Article Original Creation Date: 2014-06-16

Problem

The question is why Database of Records (DBOR) still indicates APPLY PENDING?
Which SQL command can be issued to check the status directly in the Database (DB)?

Reboot and another reset to Factory Defaults did not change the status of Database of Records except the Delivery Date.

Environment

Solaris 10
Oracle 10
ServiceGateway 4.2.2
Jboss 4.0.4. GA

Root Cause

The APPLY PENDING information for several devices happened after a problem with the ServiceGateway/ DB performance, because of the timely bad DB performance several devices ended up in this situation.

Solution

First, you can try this SQL command to determine what devices show APPLY PENDING:

 SELECT tc.status, tc.modified, tc.apply_ordinal as ORDER,
 tc.ec_device_id, dev.unique_id_string, dev.last_successful_comm_date FROM SPRT_SG_DBOR_TC tc
 INNER JOIN SPRT_EC_DEVICE dev ON tc.ec_device_id=dev.id WHERE STATUS='APPLY_PENDING'; 

You can solve this device status by using the override type of REPLACE and replacing the same template.
Then you will not notice double entries in the DBoR. If you also use once it will only override once.
After that, you can delete the override again, in that case, you need to run the action Update Now on the device via the CSR interface, but the end result is that the DBoR shows SERVICE again as reason and not DEVICE.

So in total, you run the action Update Now twice on the device via the CSR interface, to be able to get a normal view of the DBoR.

Some Background Info

When you add a manual override that is the same as a template that already exists in service, what happens depends on the Override Type you specify. If you select either Prepend or Append, you will see the behavior you are describing, as the template will be delivered twice: once as part of the service, and once as part of the manual override. When you look at the DBoR you see the two templates listed, once with a Reason of SERVICE, and the other with a Reason of DEVICE (that is the manual override).

If you specify an Override Type of Replace and specify that it replaces itself, then you will only see it listed once, with a Reason type of DEVICE. When you use an Override Type of Replace, it means to use the override instead of what is specified in the service. If you specify Prepend and Append, it will deliver the override, and if that template exists in service, it will also deliver the template as part of the service.