1. Understanding Scheduled Processes
  2. Loads Service Request Lifecycle Data

Loads Service Request Lifecycle Data

Use the Loads Service Request Lifecycle Data scheduled process to create BI reports using the Service - CRM Service Request Lifecycle, Help Desk – HR Service Request Lifecycle, and Help Desk - Internal Service Request Lifecycle subject areas.

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

Incrementally loads SR audit data added since the previous run of the process, transforming the raw source data into a model that is better suited for ad-hoc BI reporting.

When to Use

The scheduled process must be run to use the Service - CRM Service Request Lifecycle, Help Desk – HR Service Request Lifecycle, and Help Desk - Internal Service Request Lifecycle subject areas for creating ad-hoc BI reports. Ready-to-use reports dependent on these subject areas don't show any data or show stale data unless this process is run regularly.

For a list of ready-to-use reports dependent on these subject areas, refer to the reports list in the Related Topics section.

Privileges Required

Verify that you have the following roles or privilege:

  • To administer the job, one of 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; ‘Execute Incremental Load of SR Audit Data for Reporting’, is automatically scheduled, if the customer has also manually scheduled it, any manually scheduled ‘Execute Incremental Load of SR Audit Data for Reporting’ 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:

    • The estimated execution time for single data record is less than 2 seconds.

    • The estimated execution time for batch job on volume of 50K records is less than 1 minute.

  • Compatibility:

    • When run for the first time, the process will take significantly longer to execute, since all audit data for SRs created since the start of the previous month will be loaded. Before running the process for the first time, ensure that SR auditing is enabled. If no SR audit data is available, the process will exit without creating any data for the Service – CRM Service Request Lifecycle, Help Desk – HR Service Request Lifecycle, and Help Desk - Internal Service Request Lifecycle subject areas.
    • 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.
    • 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 job notification system.
  • If no fact data is available in the Service – CRM Service Request Lifecycle, Help Desk – HR Service Request Lifecycle, or Help Desk – Internal Service Request Lifecycle subject areas, but the scheduled process is running successfully, check to ensure auditing is enabled.
    • Enable auditing of the Service Request object for Service – CRM Service Request Lifecycle subject area.
    • Enable auditing of the HR Help Desk Request object for Helpdesk – HR Service Request Lifecycle subject area.
    • Enable auditing of the Internal Service Request object for Helpdesk – Internal Service Request Lifecycle subject area.
  • If the scheduled job does not run successfully, the next scheduled instance will process data from both jobs;
  • This scheduled process is 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 manually release the lock sooner, run the process Unlock Scheduled Process that Incrementally Loads SR Audit data.
  • To verify that this scheduled process is loaded with the correct data for CRM/HCM, create a BI report from the Service – CRM Service Request Lifecycle subject area with the following metrics and check for recent data:
    • Time
    • Facts> Service Request Lifecycle Facts.
  • To verify that this scheduled process is loaded with the correct data for HR Helpdesk, create a BI report from the Help Desk – HR Service Request Lifecycle subject area with the following metrics and check for recent data:
    • Time
    • Facts > HR Service Request Lifecycle Facts.
  • To verify that this scheduled process is loaded with the correct data for Internal Helpdesk, create a BI report from the Help Desk – Internal Service Request Lifecycle subject area with the following metrics and check for recent data:
    • Time
    • Facts > Internal Service Request Lifecycle Facts.