Friday Jan 24, 2014

Functional Impact Documents For Monthly Service Cumulative Patches

The Core Service Development team provide monthly cumulative patches which contain fixes and new functionality.  Although the bugs fixed in each patch are always listed, it can be difficult to fully understand the functional impact of a bug fix and what associated setup is required.  Also, whenever a new cumulative patch is applied there has to be thorough testing and, without a clear understanding of what has changed, it's difficult to decide what business flows need to be re-tested.

In an effort to meet these testing requirements and make it easier to apply the monthly patches, the Development team will be providing an accompanying document which will describe the impacted flows, list testing recommendations and detail additional setup required for testing the bug fixes.  The first of these documents have been created for the December '13 (Patch 17738111:R12:CS:B) and January '14 (Patch 17855988:R12.CS.B) cumulative patches.  Take a look at Doc ID 1608427.1: Functional Impact Document - 12.1.3 Consolidations to access the documents.  We recommend you bookmark the Doc ID as new documents will be added when new cumulative patches are released.

Wednesday Jan 15, 2014

11i to R12 Upgrade Issues and Solutions for Oracle Payments

Many customers have already gone through the upgrade process from EBS R11i to R12 and during that process a number of common issues have been identifed in data migration in Oracle Payments.  If you are planning to upgrade (which we recommend!), then you can learn from the experience of those who've gone before and avoid the same problems.  Known issues have been gathered in one document: EBS 11i to R12 : Upgrade Issues and Solutions for Oracle Payments (Doc ID 1466998.1).  The purpose of the document is to describe the known issues during/post migration of data from EBS 11i to R12 in Oracle Payments. These known issues can be resolved either by applying the required Pre-install patches before the migration to R12 or by applying supplied Data Fixes post-upgrade to R12.

Tuesday Jan 14, 2014

Setting Up Collection Territory Assignments in EBS CRM R12

A crucial part of setting up Oracle Sales is the set up and use of territories.  In the Oracle Telesales Implementation Guide, the steps to create territories exist for a number of territory types, including postal code, area code, and company size.  Recently a new MOS note was created that shows users how to set up territories based on Customer, Account and Bill-To Levels. This note also has some helpful troubleshooting techniques, once the territories are set up, at the end of the note.  Take a look a Doc ID 1606625.1, this is a great note that goes step by step to show how to set up territories.  It includes screen shots and troubleshooting scripts to help with the process.

Friday Jan 10, 2014

Troubleshooting Asset Tracking Pending Transactions

If you use Oracle Asset Tracking then you'll know that sometimes transactions can get stuck in Pending status.  Why does that happen?   When Oracle Asset Tracking creates a transaction that has a financial, asset-related impact, the transaction is stored in transactional table with an Oracle Install Base status of 'Pending'.  Later, concurrent programs read the transaction log and process all the transactions in sequence; each transaction goes through a number of processes.  If any of these processes fail, then the transaction status remains at the Pending stage.

A new comprehensive troubleshooting note has been written to help you identify root pending transactions, process pending transactions and check your installation.  Take a look at 'Guidelines For Processing Pending Transactions in Oracle Asset Tracking' (Doc ID 1608224.1) for all the details.

If you have any comments on this note, maybe you have improvement suggestions or have some issue when trying out the suggested steps, remember that you can post your questions or comments to the My Oracle Support Install Base community.

Tuesday Jan 07, 2014

Teleservice Timezone Functionality (R12.2.2)

The Teleservice application uses a number of different timezones identifiers to accommodate implementations which span multiple timezones: 
  • Contact Time Zone
  • Incident Time Zone
  • Agent Time Zone
  • Server Time Zone
  • Customer Time Zone
These timezones are used to display dates related to a Teleservice Service Request, e.g. Incident Respond By, Reported Date, Created On etc. 

There can be confusion around how the different timezones are used and how the timezone conversion works.  A new comprehensive note has been written to explain exactly how each timezone is used for the Service Request fields and how the conversion process works in R12.2.2.  Take a look at Doc ID 1595547.1: R12.2.2 TeleService - Time Zone Functionality for details.

Still have questions?  Post your questions to the MOS Service Community.

Monday Dec 30, 2013

CRM Product Family Webcasts - January 2014


The EBS CRM Product group are happy to announce three webcast for January 2014.

Webcast: Oracle EBS Channel Revenue Management / Trade Management: Product Overview

Date: January 8, 2014 at 1:00 pm EST, 10:00 am PST, 6:00 pm GMT, 11:30 pm, IST

This one hour session is an overview of the Channel Revenue Management Suite (formerly known as Trade Management ) which Includes Channel Rebates and Point of Sale Management, Accounts Receivable Deductions Settlement, Supplier Ship and Debit and Distributor Price Protection Modules. This session will highlight the integrations with Oracle EBS Products like Order Management, Pricing, General Ledger, AR and AP and will be followed with additional sessions detailing each of the product module capabilities.


