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The HIS log is structured as a flat line based file. Each event starts on a new line and can span multiple lines based on the event type and content. Here’s an example event:
...
The content section is a free-form area that contains details about the event. Although there is no standard structure to the content section, there are similarities between related events. The remainder of this document will have examples of important and common events.
Examples
System Startup
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2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.avaya] 2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.genesys] 2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.incontact] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.incontact.hub] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.bridge] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.uccx] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.five9] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.purecloud] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - Activating processor management 2023-06-13_14:58:24.832 UTC INFO ProcessorManagement - Retrieving configuration from Config Server: https://cs.qa.openmethodscloud.com//work/v1/customers/348aa9f80e5647eb9223d06925ef7eb4/networkhosts/c4733e18-69f1-4708-b05a-a88d5aec1222/networkhostservices/ebaa72ce-b1ab-44aa-abcc-690363b57737/gethisconfig |
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As the session is created, a new processor session resource and workflow session resource are created and need to be bound to just like the processor and workflow services.
Workflow Events
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2023-06-13_14:58:35.910 UTC INFO WorkflowSession PureCloud-rajat1 - Workflow Event: PureCloud-rajat1 session.started
2023-06-13_14:58:35.910 UTC DEBUG ViewObject session.PureCloud-rajat1 - processing event session.started
2023-06-13_14:58:35.910 UTC DEBUG ViewObject session.PureCloud-rajat1 - Found transition for event: session.started
2023-06-13_14:58:35.911 UTC INFO View initial - Exited State: initial
2023-06-13_14:58:35.911 UTC INFO View logged_in - Entered State: logged_in
2023-06-13_14:58:35.911 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Event: {"messageType":"resourceEvent","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1","event":{"messageType":"stateEvent","target":"PureCloud-rajat1","name":"state.updated","context":{},"data":[{"name":"session.logout","type":"enable"},{"name":"session.login","type":"disable"}]}}
2023-06-13_14:58:35.911 UTC INFO WorkflowSession PureCloud-rajat1 - Client Event: state.updated
{"messageType":"stateEvent","target":"PureCloud-rajat1","name":"state.updated","context":{},"data":[{"name":"session.logout","type":"enable"},{"name":"session.login","type":"disable"}]}
2023-06-13_14:58:35.911 UTC DEBUG WorkflowSession PureCloud-rajat1 - Done processing event: PureCloud-rajat1 session.started |
As the session or interaction state changes, the workflow component keeps track using several state machines. An event is raised by the processor session and sent to the workflow engine (line 1). The workflow engine looks to see if there is a transition for the event and if there is changes the state machine (line 3). The state changes are listed in lines 3 & 4. When the state changes, the set of buttons or capabilities that are enabled and disable are updated and set to the client (lines 6-8).
Errors
| Code Block |
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2023-06-13_14:58:18.134 UTC ERROR MQProcessor CICEnvironment - Error reading messages. Resetting connection
java.net.SocketException: Socket closed
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:183)
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:140)
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:200)
at com.openmethods.iserver.processor.cti.mq.MQProcessor$MessageListener.run(MQProcessor.java:490)
at java.base/java.lang.Thread.run(Thread.java:834) |
Errors are almost always multi-line events. The first line contains information about the error and what was trying to be done when the error occurred. The remaining lines are a Java stack trace that provides technical details about the error and should be included in any bug report.