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Environment:
Oracle B2C Service Hosting Notifications
Resolution:
When an error occurs on a utility which prevents it from running, the utility is disabled and set to a "No-Utility" status. Oracle B2C Service Technical Support will investigate and if the issue is impactful, a Service Request will be created to notify your primary support contact that a utility has been suspended and requires investigation as to the cause. The utility will not run again until it has been removed from the No-Utility status. An investigation will take place to determine the cause of the error and the incident will be continually updated to:
The severity of a suspended utility varies with each customer's business practices. For example the suspension of the techmail utility, which processes incoming email, may be a high severity to some customers and of no business importance to others.
Customers can change the severity of the Service Request if their business practices warrant a change. By process we treat all Utilities Service Requests internally as severity 2. We also treat incidents for some utilities, such as techmail-s and dbstatus-r, with higher urgency than others.
The following summarizes impacts you may observe when a utility is suspended from running.
Agedatabase-a:
Dataminer:
Dbstatus-C:
Dbstatus-R:
Dbstatus-U:
Dbstatus-W:
DQA:
Techmail-M:
Reportgen-s:
Reportgen-si (Oracle B2C Service versions November 2012 and newer):
Reportgen-Q:
okcs-im-content-update:
okcs-http-content-update:
okcs-im-content-indexing:
For more information about the various utilities in the Oracle B2C Service application, refer to Answer ID 348: Utilities included with Oracle B2C Service.
You can view the logs of your utilities by going to http://cx.rightnow.com and opening Site Tools > Hosting Services > Utility Stats. From this list select the appropriate utility link for the appropriate site/interface. For each scheduled run, there will be an entry. See the following for a typical Techmail run.
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