Updated 6-Jun-25
In this post, we offer tips on how to prepare to log a Fusion application’s Support Request (SR). The objective is to give your SR a head start in its journey to resolution. Depending on the nature of the issue, the support analyst may request additional details and diagnostics before suggesting an action plan.
The guiding principle is that the more information you provide about your issue, the better. Avoid making assumptions about the support analyst’s knowledge of your implementation. When in doubt, offer more details rather than less.
Before You Start
Can you resolve your issue without logging a SR?
- “How to” questions: if you seek guidance about how to use the applications or where to find a feature, post your question on Customer Connect.
- My Oracle Cloud Support knowledge base. You may have encountered an issue whose solution is already documented. Search the knowledge base for support notes, forum posts, or documentation. Specify “Fusion” among your search terms to help narrow results.
If you still need to log a SR, consider the following suggestions.
Business Context
Detail the SR’s business context.
- Give the SR a clear and specific title. For example, “Create Invoice supplier search window does not display all suppliers.” “Report is wrong” or “Cannot login” are too generic.
- Which Fusion or downstream process manifests the issue? List any warnings or errors.
- What are you trying to achieve? For example, create a supplier invoice through the UI.
- What is the unexpected behavior? For example, the supplier search and select window does not display supplier “ABC Office Supplies.”
- What do you expect should happen? For example, the supplier should be displayed because site “Chicago” is assigned to business unit “US Homewares.”
- If you believe the issue relates to an existing SR, include the SR number and explain your reasoning.
Include any details about the configuration or process you believe could be relevant. Do not assume that the support analyst knows your implementation. Avoid using acronyms or company specific terminology.
Directing the SR to the Right Support Team
Oracle has procedures in place to analyze the information you have provided and transfer to SR to the right support team. Nevertheless, it helps if you can minimize the number of times that Support transfers your SR.
The Service field determines which support team performs the initial analysis. In the Which service is experiencing this issue? section, type part of the application name into the Service field. For example, if you type “Payables”, the list of values will open to display ”Oracle Fusion Payables Cloud Service”. If you are not sure of the application, type “Oracle Fusion” into the Service Type. The list of values will display all applications.
Steps to Reproduce
Provide the steps to reproduce the issue and upload supporting documentation to the SR.
In all cases, you should reproduce the issue after the most recent quarterly or monthly update. If possible, create or extract supporting documentation on the day that you log the SR rather than rely on outdated copies.
- Version: always provide the environment (e.g. EXXX – production) when you create the SR.
- User interface: the page’s URL and screenshots or video that illustrate the issue. Include ordered screenshots in a Word document with commentary as needed. Support may additionally request that you record the issue in a Har or Fiddler log file.
- Setups: if you believe that setups are related or help illustrate the issue, include screenshots for those as well. Explain why the setup justifies the expected results.
- Web service: provide an example of a payload that causes the issue and, if relevant, a similar payload that works as expected.
- Spreadsheet extract or upload including FBDI: upload a sample spreadsheet.
- Report output.
- Log files.
Make sure you clearly label and explain each uploaded document / recording in the body of the SR.
Do not be surprised if Support requests you to reproduce the issue more than once. As the analysis progresses, Support may need additional or more up to date diagnostics.
Key Questions
Answer the following questions whenever you can.
- Circumstances: when did you first encounter the issue? Is this the first time that you performed this action? Does the change in behaviour coincide with any changes. For example, an Oracle event such as a quarterly update or, perhaps, a change in the way you use the applications: setups, network configuration, etc?
- Reproducibility: does the reported issue happen every time you perform an action or only sometimes? Can you distinguish between the cases?
- Users: does the issue affect a single user, a group of users, or all users? If a single user, what is the username?
- Transactions: does the issue impact a single transaction, a set of transactions, or all of them? If few transactions are impacted, list their numbers / identifiers.
- Process: does the issue impact a single UI, process, or report; or all UIs, processes, and reports?
- Environments: is the behavior the same on other environments? For example, if the issue occurs in production, does the same occur in a stage POD? If the behavior differs, are the PODs on the same level?
- Browser: if the issue occurs in the user interface: does it impact all browsers that your enterprise uses? For example, if the issue occurs in Firefox, does it also occur in Edge and Chrome?
- Customizations: if the issue occurs in a BI Publisher report based on a standard report, does the same issue occur on the standard report? Similarly, if you have personalized a page, does the issue occur without the personalization enabled?
Criticality and Escalation
A SR’s severity is automatically derived based on your responses when logging it. In principle, it indicates its importance to your business. Please also describe the business and potentially, financial consequences of the issue. Always detail which business milestone is impacted. For example, user acceptance testing, go live, period close, the overnight processing window, etc.
To escalate a SR whose severity doesn’t reflect its importance or hasn’t received the attention it warrants, call your local support center and follow the appropriate phone prompts. Be prepared to discuss your specific, immediate need and any applicable business impact.
For more information, see How To Request Management Attention on a Service Request (SR) with Oracle Support Services (KB153927)
Support Contacts
Monitor the SR regularly. Ensure that contacts you have provided in the SR are available. This is especially important in the case of 24/7 severity 1 SRs.
Useful Links
Troubleshoot Issues chapter of the Using Common Features book
Using Fiddler to capture HTTP/HTTPS Network Protocol Trace (KB84884)
SRDC : Fusion Financials BI Report Performance Data Collection (KB66849)