Overview:
There are negative Duration values, such as -86323 or -3, in some Call Key Message records.
Root Cause:
The Duration_vod is calculated by Current Time - Start_Time_vod__c.
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Start_Time_vod__c is the datetime when we start on the current slide
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Current Time is the datetime when we are finished with the current slide
There are two reasons for the Current Time to be less than the Start_Time_vod__c:
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If the negative value is a small number of seconds, such as -2, -3. The iPad is using a connection to a cellular tower to correct its time directly after gathering the Start Time. This results in the current time being a few seconds behind the current Start Time. The Duration is calculated by subtracting the Start Time from the current time. Since the iPad has corrected to a few seconds prior to the Key Message's Start Time, it can end up as a negative value.
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If the negative value is a large number, such as -86323. This occurs because the user changed the iPad clock.
Example scenario:
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User plans a call and opens the CLM media at 13:00 PM.
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The user puts the media to background and sets the time back to 10:00 AM.
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The user returns to the media, clicking "Done", and submit the call.
According to the scenario, the Duration_vod is calculated as 10:00 - 13:00 = -10800(s).
Solution:
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For the small negative Duration_vod values, there is no effective way to avoid the small time correction when the connection is to a cellular tower.
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For the large negative Duration_vod values, check with the end user for the reason why the iPad clock is changed.
Open a Support case if it is not either situation.
Related Documentation:
N/A
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