Working Effectively with PeopleSoft             Support                    Steven Canter          Director, Global Service...
Agenda• Introduction• Being Prepared• Opening an SR• Managing the SR• Other Strategies• Q&A
AboutSmart ERP Solutions
Smart ERP Solutions Comprised of the best former developers, architects,  support, functional consultants and executives ...
About This Presentation• Based on my 10+ years experience as CIO  for a company running PeopleSoft FSCM• This content is N...
Common Complaints• My support analyst doesn’t understand the  problem• They won’t help me unless I replicate in Demo• It t...
Preparing for a Good    Experience
Being Prepared•   Be responsive and knowledgeable about your SR•   Know your version (Ctrl-J information)•   Know what bun...
Why OCM?•   Automatically collects information about your system    and uploads it to an Oracle repository•   Allows for p...
OCM Concerns•   Privacy issues (not really)•   Additional software to install/configure/maintain•   Removes ability to tel...
Other Items• Provide My Oracle Support access to the right  people• Use the correct Support Identifier• Make sure your con...
CreatingYour SR
When to Log an SR•   ALWAYS!!!•   Even if the issue is small and you have already    corrected it, you should take a few m...
Creating the SR• Use a good description Problem Summary• Be specific in your Problem Description• Differentiate between a ...
What Severity to Use•   Severity 1 – The entire system or a key subset is    down or there is significant data corruption ...
More on Severity• Being in test before go-live doesn’t preclude  Severity 1 or Severity 2 if you cannot go live  with the ...
Severity 1 issues• Always open the ticket via web so that you  can include screen shots, traces, etc.• If very urgent, imm...
Business Impact• Should always include Business Impact  information for Severity 1 and Severity 2  issues• Explain in busi...
Replicating the Issue• Replicate in Demo if you can.  Sometimes  easy, sometimes not. If not, then replicate in  your Test...
Online Trace Settings
AE Trace Settings
Other Traces• How to trace a COBOL program:  https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.js  px?_afrLoop...
Other Things to Include• Will you need a POC? (more on that later)• Describe the business impact that this is  having• Is ...
After Your SR is Open
Rule #1 – Be Responsive•   If you aren’t responding, your issue won’t be resolved•   If you wait days before responding to...
Requesting a POC• Proof of Concept is provided by Development  for a specific customer for a specific issue• POCs have NOT...
Changing Severity• Should be relatively rare• Generally one of the following should apply o The original severity was inco...
Escalations• Escalation is NOT a change in severity• Use Escalation when you are not getting the  level of support you nee...
How to Escalate•   DON’T do it over the web•   DON’T go through the automated response    system•   DO call the 800- numbe...
What Can Escalation Do?• Light a fire under your support analyst• Change/add support analysts for your SR• Bring in resour...
What To Do When         Escalating• Make sure you have the name and contact  information of the manager that you have  spo...
My SRs are Out of Control!•   This can happen if you either are implementing    a new module or working on an upgrade•   S...
To help protect your privacy, PowerPoint prevented this external picture from being automatically downloaded. To download ...
Any Questions?             Login: COLLABORATE13               Password: DenverCO
Working Effectively with PeopleSoft Support
Working Effectively with PeopleSoft Support
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Working Effectively with PeopleSoft Support

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Presentation from Smart ERP Solutions covering effective ways to work with Oracle's PeopleSoft support. Includes guidance on SR escalations and techniques to help expedite resolutions.

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Working Effectively with PeopleSoft Support

