Filter Recent Service Requests by Primary Contact for Improved Performance

In 26C, a new extensibility option is introduced in the Service Contact page to improve performance when displaying Recent Service Requests.

Previously, the Service Contact Page retrieved all service requests where a contact was associated—either as a primary or secondary contact. This approach sometimes caused performance issues in environments with large data volumes, due to recursive queries across multiple contact relationships.

With this enhancement, you can enable a new option “Show Recent SRs by Primary Contact”, which limits results to only those service requests where the selected contact is the primary contact. Additionally, the system now restricts results to service requests updated within the last 3 months, further reducing query time.

This option uses a more efficient query based on PrimaryContactPartyNumber, improving response time and scalability.

  • Improved Performance: Reduces query complexity and response time in high-volume environments
  • Better Scalability: Handles large datasets more efficiently by avoiding recursive contact searches
  • Focused Results: Displays only the most relevant service requests where the contact is primary

Steps to enable and configure

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Service Contact - Primary Contact Selection

Steps to Enable

  1. Open Oracle Visual Builder Studio

  2. Navigate to: Service Center > service > ec > sr > svc-contact page

  3. Go to the Variables tab

  4. Locate the constant: showRecentSRsByPrimaryContact

  5. Update the value based on your requirement:

    • Set to true to display only Service Requests where the contact is the Primary Contact (optimized performance)

    • Set to false to display all associated Service Requests (primary and secondary contacts)

  6. Save and publish your changes

Tips and considerations

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Key resources

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Access requirements

  • Oracle Visual Builder Studio for Application Extension