Details & Registration : Doc ID 1607801.1.

Webcast: Overview of Lease Management

Date: January 9, 2014 at 10:00 am EST, 7:00 am PST, 3:00 pm GMT, 8:30 pm IST

This Webcasts presents an introduction to the Concepts of the leasing business with a functionality overview of Oracle Lease and Finance Management and how the module  supports leasing business requirements.


Details & Registration : Doc ID 1606686.1.

Webcast: Configure a Compensation Plan and Calculating Commission

Date: January 24, 2014 at 6:30 am EST, 3:30 am PST, 11:30 am, GMT , 5:00 pm IST

This one-hour session is recommended for technical and functional users who are using / implementing Oracle Incentive Compensation. The session will cover the components/sub components of a compensation plan, how to create a plan and understand how the calculation engine evaluates the commission for the plan.


Details & Registration : Doc ID 1606683.1.

Remember that you can access a full listing of all future webcasts as well as replays from Doc ID 740966.1.

Monday Dec 23, 2013

Service Contracts Online Renewals Explained

Service Contracts has a number of different options for contract renewal.  The Online Renewal type can be used for automatic renewal of a contract when customer agreement is required.  When this approval type is chosen, the application sends an email notification to the customer requesting them to review the contract renewal details via a URL link to the Customer Acceptance Portal. 

From the portal customers can review the renewal and have three options to select to continue:

  • accept
  • request assistance
  • decline.
The setup steps to for Online Renewal are:
  1. Global Defaults setup
  2. Setting up Quote to customer template and profiles
  3. Contract setup
  4. Running the flow.

The required setups are explained in detail in a new document: Doc ID 1602944.1: Service Contracts Online Renewal Setup Flow.

Monday Dec 16, 2013

Guidelines For Applying Install Base and Asset Tracking Patches

If you use Oracle Install Base or Asset Tracking modules in your EBS implementation then Doc ID 1604288.1: Guidelines For Applying A Patch In Install Base (CSI) And Asset Tracking (CSE) Modules is a must-read.

The purpose of the document is to list all mandatory and optional steps required whenever an Install Base (CSI) or Asset Tracking (CSE) patch is applied on an environment.  Following the steps given you will help you to avoid some of the common errors and problems that are typically reported after applying a CSI/CSE patch.
For example:
  1) Database objects (especially Package Bodies) become invalid, resulting in transactions not properly interfaced in Install Base.
  2) Code fixes introduced by a given patch are not used by user browser session, resulting in reporting that issue is not fixed even after applying the given patch.

Take a look at Doc ID 1604288.1 now and bookmark it ready for the next time you have to apply a CSI/CSE patch.

Thursday Dec 12, 2013

Announcing EBS Service & Depot Repair CAB Meeting 2014

The  E-Business Suite Service and Depot Repair Product Management Team are pleased to announce the next Service and Depot Repair Customer Advisory Board meeting will be held in March 2014.

Date:        Tuesday, March 25 through Friday, March 28
Time:        8:30am to 5:30pm PDT (8:30am to 1pm Friday)
Location:  Oracle Headquarters, Redwood Shores, California

If you would like to join us for the CAB please let us know by contacting us:

Sanjeev Sahni, Director, Service Product Management,
Lee Sacco, Sr. Director, Depot Repair Product Management

If you are planning to attend, please also let us know what topics are of greatest interest and benefit to you so we can craft an agenda that best suits our attendees.

As with past CAB meetings, we'll cover a number of different Service family products during the course of the week and can also invite representatives from non-Service family products that are of interest.

We're hoping to see you in Redwood Shores in March!

Tuesday Dec 10, 2013

EBS Business Process Advisor: Service Request to Resolution

To help users and implementers understand the flow between different EBS Family product modules in the Service Request to Resolution business flow we have published a new type of note: 'Service Request Creation to Resolution' E-Business Suite Business Process Advisor (Doc ID 1589750.2).  This note contains:

  1. Business Flow Details: details of the modules used within the flow together with a demonstration script and example setup with an explanatory video.
  2. Hotspots:  highlights areas of the business flow where data and control passes between different products, or where the underlying logic requires further explanation or clarification.
  3. Related Flows: over time the aim is to extend the library of EBS Business Process Advisor documents to cover multiple business flows.  This tab will act as a link between these by indicating directly and indirectly related business flows documents.

What are Business Process Advisor Documents?

Oracle E-Business Suite (EBS) is released as a collection of separate modules with supporting material, such as Implementation and User Guides.  These tend to focus on the setup and use of an individual module without detailing how that module interacts with other related modules.  A typical implementation will include multiple modules which together provide a business flow, so there is a need to know how these modules function together.  The EBS Business Process Advisor documents assist in the modeling of specific business flows by describing the flow from a product and process perspective.

Who are they aimed at?

