Dovetail Software Knowledge Base

Could not load file or assembly ADODB

Thu, 17 May 2012 16:25:08 -0500

Carrier's has a bug in its extension finding mechanism which causes start up errors when the Dovetail SDK has not been installed running Carrier.

We hope to correct his issue in future versions of Dovetail Carrier.

.Net Web application returns HTTP Error 500.19 - Internal Server Error

Wed, 02 May 2012 14:26:49 -0500

After installing a .Net based web application you may see the following error:

HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

This is likely happening because your web application's application pool is not using the correct version of the .Net Framework.

When the web application is installed a new application pool for it is created. The default settings of the application pool will come from IIS not the installer. When the application you are installing requires .Net 4.0 and your server has IIS configured to use .Net 2.0 by default you will need to reconfigure the application's app pool to use the correct version of the .Net framework.

a '[object_name]' with the same 'objid' already exists in the database

Fri, 06 Apr 2012 09:50:11 -0500

When using the Clarify classic client, and attempting to save a record, the following error is displayed:

"a '[object_name]' with the same 'objid' already exists in the database"

This can occur for any object in the system, and prevents the save from happening.

A 'act_entry' with the same 'objid' already exists in the database

Does Email Agent support many custom fields when calling APIs?

Wed, 21 Mar 2012 16:18:24 -0500

How many custom fields can be processed in a single email?

Does Email Agent support many custom fields when calling APIs?

Email Agent mode: API Invoke

keywords: SEC.NET SuperEmailClerk

Adding queueable objects to fcClient

Fri, 16 Mar 2012 13:09:03 -0500

Adding queueable objects to fcClient

This document is an early working version of a “how to” manual for adding new custom queueable objects to the fcClient thin client environment.

Oracle connection issues - BOLT, FCFL, fcClient, fcAdmin

Mon, 05 Mar 2012 12:43:10 -0600

Error:

Microsoft OLEDB Error

Microsoft Odbc driver

The Oracle(tm) client and networking components were not found. These components are supplied by Oracle Corporation and are part of the Oracle Version 7.3 (or greater) client software installation.

OR

FC Application Initialization Failed.

Oracle error occurred, but error message could not be retrieved from Oracle.

OR

FCApplication Initialization Failed.

ORA-12154: TNS:could not resolve service name

Initialization Error

Application initialization failed.

OR

System.Data.OracleClient requires Oracle client software version 8.1.7 or greater.

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.