How to troubleshoot Oracle Knowledge iConnect performance issues? (Doc ID 1533627.1)

Last updated on MARCH 24, 2016

Applies to:

Oracle Knowledge - Version 8.4.2 and later
Information in this document applies to any platform.

Symptoms

Oracle Knowledge is linked to Oracle CRM (Siebel) via IConnect.

When selecting the OKM find answers tab in Oracle CRM (Siebel) the average load time is about 3,5 sec every time, first time about 5-6 sec.. When (case)linking the knowledge article to a customer contact the average handle time is about 5 sec every time, first time about 8 sec.  if you believe that performance issues are not related to the number concurrent users or requests because it happens off peak times as well as on peak times, here are some methods of investigation.

For caselinking and unlinking there is a known requirement to support a single document with a large number of caselinks.  Currently the performance of adding caselinks to a document is linear because of the way it is implemented in the product.  If the document has under 10K caselinks it performs satisfactorially.  As the links go up from there the time to link goes up.  It has been measured to be 30 seconds when the number of links is about 50K links.

In general performance is not evaluated by support unless you believe there is a product issue that is causing a performance degradation.

For architecture information on component processing flow see - Debugging the Oracle Knowledge Siebel integration (Doc ID 2090879.1)

Cause

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