Losing Genesys log database entries and alarms in 6.5/7.2 upgrade

[leungb1]

Hi Genesys community:

First post here.  Just found this wonderful forum.  If my question was covered before please kindly point me in the right direction.

Our company just upgraded from 6.5 to 7.2 Genesys Framework.  We took the migration path since we have many Genesys components defined in 6.5.  One thing we noticed is the Genesys log database (the one you view through SCI) just stopped.  Or perhaps the MSSQL database did not get migrated correctly.  And we did not have any Genesys alarm triggered when we are in 7.2.

After contacting Genesys Tech Supports a few times, we got different answers (along with the usual "send in the log file" step).  One such suggestion was to create 2 different message servers and have them pointing to each other.  We were very perplexed as why we need to create 2 message servers, and especially have them point to each other (in the Connection tab).  The result was they caused tons of QSP files generated and our server housing the SCS/Message Server got the disk full within a day.

Here are my questions:

1)  Are we the only site who experienced this?  We pretty much followed the 7.2 Migration Guide exactly.  Why was the Genesys log database not capturing the data in 7.2?  I would imagine this would be a big issue for Genesys customers but could not find any solution document in this regard.

2)  Does anyone know the right combination of options and parameters in the Message Server and SCS in 7.2 to make the log entries and alarms work?

3)  Why should we have 2 message servers instead of 1?  More importantly, why should we have them pointing to each other?

Thank you very much in advance.


- Barry Leung

[catanirex]

Hi,
I have migrated several environments from 6.5 to 7.2 without problems.

Have you run the log database migration script? If yes - check that all the tables has the same owner. If the log db still is in 6.5 format it could explain your problem.

Have you checked the log files for Message Server and DBServer used?

[victor]

Hi,

sorry to state the obvious but:

1. did you check that your DAP points to the right place where the log file is and most importantly, can you access it?
2. do you have db_storage = true set in Message Server

I don't get the idea about connecting Message Servers to each other, because it would end up having two Message Servers sending the same message back and forth until kingdom come. Usually, Genesys knows what it talks about, so I am a bit perplexed about having two Message Servers being connected to each other too.

Question:

can you see the old log entries from SCI? New ones? None?

[leungb1]

Thank you catanirex and victor for your speedy response.

An update of how it turned out:

- We have decided to create the new 7.2 Genesys applications instead of migrating from 6.5 to 7.2 using the wizard.  We imported the applications from the Genesys templates.  We overlooked that we need to modify some option settings from the Genesys default values.  Centralized network logging is not turned on by default.  We had to modify the options in the message server, for "log" section, "all" = "network,e:\logs\xxx".  For "messages" section, "db_storage" = "true".  On the SCS, option, "log" section, "all" = "network,e:\logs\xxx".  "buffering" = "true". 

- When things didn't work, we decided to wipe out the Genesys log database and initialized a new one.  Afterwards, the log and alarm entries started to appear.  So there was some problems lingering in the old log database (it went through the migration).

- The DBS (for the centralized log database) needs to have a connection to the Message Server (Genesys TS said no, which is incorrect).

- Having 2 message servers is unnecessary (don't know why Genesys TS adviced to have this).  Having them pointing to each other was a big mistake.  They generated tons of QSP files.  We have deleted the extra Message Server and maintain only one like we did in 6.5.  It is working fine now.

[AJ]

We are in the process of upgrading to from 7.0 to 7.2

What Wizards are need to upgrade the Apps and Databases?
Does any one have a project plan or task outline for the upgrade we can use?

Thanks,
AJ

[eu4iacz]

Hello,

I am experiencing nearly same troubles with migration from 7.1 to 7.6. Alarm reactions are working, but sent e-mails are empty. I would like to sort out this issue. Does anyone have any idea how to go on? In SCI I can see all reaction scripts migrated, but messages seems not to be working. This means that I know that something is wrong on the platform, but only empty e-mail come to my mail :-(.

Thank you in advance for help.

Regards,
Martin

[SisB]

If not getting log records in database/alarms not working: please check message server signature (for the one you are using for logging/alarming) is set correctly and there is no conflict with other message server.

Message Server Options ->MessageServer->'signature' should be log.

Thanks