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

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


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Safe Harbor Statement


Program Agenda

Troubleshooting

Working with Support

Resources


Troubleshooting


Troubleshooting Understanding the Issue OTM Logs Research Resources


Troubleshooting

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

Understanding the Issue


Troubleshooting

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

OTM Logs

https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?type=DOCUMENT&id=562686.1



Troubleshooting OTM Logs


Troubleshooting

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: Planning Updating bulk plan result:<BulkPlanResult bulk Plan Gid EP.20130115-0001

OTM Logs


Troubleshooting

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

OTM Logs


Troubleshooting

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

Research Resources


Troubleshooting Research Resources Search example: When attempting to save the Shipment Equipment after

editing the shipment quantities, the following error is seen:


Troubleshooting Research Resources

Simple search on NullPointerException


Troubleshooting Research Resources

Using Advanced search and searching on first line of stack trace: glog.business.shipmentactual.StopModifier.applyShipmentStopMod


Troubleshooting

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

Research Resources

http://communities.oracle.com/


Troubleshooting Research Resources The Transportation Management Community is located under Oracle E-Business

Suite


Troubleshooting Research Resources Question and answer on a Community post


Working Effectively with Support


Working Effectively With Support Best Practices

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

Submitting a well formed Service Request Unable to locate a

solution? Submit a Service Request through My

Oracle Support



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!

How you can ensure your Service Request gets to the right Support Engineer



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

Service Request Routing



‘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

Monitoring Service Requests—Statuses to know


Working a Service Request Effectively

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

Improve results and expedite outcome


Escalation Process

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

Bringing Management Attention to a Service Request

http://www.oracle.com/support/contact.html


No value-add response in ‘x’ days—now what? – If you have submitted a Service Request and it does

not get any attention, first make sure there is an understanding between you and the Support Engineer of not only ‘what’ actions come next but also what the agreed upon/expected timeline is for the next response

– If the timeline passes with no response, first try and engage with the Support Engineer.

– Still no response? This is the time to initiate an escalation

Support Engineer won’t host or participate in a web conference at customers request

– Ask engineer to explain why they do not feel a web conference is necessary

– If you reach an impasse, this may be the time to initiate an escalation

Bounced from one Support Engineer/team to another Talk to the Support Engineer first, request a call to better

understand why the Service Request is being bounced and determine how collaboration can be improved

If you reach an impasse, this may be the time to initiate an escalation

Unable to log Severity 1 on a non-production environment prior to go-live (for a critical milestone)

Talk to engineer to explain criticality of issue as it relates to milestone

If you reach an impasse, this may be the time to initiate an escalation

Unable to get traction and progress your Service Request – If you have reached a point where you feel you are

simply going round in circles with the Support Engineer

– This is the time to initiate an escalation

Working Effectively With Support Best Practices Is it time to escalate?


Other Resources


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

http://www.oracle.com/technetwork/documentation/glog-101972.html

http://www.oracle.com/technetwork/documentation/glog-101972.html


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





Other Resources Information Center: Oracle Transportation Management (note 1405205.2)

– One stop shop to find information on many topics

https://support.oracle.com/epmos/faces/ui/km/DocumentDisplay.jspx?_afrLoop=162715878105226&id=1405205.2&_afrWindowMode=0&_adf.ctrl-state=xolu6bmdx_101

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

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