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Remedy AR System Server
Remedy AR System Email Engine v.19.x
The Emails Messages are being processed slowly and Notifications are delayed up to six hours after an Incident record is created.
~50K notifications sent per day.
~700K NTE:Notifier records after 14days (cleanup escalation retention date).
The Oracle Database version being used is 22.214.171.124.0 - 64bit.
Oracle Bug 27416997 when 'DB-Case-Insensitive' set to True.
Perform the following steps:
1- Apply fix referenced in KA 000173457 Oracle Bug 27416997 (check Metalink Doc ID 2390584.1)
2- Move the escalation "SMT:FCF:SetLastWorklogUpdate" to have its own pool (previously sharing Pool 2 with escalation ).