Slow CSC Performance Due to Unbounded Growth of Agent's List of Recent Tickets (Doc ID 1940089.1)

Last updated on DECEMBER 22, 2016

Applies to:

Oracle Commerce Service Center - Version 10.0 and later
Information in this document applies to any platform.

Symptoms

Over time, the CSC application becomes slow or unresponsive causing agents' browsers to timeout. Some of the following symptoms have been reported:

When looking at the CSC database, it is observed that the SVC_RECENT_TKTS table is very large with tens of thousands or hundreds of thousands of records. Some users may have thousands of recent tickets.

In addition, the repository cache statistics for the /atg/ticketing/TicketingRepository show high numbers for localCulls and weakEntries for the RecentTickets item-descriptor.

Thread dumps taken during the unresponsive period would show traces in the following parts of the code:

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms