Service Requests Are Not Firing Expected Workflow After System Upgrade To 12.2.11 (Doc ID 2911765.1)

Last updated on JANUARY 18, 2023

Applies to:

Symptoms

On :  12.2.11 version, Service automation

ACTUAL BEHAVIOR  
---------------
After upgrade to Release 12.2.11, Service Requests are not firing expected workflow.
When the Service Requests are created and processed, it is observed that the queues are not processing and are constantly backlogged.  Processing records from the wf_deferred table is very slow for below two CORRID types
     56916    APPS:oracle.apps.cs.sr.ServiceRequest.statuschanged
     33764    APPS:oracle.apps.cs.sr.ServiceRequest.created
Since the processing is slow, multiple other records are queued up

EXPECTED BEHAVIOR
-----------------------
Expect the workflows for the Service Requests to be processed without delay as it is now taking additional time to be processed from the wf_deferred queue


The issue can be reproduced at will with the following steps:

1) Customer Support (R)
2) Create Service Requests (N)
3) Create Service Requests and process to status change
4) Processing records from the wf_deferred table is very slow for two CORRID types
     56916    APPS:oracle.apps.cs.sr.ServiceRequest.statuschanged
     33764    APPS:oracle.apps.cs.sr.ServiceRequest.created
5) Since the processing is slow, multiple other records are queued up

Changes

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.