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Former Member

Dispute Case xxxxx: Process step 002: Change not possible, process step 001 missing

Dispute cases are not reflecting payments or credits applied to the customer account. FDM_PROCESS_BUFFER log is displaying most of cases are missing steps such as 002, 004, 006, 007, 010, 011: Change not possible, process step 001, 002, 004, 005, 006 missing. Cases are still open some with "In Process", some with "New", and some with "Business Complete" statuses. I will appreciate your suggestions and solutions.


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2 Answers

  • Jan 24, 2018 at 04:41 PM

    Dear Sajid,

    When a dispute case is going to be updated but, for some reason, it is locked, it cannot be updated. So, in this case, an entry in table fdm_buffer is created. Then, when running report fdm_process_buffer, the dispute case gets updated.

    The issue you mention can be due to several reasons. For example:

    1. A dispute case is created, and this is performed and this step is process step number 001.
    2. Then, some attributes are changed, and this is all correctly updated. This is process step number 002.
    3. Later, the dispute case should be closed because of the clearing of the disputed items, but it is not updated because a user is modifying it, at the same time, so it is locked, so an entry in fdm_buffer table is created, stating the steps that are to be performed, and its "order number", or "process step number". Here, the entry would contain the "old process step number" = 002, which was the last process step number known, and the "new process step number" = 003, which is the process step number of the update that could not be performed.
    4. Now, the user that was modifying the dispute case performs some relevant change that implies a new process step number. So it is now updated to 004.
    5. Finally, you try to run the report fdm_process_buffer to update the dispute case, but the report expects to find the dispute case in process step number 002, and to change it to 003. But, it is already in process step number 003, so it cannot update the dispute case. It is now that the message "Change not possible, process step number XXX missing"

    This is only an illustrative example.

    Other times it is custom reports that are supposed to create/update/modify dispute cases and these process step numbers are not correctly handled, or not all required tables are correctly updated, creating inconsistencies. The only solution in these cases is to void these inconsistent dispute cases and check the process to find possible points where the inconsistencies are being created, or ways to reproduce the issue.

    I hope this solves your doubts and helps you find a solution.

    Best regards,

    Pablo Lozano

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    Former Member
    Jul 31, 2017 at 06:49 PM

    did you get your issue resolved

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