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:
Oracle Teleservice - Version 12.2.11 and laterInformation in this document applies to any platform.
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
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In this Document
Symptoms |
Changes |
Cause |
Solution |
References |