This chapter describes how you can permanently delete service requests or cases and related information
This chapter covers the following topics:
You can permanently delete service requests or cases and related information from your database by running the Service Request Data Purge concurrent program.
Note: Case Management uses the same concurrent program to purge cases. Please read “case” for every use of “service request” both in this text and the user interface.
The purge program permits you to delete a single service request or a set of service requests that you specify using one or more of the following criteria:
Service request number
Status
Type
Creation date or date range
Date or date range of last update
No updates for a specified period of time, for example, six months or one year.
Customer
Customer account
Item category
Item
All service requests except a number of the most recent you specify. For example, specifying 10,000 keeps the 10,000 most recent service requests and purges the rest.
The purge program imposes the following restrictions:
You can only purge closed service requests. These are service requests in a status that is set up as Final. (For details, see Service Request Statuses.)
You cannot purge open dispatch field service tasks.
You can only purge service requests that you have permission to update under your current responsibility. Purge enforces both standard service security, which you set up by mapping request types to responsibilities, and custom application security you create. For details, see Setting Up Service Request Security.
You cannot purge Oracle Complex Maintenance Repair and Overhaul service request types.
You cannot purge a service request with an Oracle Depot Repair order.
You cannot purge service requests with unsubmitted charge lines.
You cannot purge Oracle Enterprise Asset Maintenance service requests.
The purge program does not delete e-mails processed by the Oracle E-Mail Center. You must run the Oracle E-mail purge program to accomplish this. See the Oracle Email Center Implementation Guide for details.
The purge program permanently deletes and purges from the database:
All information captured in the service request itself, including that captured in any additional attributes you have defined. This includes all of the types of additional attributes, including, but not limited to, user-defined extensible attributes and descriptive flexfields.
All service request tasks
All service request notes
Charge lines
Links from other service requests to the purged service request
All links from knowledge base solutions to the purged service request
All information regarding the request in the Universal Work Queue
Attachments
Interaction history
Service request audits
Service request messages
Contact points
The purge program records the following information in the concurrent request log:
The number of service requests processed
The number of service requests purged successfully
The number of service requests where purge failed
The service request number of each service request that failed and the reason why the purge failed.
This information is available by clicking the Output button on the Concurrent Requests window.
You can view the parameters used for the purge by clicking the View Details button on the same window.
In addition, you can have the concurrent program generate a detailed log of the purged service requests or cases in an audit table (CS_INCIDENTS_PURGE_AUDIT_B). The table includes:
The ID of the concurrent request that purged the service request
Service request type
Customer
Inventory Organization
Item
Item Category
Item Instance
Item Instance ID
Creation date
Date of last update
User who initiated the purge
Date of purge
This release does not include a user interface for viewing the audit table content. You must write an SQL query to do so.
If you are using Oracle Daily Business Intelligence (DBI) for service application reporting, then you must rerun that application's Initial Load concurrent program after purging. This is because your reports do not automatically correct for any purged service requests.
DBI reports impacted include:
Customer Support (TeleService)
Depot Repair
Field Service
Maintenance (eAM)
Any other related product such as Customer Intelligence
See the Oracle Daily Business Intelligence Implementation Guide for details on running the concurrent program.
To run the Service Request Data Purge concurrent program, submit a single request. Under the seeded Service responsibility, this is accomplished by navigating to Others, Submit Requests.
The following table describes the program's parameters:
| Parameter | Description |
|---|---|
| Number | Service request or case number. Make an entry here for purging a single service request or case. |
| Status | Service request status. The list of values includes only statuses for closed service requests or cases. These are statuses with the Final check box selected. |
| Type | Service request type. If standard service security is turned on, the list of values displays only those service request types mapped to your responsibility. |
| Created From | Use for deleting service requests or cases created from and including this date. |
| To | Use for the end date of the creation period. |
| Last Updated From | Use for deleting service requests or cases updated on and from this date. |
| To | Use for the end date of the update period above. |
| Not Updated Since | Use the list of values to choose a period ranging from 3 months to 5 years. |
| Customer Number | Use for deleting service requests or cases for a single customer. |
| Customer Account | Use for deleting service requests or cases for a single account. |
| Item Category | Use for deleting service requests for a inventory item category. Item categories are not used by Case Management. |
| Item Number | Use for deleting service requests for a single inventory item. Items are not used by Case Management. |
| Retain Customer Requests | Use this field to delete all service requests or cases except the most recent number you enter here. For example, entering 10,000 here, deletes all except the 10,000 most recent service requests or cases. |
| Number of Workers | Enter the number of concurrent processes you want to launch at the same time. |
| Purge Batch Size | Enter the number of service requests or cases to be purged in a single purge process. For example, if you are purging one million service requests and you specify a batch size of 10,000 here, then the application splits the purge into 1000 separate purge processes. |
| Non Field Service Tasks | Used for service requests with non-field service (customer-related) tasks. You can choose to purge service requests regardless of the status of their non-field service tasks (Purge All) or purge only those service requests where these tasks are closed (Purge Closed). |
| Maintain Audit | Permits you to decide whether or not you wish the application to populate the audit table. |
For instructions on running concurrent requests see the Oracle Applications Administrator's Guide.