Thursday Dec 03, 2015

Time To Resolution Reduced!

In EBS Inventory Support, we offer many avenues to help you get quick solutions. One important avenue is the My Oracle Support (MOS) Knowledge Management database to help you search and quickly solve issues. Another avenue is to log a Service Request (SR). In order to help to reduce your SR time to resolution (TTR), we are proud to announce the release of new Problem Types for the Inventory Product.

Problem Types allow you to categorize your SR issue in order to direct it to the correct Support Team and Subject Matter Expert. We have expanded the Inventory Problem Types in areas like Inventory Transactions, in order to give you an ability to log a more detailed SR for an area like 'Transactions Setup'.

Along with the new Problem Types, we have also automated Inventory SR's in order to request important diagnostic information up front, in order to speed up the TTR. This will help you get your solutions faster.

Oracle Inventory Support offers many different paths to solutions for your issues. Don't forget all the quick easy solutions in the Logistics and Inventory Items (APC/PLM/PIM) Communities, or the searchable Knowledge Management documents in the MOS Knowledge base. And if you need to log a SR, the new Inventory Problem Types will help to better define your issue and reduce your SR TTR.

Monday Nov 17, 2014

New In Oracle Teleservice: Raise Service Request Against Any Installed Instance

When raising a new Service Request in Oracle Teleservice, it was only possible to specify an install base instance that was owned by the customer on the service request.  Now, a new profile option 'Service: Restrict Installed Base by Customer' has been added to allow all instances to be visible and selected within the service request.
  • If this profile is set to Yes: when a Customer party is entered, the Instance LOV will show the Installed Base Instances that have this customer party as either an owner or a related party.
  • If this profile is set to No: The instance LOV will show all active Installed Base instances.
  • The default value for the profile is 'Yes'.
This new functionality is available via the Service October 2014 RUP Patch 19625361:R12.CS.B.

We advise that this profile be used in conjuction with the profile option 'Service: Enable message when Customer Party and Incident Customer are different' so that the user is aware that the selected instance is not owned by the SR customer party.  For more details, see the Functional Impact Document for October 2014 in Functional Impact Document - 12.1.3 Consolidations - CS Cumulative Patches (Doc ID 1608427.1).

Friday Sep 05, 2014

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
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
Service Contracts

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

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

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

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

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.

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.

Friday Jan 04, 2013

EBS CRM Service Webcast: Automatic Owner Assignment For Service Requests and Tasks


January 29, 2013 at 10 am ET, 8 am MT, 7 am PT, 3:00 pm, GMT Time (London)

This one-hour session is recommended for technical and functional users who are interested in setting up and troubleshooting Automatic Owner assignment for service requests and tasks with Territories.

Topics will include:

  •     Territory Setup
  •     Profile Options setup
  •     Group/resources setup
  •     Troubleshooting
See Doc ID 1513426.1 for further details.

Click here to register for this event.

Friday Nov 02, 2012

ADVISOR WEBCAST: R12: How to debug Email Center Auto Service Request Creation Failures

November 6, 2012 at 11 am ET, 9 am MT, 8 am PT, 4 pm London

The primary function of this WebCast is to explain how to debug problems when auto-creating a Service Request from an Inbound Email into Email Center. We see a significant number of issues raised with Support in this area, as the only indication the auto-creation has failed, is the Email routing to the Supervisor Queue for manual processing.

Topics will include:

  • Understand Email Center and Auto SR creation process.
  •  Run the debug procedures.
  • Understand the output and check the reasons for SR Creation failure.
  • See the fixes for the most common issues faced.
  • See the results for successful SR creation.

REGISTER.jpgGo to Doc ID 1493122.1 to register.

Current Schedule and Archived Downloads can be found on Doc ID 740966.1.

Friday Jun 08, 2012

New! EBS CRM Service Request Templating Online

In an effort to improve the user experience changes have been made to Service Request (SR) creation process using My Oracle Support (MOS). This change is now online for several high-use CRM products. We aimed to streamline the process by reducing the number of questions, making subsequent questions conditional on previous responses, reducing lists of problem categories, and recommending key documents/evidence which should be supplied to help the Support engineer progress the issue. The process is now divided into three steps:

  • Problem - prompts for a summary of the issue, and what steps have to be performed to re-produce the issue
  • More Information - users will see the biggest change, as they select the ‘Problem Type’, which then presents a series of suggested attachments to upload
  • Severity/Contact - section records who to contact, by what means, and the degree of urgency for the issue.
  • The products included are:

    · 	Incentive Compensation
    ·   	Trade Management
    ·    	Site Hub
    ·  	Incentive Compensation Analytics for Oracle Data Integrator
    · 	TeleService
    ·    	Install Base
    ·  	Quoting
    ·    	Sales
    ·     	Field Service
    ·      	Service Contracts


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.

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