NextCallRef error on Server Service startup: Difference between revisions

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You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs.
You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs:
 
  [ERROR]:[5972] Invalid callref: an entry in opencall is greater than nextcallref!
  [ERROR]:[5972] Invalid callref: an entry in opencall is greater than nextcallref!
   
   
The error is apparent in the log file, then you will need to go into your MsSQL database and run the below query on the Supportworks database:
To resolve this issue the following steps should be completed on the Supportworks Application database:<br\>
 
select callref from opencall
# Enter the following via your preferred database query tool:
#:<pre>USE swdata</pre>
This will give you a list of the call references in the system, please make a note of the highest call reference number.
#:<pre>SELECT MAX(callref) FROM opencall</pre>
#:This will return the last call reference number used, please make a note of it.
Then go onto the Supportworks Server, Start > All Programs > Hornbill Core Services > Interactive SQL and enter the below queries:
#Using the Interactive SQL tool, enter the the following, replacing the "####" with the callref value returned above:
#:<pre>USE sw_systemdb; [RETURN]</pre>
use sw_systemdb; [RETURN]
#:<pre>UPDATE system_counters SET count = #### WHERE name = 'nextcallreference'; [RETURN]</pre>
update system_counters set count = #### where name = 'nextcallreference'; [RETURN]

Latest revision as of 16:13, 20 July 2015

You may find that the Supportworks Server service is unable to start and the following error is displayed in the swserver logs: 

[ERROR]:[5972] Invalid callref: an entry in opencall is greater than nextcallref!

To resolve this issue the following steps should be completed on the Supportworks Application database:<br\>

  1. Enter the following via your preferred database query tool: 
    USE swdata
    SELECT MAX(callref) FROM opencall
    This will return the last call reference number used, please make a note of it.
  2. Using the Interactive SQL tool, enter the the following, replacing the "####" with the callref value returned above: 
    USE sw_systemdb; [RETURN]
    UPDATE system_counters SET count = #### WHERE name = 'nextcallreference'; [RETURN]
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