Are there any actions that I should avoid enabling or disabling on my Oracle Service Cloud site during business hours?
Oracle Service Cloud (OSvC), All versions
When managing your Oracle Service Cloud application, several actions can compromise site performance and cause extra load on your database, or introduce other issues if not implemented, or enacted properly. As a result, it is recommended you review the administrative and maintenance actions listed below that should not be performed during peak business hours.
Note: This is not an all-encompassing list. If you have questions regarding if an action will adversely affect your site during business hours, please post your question to the General Technical Discussions for Service in Oracle Cloud Customer Connect or Ask Technical Support.
- Adding and deleting custom fields:
Introduces significant database load. When custom fields are added, update statements must be performed against corresponding database tables. While these update statements are running, records in affected tables are inaccessible.
As a result, your staff members will not be able to open or save records associated with the table that is locked. In addition, depending on the type of field being added, your end-users may have difficulty submitting assistance requests through the Ask a Question page.
For example, when adding a contact custom field, the contacts table is locked to allow the custom field to be added to all contact records. As a result, staff are unable to open or save incidents since the contact information is opened along with the incident record.
- Deleting products/categories/dispositions.
a. These deletions can touch every incident on a site and introduce significant database load
- Changes to cached data:
This includes, but is not limited to, the following:
a. Staff accounts
These changes can introduce problems with agents worked with out-of-date cached data.
- Changes to rules
a. Changes to both Business rules and Workspace rules should be performed on a clone of a production site, thoroughly tested, and then performed on production site outside business hours.
- Processes that can introduce DB load
a. Data farming algorithms for the population of data warehouses
b. Batch reporting
- Workspaces that are currently being used by logged in agents
a. Making changes to workspaces while they are being used can cause inconsistencies in Agent workflow and cause errors.