Announcing RapidSR for Oracle Payables: Automated Troubleshooting (AT)
By SamanthaF-Oracle on Jun 26, 2014
Customers are now able to create an accounting SR, upload the Master GDF diagnostic, and have the system automatically analyze the MGD output and update the SR with a solution summary. In most situations we anticipate this to be much faster than waiting for an engineer to pick up and process the SR. We call it RapidSR because it is FAST!
This first automation phase involves AP Accounting issues and covers the following impact areas:
- GL Transfer
- Accounting Failure
- Accounting Incorrect
- Period Close
- Trial Balance
A valid MGD output is required for automation to work and the requirements are:
- Minimum version required = 120.213 or above
- The diagnostic must be run in a single transaction mode.
Doc ID 1608498.1 - SRDC R12: Collect Validation Information for Data Related to Invoices, Payments, Accounting, Suppliers and EBTax provides the link to the latest version of the MGD.
How Do You Log An Automation SR?
Step 1) Simple, when logging your next SR for an Accounting problem, simply select the following problem type:
Accounting Issues and Reporting > Create Accounting Fails for Specific Invoice, Check or Vendor
Note: Sev1’s and OnDemand/Cloud SRs will not be automated even when choosing this option.
Step 2) The Automated Troubleshooting Instructions: Payables Data Corruption Screening (Doc ID 1672163.1) document will appear explaining in more detail what will happen.
Step 3) You have one question to answer - just tell us which impact area is causing you problems...
IMPORTANT: Click on the Note icon and carefully read the description for each impact area to properly select the closest match. The Impact Area is the primary driver that AT uses to help provide a solution.
Step 4) Choose severity and submit the SR.
What Happens Next?
Shortly afterwards you will receive a request to upload the MGD (if already uploaded then just ignore this step). You will be reminded several times to provide files but the system will wait for you to provide this.
Once the MGD is available our automated system will review it and paste your solution in the SR for you similar to the screenshot below:
How cool is that?
Be aware that if at any time you update the SR (except to upload the MGD file) before automation has completed, you will cause the SR to fall out of automation and be routed to an Accounting engineer. Please give the process time to work, around 30-60 minutes depending on how long the MGD output is, and we think you will be amazed at how quickly and efficiently you will have a solution available and documented in your SR.
What If Automation Cannot Provide A Solution?
If the automation engine cannot determine a solution for your issue because the MGD doesn't have any corruption signatures found or an invalid MGD file was uploaded, or if you have problems running the MGD and need assistance then the SR will drop out of automation and be routed to an engineer so you really have nothing to lose giving automation a try!
We are excited about this new feature, so if you have an Accounting SR to log, please start selecting the Create Accounting Fails for Specific Invoice, Check or Vendor option from under the Accounting Issues and Reporting menu and give it a try!
Please provide any feedback on this process direct on our community post on this topic.