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ICM 8.0 Agent Skillgroup Membership disappeared automatically

Hi All,

For one of our customers, we found that the Skillgroup membership of a working Agent went missing automatically.

Earlier three skillgroups were added to the Agent's Skillgroup membership.

We fixed the issue by Adding those three skillgroups again but not sure how to find how and when the membership changed.

Is there a way to track the changes made to Agents using Agent Explorer ? or did anyone come across a situation similar where Agent skillgroup membership was found missing ?

Thanks,

Anand

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Advocate

Re: ICM 8.0 Agent Skillgroup Membership disappeared automaticall

Hi,

your ICM instance was probably attacked by underpants gnomes and those little creatures like to mess around with the ICM config. ;-)

Anyway, you can use a tool named dumpcfg to track the changes. The details are in this Technote:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00806919d8.shtml

G.

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Beginner

Re: ICM 8.0 Agent Skillgroup Membership disappeared automaticall

Also the behavior can be related to a more significant logger issue, if your B logger sync state is not consistent with the A side and a fail over occurs it would result in a loss of configuration data or changes. Confirm the health of both loggers and insure they are synchronized . This can happen and very likely not be recognized unless you have proper service monitoring in place.

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