otm 2013 c13_e-17a-plessis-elisabeth-otm-self-help
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OTM Self Help and Working with Oracle Support Elisabeth Plessis Oracle Support Manager
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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.
Safe Harbor Statement
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Program Agenda
Troubleshooting
Working with Support
Resources
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Troubleshooting
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Troubleshooting Understanding the Issue OTM Logs Research Resources
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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
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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
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Troubleshooting OTM Logs
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Troubleshooting OTM Logs
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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
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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
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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
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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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Troubleshooting Research Resources
Simple search on NullPointerException
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Troubleshooting Research Resources
Using Advanced search and searching on first line of stack trace: glog.business.shipmentactual.StopModifier.applyShipmentStopMod
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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
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Troubleshooting Research Resources The Transportation Management Community is located under Oracle E-Business
Suite
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Troubleshooting Research Resources Question and answer on a Community post
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Working Effectively with Support
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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
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Working Effectively With Support Best Practices
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
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Working Effectively With Support Best Practices
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
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Working Effectively With Support Best Practices
‘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
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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
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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
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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?
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Other Resources
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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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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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Other Resources Information Center: Oracle Transportation Management (note 1405205.2)
– One stop shop to find information on many topics
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