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Uploaded profile picture in Agentgateway couldn't show in ICSClient

Publication Date:  2017-09-28 Views:  474 Downloads:  0
Issue Description
Product version: eSpace agent Desktop V200R00131SPC300

Topology: ICSClient--ICSGateway---Agentmanagemnet---agentGateway--agentclient

problem discirption: Customerconfigured a agent picture in the Agent Client chat config and the image was upload sucessfuly but doesn ́t apear in the customer screen(icsclients).
Handling Process
1. check profile picture elements through Chrome DevTools both in icsclient and agentclient, for example:

    a. {C}Login the website with Chrome browser where picture needs to be checked (Here should be agent client webpage and remote ICSclient chat website where pictures couldn’t show)
    b. {C}Press F12 on keyboard and click elements to check the picture body to find picture src path.

we find the src path folder are different, the icsclient shows defualt picture.

2. Login ICSclient, found the GUI style should not support profile image, need change the GUI style

   a. Login agentmanagment webpage and in "ICS CLient setting"--"basic setting", change "ICS Client GUI style" from "lovely" to others like IT,or HR style.

3. Repet uploading picture test, still not works .

4. Use cli command “mount” in both in ICSGatway and AgentGateway to check the status of shared directory. Found storage file path mounted on both servers is /mnt/voice

5. check related path in file server, we can find the uploaded picture

6.Check Storage file setting in Agent Management webpage, find the path is: /mnt/voice/chatfilies, this is the second issue that the webpage setting should be the same with servers.

   Step1. Change the path to /mnt/voice as servers setting.

   Step2.Configuration will take effect after restarting ICSGateway and Agent gateway service.

        Use Prometheus account to login and restart ICSGateway under: tomcat7/bin

        Use elips account to login and restart AgentGateway under: /home/elpis/tomcat7/bin/                         

At first, we forgot to reboot, it spent a lot of time to troubleshot.

7. Capture POSTS messages on ICSclient webpage with google chrome, couldn’t find any response about profile picture request. But we can find in agent client, there is PNG request with specified UUID.

8. Check in database with command to check the work no and  file(picture) info, find database has stored right files.

    selet * from T_WECC_AGENTPORTRAIT;

    select * from T_WECC_FILE_AGENTPORTRAIT

9. Check in file server under /mnt/voice/chatfilies/agentpotraits , we can find the picture uploaded by agent client.   Here, if AgentGateway was restarted at step2, the file path should be . /mnt/voice/ agentpotraits. So this is the third issue.

10. After restart all services, the problem still exists. The webpage traces shows that Icsclient couldn’t get the file from ics gateway to store under: /tomcat7/demo/files/portrats and we also couldn’t find protrats directory is created in icsclient background.  so we suspect the problem should from ICSGateway side.

11. Check Prometheus log in ICSGateway, we found below File Not Found Exception resulting from Permission denied.

12. Check the uploaded picture access right, found the uploaded file mode is :700 belonging to users group. That means, when ICSGateway and AgentGateway are set in one server with different ip. ICS have no right to access the file.
Root Cause
1. use incorrect icsclient GUI style which doesn't support image display

2. Storage file path setting in Agent Management webpage is different with the setting in both ICSgateway and Agentgateway

3. Didn't restart agentgateway after change storage file path in agent managemnt webpage

4. ICSgateway has no right to fetch Agent gateway uploaded file when they are set in one physic server. Need change the permission of uploaded files.
Solution
A. Login agentmanagment webpage and in "ICS CLient setting"--"basic setting", change "ICS Client GUI style" from picture unsupported style to supported one .e.g. change "lovely" to others like IT,or HR style.

B. Make sure storage file setting in Agent Management webpage is the same with src path in both ICSGateway and AgentGateway.

C. Need restart agentgateway after change storage file setting in agent  Management webpage

D. Huawei doesn't support ICS and Agentgateway installed in one physic server. If customer use this scenairo, please change access rights with following procedures

1. Log in to the Agent Management System webpage as an agent administrative user sysadmin. Checking File Server Path setting under: Component configuration à Index and Storage Serviceà Storage Service Configuration, Change the path to /mnt/voiceas servers setting.

2. Configuration will take effect after restarting ICSGateway and Agent gateway service.

   Use Prometheus account to login and restart ICSGateway under:tomcat7/bin

   Use elips account to login and restart AgentGateway under:/home/elpis/tomcat7/bin/  

3.  Change the umask setting from 077 to 022 in setenv.SH to agent gateway.

4. Delete agentpotraits directory in file server(will recreate whenupload file again

5.  Use elips account to login and restart Agent Gatewayunder:/home/elpis/tomcat7/bin/      

6. Re-uploadthe profile picture and retest is ok

END