Attachment pane performance issue

Hi,

We have experienced a very low performance after UPD21 a year ago.

We found out, it was caused by a change in DOCUMENT_VIEW_ACCESS.

Although we reported this Issue to IFS Support, it was not accepted as a bug. IFS Support mentioned, that this change was introduced due to an issue from another customer.

We finally reverted back to the PRE- UPD21 version of the view.

Here is the details compared.

Count DOCUMENT_ISSUE_ACCESS_TAB 157.306.245

Count Doc_issue_tab 14.295.463

Hi ​@JohannesWittwer 

Great to hear that. I created ticket for this issue with proposal of solution but IFS Support reject it because “it carries a risk of negatively affecting other customers”. I have different idea because for few customer it works and I do not see any rist with that. IFS Support haven’t provided yet any example of potential risk.

Moreover they suggested to implement customization...

​@knepiosko 

We have decided to fix this. The previous communication about risk was done too hastily, for this particular issue.

To elaborate a bit on “risk”: it can be a risk, in general, if we introduce an optimizer hint "willy nilly". Different customers have different amount of data in different tables, and also different distribution of data, all of which can affect how the Oracle query optimizer decides on an execution plan. An optimizer hint might have a good result for one customer and a bad result for another.

Therefore, it's often safer to do things like introduce a new index or to add an optimizer hint, like in this case, for the customer in question. Because, again in the general case, the optimizer hint might have a different impact for a customer with different data.

Unfortunately in this case, adding an optimizer hint is seen as a customization (it IS changing standard code from IFS), whereas adding an index to solve a performance problem for a customer, is more in the gray zone between a customization and a configuration.

To repeat myself: we will solve this issue in the standard product and you should get a notification via the official support channel about it soon.
 

I mentioned in my ticket that this is not only one-customer issue. Unfortunaltely Rnd’s judgmenet was based on Reference environment behavior with low amount of data:

doc_reference_object_tab = 22,415
document_view_access = 9980

It is a small percentage(~0,01%) of these:

Count DOCUMENT_ISSUE_ACCESS_TAB 157.306.245

Count Doc_issue_tab 14.295.463

This a real problem that RnD does not want accept real scenarios. Sometimes is better suppress problem that provide solution like. Eq.

​@knepiosko 

I hope we can agree that we could have handled that better and also be happy that we decided to produce a fix.

Access to real-world data is a challenge for us, and it’s not always easy to solve. We can fake data to some extent, and it sounds easy, but what tables will we fake? All of them? No, that would produce a database that no one can host (millions of records in all tables). And even with many records in a table, depending on the distribution of data related to indexes, we might not be able to find the same issues a customer does.

At the end of the day, we need a combination of different things to handle performance problems and, unfortunately, at some point and for some issues, the only way forward is having access to an environment with real customer data where we can trouble shoot. It can often be arranged but sometimes it's a very heavy process. It's then very helpful when you as a competent partner can do some trouble shooting for us, that happened in my case.

It's a bit harsh, and wrong, to say that R&D doesn't want to accept real scenarios. We do handle real-world scenarios every day in support. That attitude doesn't foster good communication, so I would ask that you refrain from using it here. We are not perfect but we try our best, and I hope we also improve over time.

@Mathias

Hi Mathias,
 

One of our customers recently upgraded from APP9 to APP10 UPD21 is also experiencing the same issue.

Could you please let us know when the fix will be delivered? Also, is there an IFS support case or a knowledge base (KB) article we can follow for updates on the fix?

We appreciate your support on this.

​@HashanD 

The fix, with bug ID 169758, should be available in Apps 10 UPD 27. Be warned though, we cannot promise that the fix fixes your problem since it might not have the same cause. The problem could be something else entirely.

Thank you Mathias for your response. I’ll check.