Service manager deleting call records

We have noticed that some of the incidents that are logged on VSM have been deleted by the system. It appears that the RemoveCall stored procedure has deleted some incident records that had been saved and were active or resolved.

We initially suspected that this was users not saving calls prior to logging off and the RemoveCall stored procedure was deleting the incomplete records from the system but we created a new table to record the calls that the RemoveCall stored procedure was deleting.  See below

Table details

CREATE TABLE CUSTOM_REMOVE_CALL_LOG

CALL_NO int NOT NULL,

OFFICER_REF int,

DESTROY_ITEM_FLAG int,

DT_CALL_REMOVED datetime,

CALL_OPEN_FLAG int,

CALL_PARTITION int,

EXTERNAL_CO_REF int,

Call_Log_date datetime,

PRIMARY KEY  CALL_NO)

Update to RemoveCall Stored Procedure

BEGIN

SET NOCOUNT ON

IF (@OFFICER_REF = -1 OR @OFFICER_REF = 2 OR EXISTS (SELECT CALL_NUMBER FROM CL_CALL_LOGGING WHERE CALL_NUMBER = @CALL_NUMBER AND (CALL_LOCK = @OFFICER_REF OR CALL_LOCK = 0))) AND ((SELECT OPEN_FLAG FROM CL_CALL_LOGGING WHERE CALL_NUMBER = @CALL_NUMBER) = -1 OR @DESTROY_ITEM = 1 )

BEGIN

/*** Record details in the Custom_Remove_Call_Log table. START ****/

Insert

CUSTOM_REMOVE_CALL_LOG (

CALL_NO,

OFFICER_REF,

DESTROY_ITEM_FLAG,

DT_CALL_REMOVED,

CALL_OPEN_FLAG,

CALL_PARTITION,

EXTERNAL_CO_REF,

Call_Log_date)

VALUES(

@CALL_NUMBER,

@OFFICER_REF,

@DESTROY_ITEM,

GETDATE(),

(SELECT OPEN_FLAG FROM CL_CALL_LOGGING WHERE CALL_NUMBER=@CALL_NUMBER),

(SELECT PARTITION FROM CL_CALL_LOGGING WHERE CALL_NUMBER=@CALL_NUMBER),

(SELECT EXT_COMPANY_REF FROM CL_CALL_LOGGING WHERE CALL_NUMBER=@CALL_NUMBER),

(SELECT TIMEDATE_CALL_LOG FROM CL_CALL_LOGGING WHERE CALL_NUMBER=@CALL_NUMBER)

)

/** END **/

IF @DESTROY_ITEM =  1

BEGIN

We have noticed some unusual results that back the users claims. We have had 3 calls deleted that did not have their open_flag set to -1, the value set when a call is first opened,  2 have been resolved, Open_flag = 2 and 1 is open and has been passed to an external supplier. See results below.

No other call has been removed for these users at these times and the times the calls were removed all appear to be around the time the users logged out or were logged out by the system.

Has anyone seen similar issues or have any resolution to this issue.

Thanks in advance

Trevor Ingram