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Hosting notifications for suspended utility runs
Answer ID 2697   |   Last Review Date 11/25/2019

What is a "Hosting Auto-Notification: Utility run suspended for site:" incident and what does it mean to my site?

Environment:

Oracle Service Cloud 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.  An incident is automatically created to notify your primary support contact and Oracle Service Cloud Technical Support 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.  

Although Hosting Auto-Notification incidents are set to a severity level of 3, customers can and should change the severity if their business practices warrant a change.  By process we treat all Hosting Auto-Notification incidents 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:

  • 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.
Techmail-S:

  • 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 Service Cloud 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 Service Cloud application, refer to Answer ID 348: Utilities included with Oracle Service Cloud.

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.

Utility Log shows Run Date, Run Time in seconds, Exit Code and Error Message if any.
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