Changes to Service Request Logging - Guided Resolution Flows

Do you log MOS Service Requests (SRs) ?  If you do, then you may have noticed that there have been some changes to the SR logging process.  We have enabled Guided Resolution Flows for some products so that when you create an SR for a specific problem type you will see a short series of questions with multiple choice answers.  The idea is that with just a few questions and quick radio button answers, we will guide you through to a targeted solution.  If we can't diagnose a solution for you then we ask you to go ahead and log an SR and give you steps to provide information which we know will be useful for the SR.  Additionally by answering the questions, you will be giving us more information about your issue up-front which will help to speed up resolution.

The Guided Resolution is linked to the SR problem type that you select when you start the SR logging process.  Below is a listing of SR problem types that are currently linked to a Guided Resolution Flow - there will be more in the coming months.  We have created some MOS Community threads so that you can tell us about your experience with the new Guided Resolution Flows (and if there isn't an existing thread for the flow that you are interested in, feel free to start one).  Don't be shy, we want to hear what you think!

Product  SR Problem Type
 MOS Community Thread
ATG
Concurrent Processing



  Post processing (OPP) issues

  Performance issues

  Request processing issues

  Concurrent Manager issues

Workflow Mailer

  Workflow Mailer Outbound New Interactive Troubleshooting Flows for Oracle Workflow
  Workflow Mailer Inbound
  Workflow Mailer not running
CRM
Service Contracts

  Billing issues
Guided Resolution Now Available for Service Contracts Billing Issues
  Authoring issue: QA
Financials
Assets  Post Mass Additions issues
General Ledger  Journal Import and Journal Entry 
Payables







 Invoices: Prepayments Guided Resolution (Interactive Troubleshooting) Flows are available in Payables 
 Invoices: Reports, Performance, Upgrade
 Payments (Payables)
 Suppliers
 EBTax (Payables)
 Accounting: R12 Create Accounting, Period Close, Trial Balance and Transfer to GL
 Invoices: Matching issues
 Invoices: Cancel/Discard
Receivables

 Customer Standard form
 Transaction Workbench Appearing Soon - New Interactive Troubleshooting Flows For Transaction & Receipt Workbenches! 
 Receipts Workbench 
HRMS
HRMS (UK)



 Generic Payroll issues
 Pensions 
 HR Global Patch issues
 RTI Real Time Information
 Start of Year / End of Year
Time and Labor
 Approvals
 Retrievals
MFG
Cost Management  Cost of Goods Sold Recognition (COGS/DCOGS) issues
EAM  Preventive Maintenance issues
Purchasing
 Approvals / Notifications issues New Guided Resolutions for Oracle Purchasing
 Purchase Order issues

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