Connect.it import and SC caching data

[thephantomlord]

Hi All,



I have a connect.it scenario that reads in a text file containing pager numbers into SC's assignment file. I do this so the system can automatically page the right person when a high-priority ticket is opened.



When the problem ticket is opened I have a file query that looks in the assignment file for the "oncallpager" and then assigns this info to the ticket.



Here's where my problem comes in.. ServiceCenter seems to be caching the information. In other words it's grabbing old pager numbers when it should be grabing the latest one in the assignment file. I have no idea why this is since if I look in the assignment file the numbers are correct there.



Here is my code from FC control that reads in the pager number:



Query

add:true update:true

query:name=assignment in $file

filename:assignment



Calculation

add:true

update:true

calculationncallpager in $file=oncallpager in $file1



this is driving me up a wall.. any thougts?



thanks,

Aaron

[tommy]

I haven't seen this before.



What versions of SC and Connect.It are You running?



Are your assignment file pushed to RDBMS? Maybe some caching here?



When is the correct value read, do You know that?

[thephantomlord]

we're running SC 3.0 SP4 and Connect.It 2.60. Yes the assignment file is pushed to SQL 7 as most of our files are. If I look in the SQL table it is showing the correct on-call pager # and in fact if I view the assignment file from db manager it is correct there too.



When I was trouble shooting this the other night as soon as I stopped and restarted SC the problem went away temporarily. But come Monday morning when the on-call people changed the problem resurfaced again.



In my original scenario I was bypassing SC and just updating the assignment table directly, I thought this might be the problem so I created a new event map to read in the info. But it is still not working correctly.



I am totally baffled.



thanks, Aaron

[tommy]

What if You tried pulling the assignment file back to P4 to see if thats the problem? Maybe you just need to pull it back to P4 and then back again to SQL?



Sorry I have no idea what else could be the problem.

[thephantomlord]

thanks Tommy.. I am brining down the system this coming weekend so maybe I can do that then..



Aaron

[harn145]

It's a fact that SC caches information...



What you can try is to set the "reselect" to ON throught DBDict. If you select the assignment table, it will now show:

1. Root Record: -1

2. Reselect ON



Click the "Reselect ON" button to activate reselect. The button should now display: Reselect OFF - meaning it's currently on. :wink:



What it will now do if reselect all records after add/updates which might solve your issue.



Hope it helps.



Regards,

Jos

[harn145]

Last line should have read:



....



What it will now do is reselect all records after add/updates, which could solve your issue.



Hope it helps.



...

[tommy]

Is this reselect option only available when the file is pushed to RDBMS?

[harn145]

Yes. It checks the dbdict root to determine if it should be available.