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TeleService / Install Base: Performance Issue in Service Request form during Item and Install Base Verification (Doc ID 1667006.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle Customer Care - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

There is a performance issue while creating a Service Request after entering the Serial number.

The system goes into Install Base to confirm Customer Account and Serial number status - and depending on the size of that Customer's Install Base, the wait time can be severe.

Steps:

- Open Contact Center or Service Request forms
- Create a service request
- Enter serial number

=> When the check is being done in Installed Base, the form session hangs.

Changes

- E-Business Suite was upgraded from 11.5.9 to Release 12.1.3.
- Database was upgraded from 10.2.0.4 to 11.2.0.3.0

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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