What does it mean when a Utility run is suspended for my site?
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:
- identify the issue
- inform you of any workarounds put in place
- alert you that the utility has been re-enabled and is running without error.
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.
- Service Performance and Service Summary reporting data is not cached. This means that data accumulated since the last successful agedatabase run will not be available in reports.
- Automatic closure of incidents does not occur.
- Answers will not automatically be set to Review.
- Answers will not automatically be published.
Agedatabase-a:
- Incidents will not be archived.
Dataminer:
- End user visit and page hit statistics will not be summarized.
Dbstatus-C:
- Cloud monitor searches will not automatically execute.
Dbstatus-R:
- Escalation rules will not automatically execute.
Dbstatus-U:
- Users that are inactive will not be logged out.
Dbstatus-W:
- Watchlist notifications for answers, products and categories will not be sent.
DQA:
- End-user traffic statistics will not be written to the database.
- Outreach tracked link data may not be written to the database.
- Incidents will not be created or updated by incoming email from the service mailboxes.
Techmail-M:
- Incidents will not be created or updated by incoming email from the Outreach mailboxes.
Reportgen-s:
- Scheduled reports will not be delivered.
Reportgen-si (Oracle B2C Service versions November 2012 and newer):
- Scheduled reports will not be delivered.
Reportgen-Q:
- Reports will not be queued therefore some reports will not return results.
okcs-im-content-update:
- Newly-published or updated knowledge base documents will not be crawled.
- Unpublished or deleted knowledge base documents will not be flagged for removal from the search index.
okcs-http-content-update:
- Sitemaps for external content will not be crawled.
- Updates to external content will not be crawled.
okcs-im-content-indexing:
- Changes to the knowledge base as crawled by the content update utilities will not be indexed.
- No updates to the search index will be synced to the search runtimes.
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.