  1. 1. Working Effectively with PeopleSoft Support Steven Canter Director, Global Service Delivery Smart ERP Solutions Steve.C@SmartERP.com
  2. 2. Agenda• Introduction• Being Prepared• Opening an SR• Managing the SR• Other Strategies• Q&A
  3. 3. AboutSmart ERP Solutions
  4. 4. Smart ERP Solutions Comprised of the best former developers, architects, support, functional consultants and executives from PeopleSoft/Oracle Unique best practices and expertise in PeopleSoft strategic planning, implementation, upgrade and add-on / customization services Provide cost-effective, robust and repeatable add-on “Smart Solutions” for PeopleSoft applications as an alternative to customizations High Quality of Service at Every Level and Role: Executive Leadership, Project Management, Functional and Technical Expertise
  5. 5. About This Presentation• Based on my 10+ years experience as CIO for a company running PeopleSoft FSCM• This content is NOT officially sanctioned by Oracle• Adapt the recommendations here to fit the needs of your organization• Your mileage may vary
  6. 6. Common Complaints• My support analyst doesn’t understand the problem• They won’t help me unless I replicate in Demo• It takes them forever to respond• They say it’s “Working as Designed”• They won’t help me unless I’m current on maintenance/ bundles
  7. 7. Preparing for a Good Experience
  8. 8. Being Prepared• Be responsive and knowledgeable about your SR• Know your version (Ctrl-J information)• Know what bundles you have applied• Be aware if you have customizations that may impact you• Know your technical architecture• Consider using Oracle Configuration Manager
  9. 9. Why OCM?• Automatically collects information about your system and uploads it to an Oracle repository• Allows for proactive notifications on issues that impact your specific configuration• Allows Oracle Support to see details about your configuration that may assist with resolving your problems• Once installed, it is low overhead and fairly automatic
  10. 10. OCM Concerns• Privacy issues (not really)• Additional software to install/configure/maintain• Removes ability to tell “little white lies” to Oracle• If not using OCM, then you can still create and save a configuration in My Oracle Support to speed SR creation
  11. 11. Other Items• Provide My Oracle Support access to the right people• Use the correct Support Identifier• Make sure your contact information is correct• Know the phone numbers to call if needed - http://www.oracle.com/us/support/contact- 068555.html
  12. 12. CreatingYour SR
  13. 13. When to Log an SR• ALWAYS!!!• Even if the issue is small and you have already corrected it, you should take a few minutes to open an SR – Include your fix as an attachment and use Priority 3• Reporting a problem to Oracle now may save someone else a problem later on and vise versa• Saves you work on retrofit when patching or upgrading• Believe it or not, they really do want you to file SRs
  14. 14. Creating the SR• Use a good description Problem Summary• Be specific in your Problem Description• Differentiate between a Tools SR and Functional SR• Always a good idea to include attachments• Choose the correct Severity
  15. 15. What Severity to Use• Severity 1 – The entire system or a key subset is down or there is significant data corruption occurring.• Severity 2- Significant defect no acceptable workaround is available. Should be your default severity.• Severity 3 – Minor impact. Use if you have put in your own custom or can easily workaround. Don’t use if you want an Oracle fix.• Severity 4 – Enhancement or information request
  16. 16. More on Severity• Being in test before go-live doesn’t preclude Severity 1 or Severity 2 if you cannot go live with the defect• You can open at a lower severity now and then raise it later if the situation warrants• If Severity 1 or Severity 2, be prepared to defend your position (more on that later)
  17. 17. Severity 1 issues• Always open the ticket via web so that you can include screen shots, traces, etc.• If very urgent, immediately follow up with a phone call and provide the SR number• Be prepared to work 24/7 or provide reasonable responsiveness beyond normal working hours• Ensure that you have provided best contact information
  18. 18. Business Impact• Should always include Business Impact information for Severity 1 and Severity 2 issues• Explain in business terms (not in PeopleSoft lingo or in tech language) how this issue impacts the business or the users• Include metrics such as frequency, time to resolve, and financial impact
  19. 19. Replicating the Issue• Replicate in Demo if you can. Sometimes easy, sometimes not. If not, then replicate in your Test• Provide crystal clear replication steps – include screen shots of important setup parameters• If replicating in your own Test system, then also include a trace file• Include important configuration details
  20. 20. Online Trace Settings
  21. 21. AE Trace Settings
  22. 22. Other Traces• How to trace a COBOL program: https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.js px?_afrLoop=95594598618497&type=DOCUMENT&id=1092955.1 &displayIndex=3&_afrWindowMode=0&_adf.ctrl- state=15rsdemjrw_160• How to trace an SQR program: https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.js px?_afrLoop=95849690974880&type=DOCUMENT&id=1325869.1 &displayIndex=1&_afrWindowMode=0&_adf.ctrl- state=15rsdemjrw_181
  23. 23. Other Things to Include• Will you need a POC? (more on that later)• Describe the business impact that this is having• Is this issue consistent or intermittent – provide details• Did this just crop up?If so, then why now? (trying to implement new feature, configuration change, etc.)
  24. 24. After Your SR is Open
  25. 25. Rule #1 – Be Responsive• If you aren’t responding, your issue won’t be resolved• If you wait days before responding to a request for information, your SR will fall to the bottom of the analysts priority list• Lack of responsiveness will impact your ability to ask for escalation or to qualify for a POC (more later)• If you are delayed trying to get the necessary information, at least update the SR with that information
  26. 26. Requesting a POC• Proof of Concept is provided by Development for a specific customer for a specific issue• POCs have NOT gone through the normal QA process• Use when you cannot wait until the release of a bundle to receive the necessary fix• Must specifically request to receive a POC• Final fix that is released in a bundle may be different
  27. 27. Changing Severity• Should be relatively rare• Generally one of the following should apply o The original severity was incorrect o The problem is worse than originally thought o A crucial date is approaching• Request your analyst to increase severity if necessary
  28. 28. Escalations• Escalation is NOT a change in severity• Use Escalation when you are not getting the level of support you need on a specific SR o Support analyst is not getting back to you in a timely fashion o Support analyst is unable to understand/replicate your problem o SR has been sitting with Development for an excessive period of time o SR is noted as “Working as Designed” and you disagree
  29. 29. How to Escalate• DON’T do it over the web• DON’T go through the automated response system• DO call the 800- number and get to a live person• Give the person on the phone your SR number, say that you want to escalate the ticket and request a callback from a manager• You should get a callback within a few hours
  30. 30. What Can Escalation Do?• Light a fire under your support analyst• Change/add support analysts for your SR• Bring in resources from other areas (Dev or Strategy)• Act as a liaison with development• Make your SR an agenda item on regular internal status meetings
  31. 31. What To Do When Escalating• Make sure you have the name and contact information of the manager that you have spoken with• Identify an action plan for your SR (may be preliminary)• After the call, document the call as a note in your SR for visibility
  32. 32. My SRs are Out of Control!• This can happen if you either are implementing a new module or working on an upgrade• Separate your SRs by priority (high/medium/low)• Speak to a manager (follow Escalation process)• Ask for related SRs to be treated as a single unit of work• Ask for regular (weekly?) conference calls to review status of high priority issues
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  34. 34. Any Questions? Login: COLLABORATE13 Password: DenverCO

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