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DBI Service Request Backlog Reports Have Bad Performance (Doc ID 1609143.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Service Intelligence - Version 11.5.10.2 to 12.1.3 [Release 11.5.10 to 12.1]
Information in this document applies to any platform.

Symptoms

DBI Service Request Backlog Reports have bad performance.

When drilling down to Service Request Backlog Detail, it takes over 20 minutes and will timeout/freeze before results are retrieved.
We applied a SQL profile and it worked only for the day. Next day back to normal.

The DBI Customer Support Incremental Load request set is running daily and has no errors.
The "BIS Request Set Generator Finalization Program" did take 5 hours to complete.

EXPECTED BEHAVIOR
-----------------------
It should not take more 2 minutes at most.

STEPS
------------
(R) Daily Customer Support Intelligence
(N) Service Request Backlog Reports

 - Backlog
 - Choose Customer
 - Click on Backlog link for Severity '03 A-Critical'

 => It will error out or freeze after 20 minutes.

BUSINESS IMPACT
-----------------------
First users filter their reports BY CUSTOMER, and then drill down.
With this criteria, Users cannot access the information.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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