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Unable to open incidents when Incident Search (Report ID 8002) is using report database
Answer ID 12899 |
Last Review Date 09/18/2024
Why do I get Invalid incident reference number when trying to open an incident from another incident?
Environment:
Oracle B2C Service, All versions
Analytics
Issue:
Clicking a ref_no in an incident thread to open another incident results in the message:
Invalid incident reference number > The incident number is not valid
Invalid incident reference number > The incident number is not valid
Resolution:
The out-of-the-box standard report Incident Search (ac_id 8002) is used to open an incident when clicking on a ref_no in the incident thread of a different incident. If this report is using the Report Database and if the replication servers are running behind the Operational Database, then some newer incidents will not open successfully. Perform the following steps:
- Open Reports Explorer in .NET Agent Desktop and search for Report ID 8002
- Right-click to open the report in Edit/Design mode
- Click More Options in the ribbon
- Set the report to Operational Database and Save
More information about the Operational and Report Databases is in Answer 5609: Information on different database types used for reporting.
