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Important Information on Using the Provide Feedback Utility to Help Oracle Collect EPM Cloud Diagnostic Information When Logging A Service Request

Tanya Heise
Sr Principal Technical Support Engineer

WHAT IS "PROVIDE FEEDBACK"?

The "Provide Feedback" utility helps Oracle collect diagnostic information to help troubleshoot an EPM Cloud issue. It is NOT intended to be used as a satisfaction survey or personal feedback. This is the ONLY access to logs that Oracle Support has to help you with your issue; therefore, it is critical that you provide as much information as possible. If key diagnostic information is missing from the service requests, this will prolong the amount of time to resolve the problem.

IMPORTANT: During the Service Request creation process, it is critical that you provide the Reference Number in response to the question:

"Before reporting a problem, Oracle recommends that you submit diagnostic information using the “Provide Feedback” feature.  If you have done so, please enter the Reference that was presented.  If you are not reporting a problem, please enter N/A below.” 

Example screenshot below:

 

For more information on Provide Feedback, check out the following knowledge article and videos:

NOTE: While the videos indicate that the Reference Number generated by the Provide Feedback utility should be put in the problem description of the Service Request, Oracle Support requires that the Reference Number be included when you are presented with this question during the SR Creation. (refer to screenshot above)

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Other Helpful References:

 

 

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