Case outcome set to "Quota filled" reapears

[Andre Santos]

Branch: quexs/remotelime
version: 2.6.0
php: 7.3
db: MariaDb
Lime: 3.23.7
If a case is closed by "Quota filled" (and the rule is on the Limesurvey side), the case reappers after 1 or 2 cases.
When it happens, no number appears to dial and the outcome only has the "End Work" option available.
After this, the case won't appear again.

[Adam Zammit (adamzammit)]

Hi Andre,

Can you please confirm if the interviewer had the option to choose "Quota filled" when ending the case for the first time?

Also can you please confirm if the system sort process is running?

Thanks,
Adam

[Andre Santos (andre-ars)]

I can confirm both.

Tested more than 10 times.

If there are more than one person logged in, the case reapers to anyone.
(I had 6 users at the same time running a test to validate)

-----Mensagem original-----
De: <email address hidden> <email address hidden> Em Nome De Adam Zammit
Enviada: 8 de outubro de 2020 02:03
Para: <email address hidden>
Assunto: [Bug 1898899] Re: Case outcome set to "Quota filled" reapears

Hi Andre,

Can you please confirm if the interviewer had the option to choose
"Quota filled" when ending the case for the first time?

Also can you please confirm if the system sort process is running?

Thanks,
Adam

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Title:
  Case outcome set to "Quota filled" reapears

Status in queXS:
  New

Bug description:
  Branch: quexs/remotelime
  version: 2.6.0
  php: 7.3
  db: MariaDb
  Lime: 3.23.7
  If a case is closed by "Quota filled" (and the rule is on the Limesurvey side), the case reappers after 1 or 2 cases.
  When it happens, no number appears to dial and the outcome only has the "End Work" option available.
  After this, the case won't appear again.

To manage notifications about this bug go to:
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[Adam Zammit (adamzammit)]

Can you please confirm what "operator skills" have been assigned to the operators that have the case appear to?

Also - can you please review and let me know a list of all the call outcomes for a case that this has occurred to? (from the "Supervisor functions" -> "Assign outcomes to cases")

If you can - please also find what the current case outcome AND call outcomes are under "Supervisor functions" -> "Assign outcomes to cases" after the first time a record is set to quota filled?

Thanks
Adam

[Andre Santos (andre-ars)]

"operator skills":
 Temporary Outcomes (normal cases)
 Refusal Outcomes (respondent refused)
 Final Outcomes (completed, final refusal, etc)
 Appointments

In 114 cases, I have 55 cases with the Outcome "Quota Filled" (I had 6 people testing) and in all of them the only outcome is "Quota Filled".
(the purpose of the test was to verify the losing the token in session, it wasn't important the outcome)

There are no records after "Quota filled".

Extra Info:

ID Outcome Count  %
2 No answer   => 7 6.14
3 Technical phone problems  =>  1 0.88
5 Other, Referred to Supervisor (Unknown eligibility)  =>  5 4.39
7 Hard Refusal, Other  =>  2 1.75
9 Hard Refusal, Respondent  =>  4 3.51
10 Complete  =>  31 27.19
17 No eligible respondent  =>  2 1.75
19 Definite Appointment - Respondent  =>  4 3.51
32 Quota filled  =>  55 48.25
40 Self completed online  =>  1 0.88
45 Max calls reached (Eligible)  =>  2 1.75

         114 100

-----Mensagem original-----
De: <email address hidden> <email address hidden> Em Nome De Adam Zammit
Enviada: 12 de outubro de 2020 01:21
Assunto: [Bug 1898899] Re: Case outcome set to "Quota filled" reapears

Can you please confirm what "operator skills" have been assigned to the operators that have the case appear to?

Also - can you please review and let me know a list of all the call outcomes for a case that this has occurred to? (from the "Supervisor functions" -> "Assign outcomes to cases")

If you can - please also find what the current case outcome AND call outcomes are under "Supervisor functions" -> "Assign outcomes to cases"
after the first time a record is set to quota filled?

Thanks
Adam

[Adam Zammit (adamzammit)]

Hi again Andre,

Thanks for your work on this. I tried replicating this on my end but I didn't get the same issue.

So can you confirm in your test above with 55 cases with Quota filled that all of them appeared again to another interviewer?

If this is the case - can you please try the following:

1. Have an interviewer assign a case as quota filled after LimeSurvey quota is filled (so just the first time - don't allow the case to appear for the second time) then end the case
2. Immediately stop all interviewers working
3. Check the status of the "call", "call_attempt" and "case" tables for that particular case - can you please report that to me?

(i.e. the results of:

SELECT * from `call` where case_id = 1;
SELECT * from `call_attempt` where case_id = 1;
SELECT * from `case` where case_id = 1;

Thanks,
Adam

[Andre Santos (andre-ars)]

1. Assigned a user to a "Quota Filled" case, the case appears, Gives "No more numbers to call" and "link already used"

2. ok!

3:
SELECT * from `call` where case_id = 129

190 1 129 129 129 244 2020-12-29 12:27:17 2020-12-29 12:27:30 32 5

SELECT * from `call_attempt` where case_id = 129
call_attempt_id case_id operator_id respondent_id start end
244 129 1 129 2020-12-29 12:27:17 2020-12-29 12:27:30
246 129 1 129 2020-12-29 14:44:58
    NULL

localhost/quexs2020/case/ https://www.spirituc.com/spiritucmyadmin/tbl_sql.php?db=quexs2020&table=call_attempt
 Showing rows 0 - 0 (1 total, Query took 0.0004 seconds.)

SELECT * from `case` where case_id = 129

129 1389 3 190 1
    NULL
 32
    NULL
 8wgjrf4b9i43cwn

[Adam Zammit (adamzammit)]

Thank you Andre,

My apologies for the long delay in responding (Summer break here)

I'm still not sure why this bug is occurring.

Can you please check now that the case (129) has ended if the current_outcome_id is still 32 (quota filled) or is now something else?

Adam