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Length of time to create an incident after it is submitted
Answer ID 469   |   Last Review Date 12/18/2018

How long does it take for an incident to be created and display in the administrative console after the customer submits it?


Oracle B2C Service, Incident Creation


Incidents submitted via the Ask a Question page enter the system immediately, because the end-user pages work directly with the database.

Incidents submitted via email take between one to fifteen minutes to enter the system. Emails are converted to incidents and brought into the application by the techmail utility, which is generally scheduled to run every fifteen minutes.

Incidents submitted via Chat enter the system immediately.  However, it depends on the way Chat is configured.  Chat can be configured to not create an incident, create an incident at the beginning of the session or at the end of the session.