1. Understanding Scheduled Processes
  2. Loads Service Request and Interaction Data

Loads Service Request and Interaction Data

Use the Loads Service Request and Interaction Data scheduled process to be able to create BI reports on service performance that provide an aggregated view as it relates to interactions, compliance, and knowledge article usage.

Beginning with 24B, this process replaces the automatically scheduled ‘Aggregate Service Requests’. There will be a period of soft cutover, where ‘Aggregate Service Requests’ will process the data, while ‘Loads Service Request and Interaction Data’ will perform no action. Once the period is over, ‘Loads Service Request and Interaction Data’ will process the data and ‘Aggregate Service Requests’ will perform no action. The soft cutover period will last for a minimum of 14 runs of ‘Loads Service Request and Interaction Data’ over 14 days. The period will end after 14 days and a minimum of 14 runs.

It runs an ETL job to aggregate both transactional SR data and Interaction data to populate tables at the back end. BI reports created using the ‘CRM – CRM Service Request Summary’, ‘Help Desk – HR Service Request Summary’, ‘Help Desk – Internal Service Request Summary’, and ‘CRM – CRM Interaction Aggregate’ subject areas query the back end aggregate tables.

When to Use

The scheduled process needs to be run in order to use the ‘CRM – CRM Service Request Summary’, ‘Help Desk – HR Service Request Summary’, ‘Help Desk – Internal Service Request Summary’, and ‘CRM – CRM Interaction Aggregate’ subject areas for creating ad-hoc BI reports. Out of box reports dependent on these subject areas will not show any data or show stale data unless this process is run.

For a list of out of box reports dependent on these subject areas, refer to the reports list at: http://www.oracle.com/webfolder/technetwork/docs/reports/r13/Service-Reports-R13.xlsx

Privileges Required

Verify that you have the following roles or privilege:

  • To administer the job, the following roles are required with delete, execute, read and update:

    • ORA_SVC_HELPDESK_ADMINISTRATION

    • ORA_SVC_SR_ADMINISTRATOR

  • To schedule the job, the following privilege is required

    • SVC_SCHEDULE_SERVICE_JOBS_PRIV

Before You Start

Review the following before scheduling this scheduled process:

  • While the process that this scheduled process is replacing; ‘Aggregate Service Requests’, is automatically scheduled, if the customer has also manually scheduled it, any manually scheduled ‘Aggregate Service Requests’ process should be stopped.
  • Note that this scheduled process must be scheduled by the customer. Unlike the process it is replacing, it will not be automatically scheduled by the system.
  • The recommended frequency is hourly

  • Execution Time:

    • For single data record, the estimated execution time is less than 1 second.

    • For batch job on volume of 50K records, the estimated execution time less than 5 minutes.

  • Compatibility:

    • When run for the first time, the process will take significantly longer to execute, since all data in the relevant tables will be loaded.
    • No other processes are triggered when this job runs.
    • No potential impact on the server performance while this job is running.
    • There can be only one instance of the job running at any one time, otherwise there will be issues. A built-in locking mechanism prevents a second instance of the job from being started before the current instance has finished. The job itself parallelizes the gathering of the data.
    • There are no issues with business processes executing in parallel with this job.
    • This scheduled process is incompatible with itself, therefore only one instance of the job should be running at any particular time.

Parameters

None.

Troubleshooting Information

Use this information to troubleshoot the scheduled process.

  • Notification of job completion would be using the standard scheduled process notification system.
  • If the scheduled job does not run successfully, the next scheduled instance will process data from both jobs.
  • This scheduled process idempotent, and no cleanup activity is required if the job fails.
  • When the scheduled process starts it will attempt to obtain a process lock. If no other instance of the process is running, it will be successful. Upon successful completion or in the event the process fails gracefully, the lock will be released.
  • If the scheduled process is unable to obtain a process lock, the lock will automatically expire after 24 hours.
  • To verify this scheduled process is running successfully BI reports from the following subject areas can be checked:
    • CRM – CRM Service Request Summary subject area with the following metrics and look for recent data:
    • Time
    • Facts > Service Request Summary Compliance Facts
    • Facts > Service Request Summary Interaction Facts
    • Facts > Service Request Summary Knowledge Article Facts
  • Helpdesk – HR Service Request Summary subject area with the following metrics and look for recent data:
    • Time
    • Facts > HR Help Desk Request Summary Compliance Facts
    • Facts > HR Help Desk Request Summary Interaction Facts
    • Facts > HR Help Desk Request Summary Knowledge Article Facts
  • Helpdesk – Internal Service Request Summary subject area with the following metrics and look for recent data:
    • Time
    • Facts > Internal Help Desk Request Summary Compliance Facts
    • Facts > Internal Help Desk Request Summary Interaction Facts
    • Facts > Internal Help Desk Request Summary Knowledge Article Facts
    • CRM – CRM Interaction Aggregate subject area with the following metrics and look for recent data:
      • Time
      • Facts > Interaction Aggregate Facts