Performance of the system when increase in the service ticket volume in the system

[Navnit]

Dear Experts,

As per our business process/scenario our ticket volume might increase more than 200k in coming year, currently we already have 200k tickets created in the system.

Our business flow is after the quotation is WON for the one customer with one location, we have follow up activities (Includes SLA's) which have to be assigned to different teams for the customer this actions we are creating them as tickets in the system and then we are assigning them to the teams and the teams are working on it so that the SLA of the activity will also be tracked (Only tickets has the SLA concept in the system and no other object has such functionality in order to suffice our business requirement we choosed the option to create tickets rather than other objects in the system).

So as part of our business expansion our quotation for the customer will have various locations, and as per the existing design for each location as explained above we need to create all the follow-up tickets to complete the installation for each customer location. As per current design for one location 11-18 tickets are being created going forward if the customer has 10 locations system will be creating 10(locations)* 18(tickets) = 180 tickets against one quotation/opportunity as a follow-up documents. We have a question now with this, as there might be huge increase in the volume of ticket what might be the impact in the system and the performance effect on it.

We need your feedback on this concern.

Best Regards,
Navaneeth Kumar.D

[BenMcGuire]

I cannot comment if the number of follow up documents makes a difference to performance but I can comment that in our solution we are creating around 1.2-1.5million tickets per year without any performance issues.

[Juliuspereira]

Hi Navaneeth,

I agree with Ben's comment. We also have millions of transactions and have not noticed any performance impacts in the C4C application. While we have also not encountered performance issues in C4C transaction processing, the area where you will definitely notice performance issues is with C4C reporting, unless you really get specific with the selection criteria. There have been several occasions when the C4C reports will not run and throw errors asking us to report an incident. And when we do that, the first comment from support is that the volume of data is large.

On a side note, you might also want to consider archiving. SAP has rolled out archiving feature in the application a few releases back.

Julius

[Navnit]

Dear julius.pereira25,

Thanks for your feedback.
We will redesign our business flow to reduce the number of follow up tickets for each case and then go for it.

Thank you once again.

BR,
Navaneeth Kumar.D