following error(s):

loc_dbg_print: Getting string from string list 51, index 12

Database string_db table is missing strings for subsystem 'com' (string id 12000)

12000-->

loc_dbg_print: Found string 'Cannot retrieve the message (Messages in database out of sync)

' for string list 51 and index 12

loc_dbg_print: Found string 'The activity code entry for 'Rule Action' is missing from the database.

' for string list 51 and index 12

Critical 410 0 The commitment server could not be initialized.

Error 410 1 Failed to initialize the COM Sub System

This means that Rulemanager cannot locate the required strings in the string_db table that it needs.

Looking at the corresponding SQL log shows the strings that Rulemanager is trying to load:

--SQL Batch Started(32cd2b4)

execute sp_executesql N'select objid, id, string, locale, type, dev, translate_ind, name

from table_string_db

WHERE ( id >= @V0 AND id <= @V1 AND locale = @V2 )

order by id asc ', N'@V0 varchar(255),@V1 varchar(255),@V2 varchar(255)',12000,12081,1033

----Elapsed time of 0.2994090 milliseconds.

----------END ROUND TRIP----------

Notice that its looking for strings where the locale is 1033.

Running this same query against the database directly results in zero rows found.

However, if the locale is changed to zero, then the expected rows of data are returned.

Creating sessions without passwords is disabled for security reasons.

Thu, 25 Aug 2011 12:59:54 -0500

The following error can be thrown by the fcSDK:

Exception calling "CreateSession" with "2" argument(s): "(10158) Creating sessions without passwords is disabled for security reasons. If you wish to allow this potentially unsafe behavior, you must configure the app to allow it. Please consult the documentation on how to enable this setting."

Example .NET code that can cause this error:

$ClarifySession = $clarifyapp::Instance.CreateSession("sa","User");

Notice that CreateSession is being called with two parameters: a username and a login type.

This overload of the CreateSession method creates a new ClarifySession and performs a passwordless login for the specified user and ClarifyLoginType.

Creating sessions using the fcSDK application user is disabled for security reasons.

Thu, 25 Aug 2011 12:56:54 -0500

The following error can be thrown by the fcSDK:

Exception calling "CreateSession" with "0" argument(s): "(10159)

Creating sessions using the fcSDK application user is disabled for security reasons. If you wish to allow this potentially unsafe behavior, you must configure the app to alloow it. Please consult the documentation on how to enable this setting.

Example .NET code that can cause this error:

$ClarifySession = $clarifyapp::Instance.CreateSession();

Notice that CreateSession is being called with zero parameters.

This overload of the CreateSession method creates a new ClarifySession and logs in using the username and password from the application object.

RuleManager warning: Employee has an invalid email address

Tue, 23 Aug 2011 12:51:47 -0500

The following warning can appear in Rulemanager logs:

WARN FChoice.RuleManager.PersonRepository - Employee "some_user_name" has an invalid email address of "No".

System.FormatException: The specified string is not in the form required for an e-mail address.

at System.Net.Mime.MailBnfHelper.ReadMailAddress(String data, Int32& offset, String& displayName)

at System.Net.Mail.MailAddress.ParseValue(String address)

at System.Net.Mail.MailAddress..ctor(String address, String displayName, Encoding displayNameEncoding)

at FChoice.RuleManager.PersonRepository.GetUserHelper(GetUserPredicate setupFilter)

This warning indicates that the user's email address is not a valid email address.

In the example above, "some_user_name" has an invalid email address of "No".

RuleManager warning: Employee has no valid email address

Tue, 23 Aug 2011 12:37:31 -0500

The following warning can appear in Rulemanager logs:

WARN FChoice.RuleManager.EmailNotification - User login "some_user_name" has no valid email address. Could not send Email Notification to this Recipient.

This warning indicates that the user's email address is blank or empty or NULL.

In the example above, "some_user_name" has an empty email address.