Resolving WOM Error -101110062: No Data Found in Budget Terminate Task for Takeover CA Orders

Overview

This article addresses the error code -101110062: No data found encountered in the Budget Terminate task within the Workflow Order Management (WOM) system. This error typically occurs in Takeover Customer Account (CA) or Transfer Service Instance (SI) orders in the Telecom Albania (TAL) environment. The issue stems from the system’s inability to find the expected Service Instance Account (SIA) data, which results in failed orders that are visibly marked as such in the CRM UI. These failed orders lead to billing inconsistencies due to uncaptured service usage in BRM, potentially causing revenue loss. The solution involves identifying and updating the relevant database records and resubmitting the failed WOM task.

Solution

Follow these steps to resolve the WOM error for failed Takeover CA orders:

Prerequisites

Ensure access to the following:

• TAL VPN

• CRM and WOM application credentials

• WOM and CAL database credentials

• Oracle SQLDeveloper or similar SQL query tools

• Ability to modify the /etc/hosts file

• Basic shell and SQL knowledge

Step 1: Retrieve Order Creation Date

1. Connect to the TAL WOM Production database.

2. Run the following SQL:

   SELECT CREATEDATE 
   FROM CRESTELWOMPRD.TBLMWORKORDER 
   WHERE EXTERNALREFERENCEID = '<Order_Number>';
   

   Replace <Order_Number> with the failed order ID.

3. Note the CREATEDATE for later use in WOM UI.

Step 2: Verify Issue in WOM UI

1. Ensure this entry exists in /etc/hosts:

   <IP_ADDRESS> wom.<your_domain>
   

2. Open the WOM UI and use the order creation date to locate the order.

3. Check for the JSON API request parameters, especially the oldServiceInstanceNumber.

Step 3: Diagnose and Fix the Database Issue

1. Connect to the CAL schema in the database.

2. Run:

   SELECT * 
   FROM TBLMCONTRACTBUDGETDTLSREL 
   WHERE SERVICEINSTANCENUMBER = '<Old_SIA>';
   

   Replace <Old_SIA> with the value from the API request.

3. Confirm the rows exist and check that SERVICEINSTANCESTATUS is DEACTIVE.

4. Determine which row to update by checking their CONTRACTMSTID in:

   SELECT * 
   FROM TBLMCONTRACT 
   WHERE CONTRACTMSTID IN (<ID1>, <ID2>);
   

5. Identify the latest contract using the CREATEDDATE.

6. Update the corresponding row:

   UPDATE TBLMCONTRACTBUDGETDTLSREL 
   SET SERVICEINSTANCESTATUS = 'ACTIVE' 
   WHERE CONTRACTBUDGETDTLSID = <Correct_ID>;
   
   COMMIT;
   

Step 4: Resubmit the Task in WOM UI

1. Open the affected order in WOM UI.

2. From the Actions menu, select Re-Submit.

3. Confirm resubmission and wait for the process to complete.

4. WOM will automatically attempt the API call again and update the task and order statuses.

Step 5: Confirm Closure in CRM UI

1. Ensure the following is present in /etc/hosts:

   <IP_ADDRESS> crm.<your_domain>
   

2. Navigate to http://crm.<your_domain>

3. Go to Sales > Order and search using the order number.

4. Confirm that the order status is now Closed.

<supportagent>

Reference Documentation

• Kayako Ticket: #4349805

• Runbook

</supportagent>