Remedy - Email Engine - Outgoing Emails are processed slowly due to Oracle bug when the database is set to case insensitive

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System Email Engine v.19.x



    PROBLEM:

    The Emails Messages are being processed slowly and Notifications are delayed up to six hours after an Incident record is created.
    Example:
        ~50K notifications sent per day.
        ~700K NTE:Notifier records after 14days (cleanup escalation retention date).


    The Oracle Database version being used is 12.2.0.1.0 - 64bit.


    CAUSE:

    Oracle Bug 27416997 when 'DB-Case-Insensitive' set to True.


    SOLUTION:

    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 SYS:NPC:TriggerNonGroupNotificationsPool2).


    Article Number:

    000175598


    Article Type:

    Solutions to a Product Problem



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