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Service Business Intelligence: Service Request Closure Trend Is Not Showing Data For Some Periods (Doc ID 1307673.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Service Intelligence - Version 12.0.6 and later
Information in this document applies to any platform.

Symptoms

We have modified the sql query as KPI Summary: Incremental Data Load Set was erroring out.
But Daily Customer Support Intelligence > Service Request Resolution & Closure Reports > Closure Trend, is not showing the any data.

EXPECTED BEHAVIOR
-----------------
Data should be populated.

STEPS
-----
But from the screen shot you will come to know that the graph is not showing any data mark for 2011 year.

ERROR
-----
In addition to the report not showing any data for some periods, the page shows the 'Error on page.' warning at the bottom of the page (yellow triangle with '!').

Details of the error are as follows:
-----------------------------
Expected '('
RF.jsp
Code: 0
URI: ..


User Agent:
Timestamp: Tue, 8 Mar 2011 01:04:32 UTC


URI: http://machine_name:port_number/OA_HTML/RF.jsp?function_id=23937&resp_id=24503&resp_appl_id=862&security_group_id=0&lang_code=US.
-----------------------------

WHAT IS WORKING
---------------
(R) Daily Customer Support Intelligence
(N) Customer Support Management (which is seeded Dashboard)

If the value for Dashboard parameters are as follow:
   1. Period:all
   2. Compare To: all
   3. Request Type: all
   4. Product Category: all
   => The graph for year 2011 showing just on Unresolved Backlog Trend field for the rest is blank
      However graph for 2008, 2009, 2010 is there.

If the value for parameters are as follow:
   1. Period:Rolling 365 or 90
   2. Compare To: all
   3. Request Type: all
   4. Product Category: all
   => The graph for year 2010 AND 2011 is not there for some Fields and also show up on just Unresolved Backlog Trend field

* Note1: above is product specific issue related to seeded  Customer Support Management Dashboard.
* Note2: On the Graph Region: You can see the Graph but not for all years and different depend on the parameters value.

So the Functionality for DBI to export the graph tp Dashboard is fine, but why some graph did not show up from some Filed
For seeded Dashboard this is product specific issue.

Changes

Upgraded to 11g recently which causes KPI Load request to go to error.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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