Otm 2013 c13_e-17a-plessis-elisabeth-otm-self-help

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Otm 2013 c13_e-17a-plessis-elisabeth-otm-self-help

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. OTM Self Help and Workingwith Oracle SupportElisabeth PlessisOracle Support Manager
  3. 3. Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. Program Agenda  Troubleshooting  Working with Support  Resources4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. Troubleshooting5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. Troubleshooting  Understanding the Issue  OTM Logs  Research Resources6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. Troubleshooting Understanding the Issue  What are you trying to accomplish – Create a Multistop Shipment  What is the expected result – Plan 2 orders resulting in one Multistop (A-> B->C) using Service Provider HB  What is happening – 2 separate shipments are created – The wrong Service provider (CD) is selected for the multistop shipment7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 8. Troubleshooting OTM Logs  How to setup logs – Note 562686.1 - How To Turn On/Off Logging Options in OTM and Log Collection  What to turn on in the log – Note 387267.1 - What To Turn On In The Logs – BulkPlanMilestone logging is key in understanding the flow of planning issues8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. Troubleshooting OTM Logs9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. Troubleshooting OTM Logs10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. Troubleshooting OTM Logs  Can the test case be simplified to reduce the amount written to the log  Start with a basic set of debugging and add once area in the log is narrowed  Make sure the entire process is captured – Bulk Plan example: start: Planning Total 2 orders ready for bulk planning end: PlanningUpdating bulk plan result:<BulkPlanResult bulk Plan Gid EP.20130115-000111 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. Troubleshooting OTM Logs  Review of the BulkPlanMilestone log for the Bulk Plan process  Samples of logs for Multistop scenario – Only one order is planned – 2 shipments are created12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. Troubleshooting Research Resources  My Oracle Support Knowledge Base – Do a concise search on Keywords – Remove long sequences of numbers or Environment specific information – Use the first “code” line of the Stack Trace and not necessarily the error itself (e.g. don’t search NullPointerException, but instead search for: glog.business.shipmentactual.StopModifier.applyShipmentStopMod) – Use the “The exact phrase” option for full errors or phrases (this is in “Advanced Search”) – Refine your search to the OTM product using the Product selection using PowerView13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. Troubleshooting Research Resources Search example: When attempting to save the Shipment Equipment after editing the shipment quantities, the following error is seen:14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. Troubleshooting Research Resources Simple search on NullPointerException15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. Troubleshooting Research ResourcesUsing Advanced search and searching on first line of stack trace:glog.business.shipmentactual.StopModifier.applyShipmentStopMod 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. Troubleshooting Research Resources  My Oracle Support Community - Oracle and Industry Experts works together – Access from “Community” Tab in My Oracle Support – Website: http://communities.oracle.com – Click on ‘Create a Community Post’ make a posting for issue resolution or information exchange with Oracle Support and/or Industry peers – View and Search other Community Discussions – News and Announcements on what’s new – Set “Subscriptions” to focus only on desired Products17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  18. 18. Troubleshooting Research ResourcesThe Transportation Management Community is located under Oracle E-BusinessSuite 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  19. 19. Troubleshooting Research Resources Question and answer on a Community post19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  20. 20. Working Effectively with Support20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  21. 21. Working Effectively With Support Best Practices Submitting a well formed Service Request Unable to locate a solution? Submit a Service Request through My Oracle Support  Provide a comprehensive description of the issue  Ensure that the business impact is described in detail  Provide the details of the expected results and the actual results along with logs file and screenshots of the data setup  Verify that the Severity Level is set appropriately and accurately represents the business impact  Confirm that the listed Version is up to date and correct21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  22. 22. Working Effectively With Support Best Practices How you can ensure your Service Request gets to the right Support Engineer  Include the right product designation and version  Ensure the problem statement is comprehensive and reflective of the issue  FYI – Service Requests submitted with a language request will encounter an inevitable delay as your Service Request must first be translated before being assigned This is important, as submitting your Service Request with incorrect or insufficient information will delay getting your Service Request to the right engineer!22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  23. 