This document discusses troubleshooting Oracle Transportation Management (OTM) issues. It covers understanding the problem, reviewing OTM logs, and researching support resources. Troubleshooting steps include simplifying test cases, reviewing log files, and searching the knowledge base. It also provides tips for working effectively with Oracle support, such as providing thorough service request details, monitoring request status, and escalation procedures.

1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

2. OTM Self Help and Working
with Oracle Support
Elisabeth Plessis
Oracle Support Manager

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.
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4. Program Agenda
 Troubleshooting
 Working with Support
 Resources
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5. Troubleshooting
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6. Troubleshooting
 Understanding the Issue
 OTM Logs
 Research Resources
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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 shipment
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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
issues
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9. Troubleshooting
OTM Logs
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10. Troubleshooting
OTM Logs
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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.20130115-0001
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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 created
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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
PowerView
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14. Troubleshooting
Research Resources
Search example: When attempting to save the Shipment Equipment after
editing the shipment quantities, the following error is seen:
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15. Troubleshooting
Research Resources
Simple search on NullPointerException
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16. Troubleshooting
Research Resources
Using Advanced search and searching on first line of stack trace:
glog.business.shipmentactual.StopModifier.applyShipmentStopMod
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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 Products
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18. Troubleshooting
Research Resources
The Transportation Management Community is located under Oracle E-Business
Suite
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19. Troubleshooting
Research Resources
Question and answer on a Community post
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20. Working Effectively with
Support
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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 correct
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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!
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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 field
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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 part
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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 process
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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 Plan
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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
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28. Other Resources
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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 link
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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 Management
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31. Other Resources
 Information Center: Oracle Transportation Management (note 1405205.2)
– One stop shop to find information on many topics
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