These notes are aimed at users and implementers to help with the understanding of the end-to-end business flow.

How you can help

Are there particular business flows that you are interested in seeing covered in an EBS Business Process Advisor document?  What do you find useful about the Business Process Advisor content and format?  Let us know by leaving a comment here, or you can mail us.

Wednesday Dec 04, 2013

How to do Replacement for an Unrepairable Item in Depot Repair

In Depot Repair one real-life scenario is that an item that is returned for repair turns out to be unrepairable.  This often causes headaches in modelling the transactions in the Depot Repair application, because originally the item was transacted back with the expectation that it would be returned to the customer.

Take a look at Doc ID 1599209.1 which has step by step instructions on what to do in Depot Repair to ensure that your system transactions match the real-life scenario.  Watch that headache go away! 

Wednesday Nov 27, 2013

CRM Product Family Latest Patch Information

See the table below for latest patching information for CRM family products. 

Product Details
Lease and Finance Management Patch 17624521:R12.OKL.B - OLFM : 1213 RUP3 DELTA 16 Doc ID 1597291.1
R12.1: Payments Recommended Patch Collection (IBY RPC), Sep 2013
Doc ID 1481221.1
Sales & Marketing, Channel Revenue Management,Quoting, Order Capture and iStore
Recommended and Latest Patch Listings for Sales & Marketing, Channel Revenue Management,Quoting, Order Capture and iStore
Doc ID 1596130.2

You'll notice that the link for the Sales and Marketing product family points at a new information center note where you can find listings of all the latest patches that are released for these products.  These are dynamic listings of the patches and are updated every night, so you can be sure you can see the latest available information.

Monday Nov 25, 2013

Mobile Field Service: Store and Forward Training

Back in July we told you about the new multi-platform functionality available for Mobile Field Service Store and Forward Multiple Platforms.  This solution allows field service technicians to remotely access customer, product, service request and task related information on mobile devices.  Technicians can continue to update their tasks, capture materials, time, expense details, access inventory levels, return, transfer and request parts, regardless of the internet connectivity and synchronize when they are online.

The details of implementing and using the MFS Multiple Platforms application are explained in Doc ID 1564644.1 but now there is also available a recorded presentation available : R12.1.3+ TOI: Implement and Use Mobile Field Service - Multi Platform Applications

The presentation covers:

  • General overview
  • Technology overview
  • Feature overview
  • Implementation tips
  • Troubleshooting tips
  • Upgrade path.

Tune in and hear the details of what's new and changed, direct from Development. 

Thursday Nov 21, 2013

Optimizing Calculation Performance in Oracle Incentive Compensation

If you use Oracle Incentive Compensation (OIC), then new Doc ID 1600221.1- Guidelines to Optimize Calculation Performance via Oracle Incentive Compensation Settings is recommended reading.

In an effort to parallelize calculation, a single calculation concurrent request can spawn thousands of calculation subprocesses. By understanding how OIC spawns calculation, implementers can better understand how to optimize the 3 core OIC settings that drive performance in the calculation process. There are non-OIC factors, like DB tuning that drive OIC Calculation performance, but these are not the focus of the document which is focused on an understanding of the 3 core OIC settings:
  • Transaction Batch Size
  • Salesrep Batch Size
  • Number of Concurrent Managers Workers
Read more in Doc ID 1600221.1 which contains explanations of these settings and guidelines on how to set them.

Monday Nov 18, 2013

Troubleshooting CRM Integration Points

A topic that consistently comes up in CRM product family Service Requests and in MOS Communities is that of integration points between products, either between products within the CRM product family or between a CRM and an ERP product.  Often there is confusion about how that integration point should work and what to do when it doesn't!

To try and address the types of problems and queries that arise, we have been producing Integration Troubleshooting articles which address a number of different integration hotspots:
  • Integration Troubleshooting: Install Base to Service Contracts (Doc ID 1451488.2)
  • Integration Troubleshooting: Order Management to Service Contracts (Doc ID 1455545.2).
  • Integration Troubleshooting : Charges (Core Service to Order Management) (Doc ID 1589712.2)
  • Integration Troubleshooting : Charges to Installed Base (Doc ID 1443462.2)
  • Integration Troubleshooting : Charges (Core Service) to Order Management (Doc ID 1446616.2)
  • Integration Troubleshooting : Territories to Core Service (Doc ID 1519495.2
  • Integration Troubleshooting : Email Center to Core Service (Automatic SR Creation) (Doc ID 1495860.2).

The notes present information on:

  • details of the integration point, with the applications navigation
  • setup considerations
  • integration flow explanation and troubleshooting.

Integration troubleshooting note example

Let us know if you like these notes and find them useful by rating the documents using the 'Rate this Document' link Rate this document iconon the top right of every KM document, or you can mail us directly on and let us know what you want to see.


Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

Stay Connected



« April 2014