In Clarify 11.5 and 12.5,  if the case modify stamp value (modify_stmp) contains millisecond values (ex: 2006-12-24 10:23:14.110) instead of '000' milliseconds, then some of the case history is missing.

Steps to reproduce:
Using the Classic Client, create a case
Using the fcSDK or fcClient, log a note to the case.
View the case in the classic client - the notes are shown in the case history.
Using the classic client, log a note to the case
View the case in the classic client - the notes are NOT shown in the case history.

It looks like this was recently identified as a bug in the Clarify Classic Client, that was fixed in ClarifyCRM 12.5SR1.15.
Refer to Solution PD21278 on ClearAnswer.

When updating the case history, the SQL generated by the classic client looks something like:

update table_case set case_history = @V0,modify_stmp = @V1 where objid = @V2 and modify_stmp = ''2006-12-06 17:34:02' ...

Notice that there are no milliseconds in the parameter for the modify_stmp. This is the issue. This update statement does not update the case, because the modify_stmp will most likely contain milliseconds. In rare instances, the milliseconds of the modify_stmp will be "000", and the update statement will work.

The Clarify/Amdocs fix for the linked CR introduces a new Clarify.env parameter "SQLSERVERIGNOREMILLISECONDS". Users need to set clarify.env parameter 'SQLSERVERIGNOREMILLISECONDS=TRUE' in clarify.env in order to get modify_stmp updated when there are milliseconds in table_case.modify_stmp.

You can also work around the issue using the fcSDK.
There is a configuration setting:
fchoice.clarify.ignoredatetimemilliseconds
which removes millisecond details when setting a datetime field.

Although this will work around the issue of the case history not being updated via the classic client, it will discard milliseconds from all datetime stamps, which may be valuable data.

The recommended resolution is to upgrade to a Clarify version that addresses the issue and/or provides a workaround.

• Dovetail Agent – Dovetail Agent (formerly fcClient)
• Dovetail SDK – Dovetail Software Development Kit for Clarify