Notifications failing when recipients belong to overlapping schedules

Issue Details

Some customers with existing integration have reported an issue after upgrading from xMatters 4.1 to 5.0 where recipients belonging to Teams with overlapping Schedules are not receiving notifications.

Integrations Affected:

  • BMC Remedy
  • CA Service Desk
  • CA Spectrum
  • HPOM for Windows
  • IBM Netcool Omnibus
  • Microcoft SCOM

Issue Symptoms

When an integration initiates notifications directed to a Group, and a Team in that Group has Coverages that overlap with another Team's Coverage, one Team member will receive a notification without delay. The remaining recipients will be notified after a delay of approximately five minutes.

The xMatters node log may display a stack trace similar to the following:

ERROR Default Company - - Exception executing batch:

org.hibernate.StaleStateException: Batch update returned unexpected row count from update [0]; actual row count: 0; expected: 1

Issue Cause

The presentation script for some integrations includes a defect that causes that the $main.userTime system variable to be corrupted when the first recipient is notified. This then prevents prompt notification of the remaining recipients.

Solution:

  1. Using the xMatters Developer IDE, open the presentation script and search for "$main.UserTime ="
  2. Change "$main.UserTime =" to "$userTime ="
  3. Validate and check in your changes.

Note that in the HPOM for Windows integration, this this variable is used only once. In other integrations, the variable is used several times after it has been assigned, so you must change the other instances to use the new variable instead.

For example, in the Microsoft SCOM integration's presentation script, there are three lines that will have to be changed from

@messageContent::put( "Event Time", $main.userTime )  

to

@messageContent::put( "Event Time", $userTime )  

xMatters Reference

DTN-3215, SUP-6769, SUP-6850, JDN-3864

Originally created by Don Clark

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