23. Working Effectively With Support Best Practices Service Request Routing  Frontline/backline misconception (“how do I skip the frontline?”)  Engineer availability match with the best level of expertise  Timing of submission and geography for Service Request assignment – If you are experiencing day long turnovers due to geographical incompatibility, request reassignment (via the HUB) to an engineer in a closer geographical location to the customer – Risk is that you may be reassigned to an engineer who is not necessarily the expert in that field23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  24. 24. Working Effectively With Support Best Practices Monitoring Service Requests—Statuses to know  ‘CUSTOMER WORKING’ Usually means the Support Engineer either has something for you to try, they need to collect additional information, or have more questions for you  ‘SOLUTION OFFERED’ The Support Engineer has identified the problem and has provided you with a solution  ‘AUTOMATICALLY CLOSED’ / ‘CLOSE INITIATED’ Prevent your issues from moving in this direction due to lack of action on your part24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  25. 25. Working a Service Request Effectively Improve results and expedite outcome  Request phone calls where appropriate  Request Collaborative Support sessions as appropriate (web conferences)  Test in the standard environment.  Monitor changes in SR status and severity  Communicate when a change in severity becomes necessary  Escalate concerns via the escalation process25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  26. 26. Escalation Process Bringing Management Attention to a Service Request  Call Support: www.oracle.com/support/contact.html  Accessibility and accountability from Support Management  Escalation and severity are different processes  Severity increases and Sev1s are not escalations  Escalation is a focused, collaborative process  Escalations yield – Management Contact – Action Plan – Communication Plan26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  27. 27. Working Effectively With Support Best Practices Is it time to escalate? No value-add response in ‘x’ days—now what?  Bounced from one Support Engineer/team to another – If you have submitted a Service Request and it does  Talk to the Support Engineer first, request a call to better not get any attention, first make sure there is an understand why the Service Request is being bounced understanding between you and the Support Engineer and determine how collaboration can be improved of not only ‘what’ actions come next but also what the  If you reach an impasse, this may be the time to initiate agreed upon/expected timeline is for the next response an escalation – If the timeline passes with no response, first try and  Unable to log Severity 1 on a non-production environment engage with the Support Engineer. prior to go-live (for a critical milestone) – Still no response? This is the time to initiate an escalation  Talk to engineer to explain criticality of issue as it relates to milestone Support Engineer won’t host or participate in a web conference at customers request  If you reach an impasse, this may be the time to initiate an escalation – Ask engineer to explain why they do not feel a web conference is necessary  Unable to get traction and progress your Service Request – If you reach an impasse, this may be the time to initiate – If you have reached a point where you feel you are an escalation simply going round in circles with the Support Engineer – This is the time to initiate an escalation 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  28. 28. Other Resources28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  29. 29. Other Resources  OTM Documentation: http://www.oracle.com/technetwork/documentation/glog- 101972.html  On Line Help in OTM application assignment – Simply click the “Help” hyperlink (“?” symbol in older versions) from any OTM page – With each version, the help has been improved and provide a lot of useful information – Ability to provide quick feedback on help via email. When viewing the help for a screen, at the bottom of each page is an email link29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  30. 30. Other Resources  Transfer of Information (TOIs) – Link can be found under note 796594.1 - Oracle Transportation Management and Global Trade Management Version 6.x Documentation and Training Resources  Performance Issues – Guidance for information required to troubleshoot Performance problems is documented in note 887885.1 and note 1519887.1 – Self Checks to be completed – Note:562688.1 OTM Performance Slowed - How to Check Enabled Logging – Note:471363.1 Updating Third Party Jar Files For Improved UI Performance – Note:467668.1 Gathering Database Statistics for Oracle Transportation Management30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  31. 31. Other Resources  Information Center: Oracle Transportation Management (note 1405205.2) – One stop shop to find information on many topics31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  32. 32. 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  33. 33. 33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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