Escalation Process for Oracle Premier Support

Customer Quick Reference Guide

Escalation Process for Oracle Premier

Support

Oracle resolves problems according to the priority or severity

of an issue. The ability to assess the severity of an issue and

assign a rating that drives the appropriate response is the

cornerstone of the problem resolution process. Customers

should escalate an issue when they:

• encounter a critical roadblock or showstopper to

implementation or upgrade plans

• urgently need to communicate important business

issues to managers in Oracle Support

• are dissatisfied with the resolution or response to a

Service Request

Oracle Premier Support provides 24X7 support for missioncritical

issues. Anywhere or anytime, our support specialists

around the world are available to help resolve your critical

technical issues.

Escalating an issue brings a heightened level of awareness

to management and, when appropriate, more resources. It

does not automatically change the severity rating of an issue.

Therefore, clear communication is essential to bringing about

a successful and timely resolution. If the business impact has

changed, or was incorrectly set, customers should request a

change of severity rather than escalation of the Service

Request (SR). If heightened attention is required for a

product defect, customers should request a bug escalation

through the support engineer assigned to the Service

Request.

In situations where a heightened level of support for a

Service Request is essential, Oracle has designed a phased

escalation process. This process is the same regardless of

the Oracle product family.

Initiating an Escalation

• Step 1: Start the escalation process by updating the SR.

Provide a thorough explanation about why you are escalating.

Take a moment to complete the following template and enter

it in the SR:

****************Escalation Request **************

Reason for escalation, including business impact of the

problem that requires escalation

Business or implementation milestone, critical date(s)

(milestone date or resolve by date), along with the type of

business or implementation milestone

Name of the person requesting the escalation, contact

information: phone number, pager, email address

****************Escalation Request**************

• Step 2: Call the Oracle Premier Support number and select

the menu option for an existing SR. After entering your SR

number, follow the phone menu to the option to escalate your

SR. Inform the answering support engineer that you would

like to escalate your SR and speak with an escalation

manager.

• The engineer will page the appropriate escalation manager,

who will call you within approximately 30 minutes of the

request. (It is important that you telephone us to ensure that

an escalation manager is paged. Updating the SR via the

web alone does not guarantee that you will receive a call from

the escalation manager within approximately 30 minutes.)

• The manager will work with you to create an acceptable

action plan.

• The manager will document the conversation and the action

plan in the SR.

• The manager will follow up to ensure that the action plan is

followed or reset expectations if necessary.

• The escalation manager owns the escalation until the issue

is resolved or escalated to a higher management level. If a

customer is dissatisfied with the progress made by the

escalation manager, the SR can be escalated to a Senior

Director followed by the Oracle Support Vice President, if

necessary. As issues are escalated within Oracle’s support

management, a Director or VP from your company may be

asked to be available for the discussions.

Working Effectively with Support

Severity levels describe the impact a SR has on the

customer’s business and defines the resources to be

engaged by both parties, as well as the rules of engagement

for the resolution of the SR.

• Severity 1: Problem or product defect causes complete

loss of service, regardless of the customer environment,

and/or work cannot reasonably continue.

• Severity 2: Severe loss of service; no acceptable

workaround; however, operations can continue in a

restricted fashion.

• Severity 3: Minor loss of service; impact is an

inconvenience that may require a workaround to restore

functionality.

• Severity 4: No loss of service; minor error that does not

impede operations or an enhancement request.

Oracle Premier Support Phone Numbers

Oracle...…1.800.223.1711 CRM On Demand….1.866.853.8521

On Demand Service Desk ……1.800.376.9079

Link to all Support Phone #s:

http://www.oracle.com/support/contact.html

Useful Oracle Websites

My Oracle Support (MOS):

https://support.oracle.com/

Acquired Product Support:

http://www.oracle.com/us/support/supportintegration/

index.html

Additional Resources and Documentation

For complete definitions of severity levels, download

the PDF titled Oracle’s Technical Support Policies at:

http://www.oracle.com/support/policies.html.

Link to My Oracle Support (MOS) - Escalation Process Speed

Training: Doc id=603505.1

Important Profile Options in Oracle Purchasing:

Important Profile Options in Oracle Purchasing:

PO: AutoCreate GL Date Option

Indicates the date used on purchase orders generated by AutoCreate: The autocreate date is used as the purchase order date. The GL date on the requisition distribution is used as the

Purchase order date.

PO: Automatic Document Sourcing

Yes means that Purchasing automatically defaults source document and pricing information for an item from the most recently created blanket purchase agreement or quotation. No means that this source document information comes from the Approved Supplier List window, where you must specify which source documents to use. Note that if an item on a requisition is associated with both a blanket purchase agreement and a quotation, Purchasing uses the blanket purchase agreement even if the quotation was created more recently.

PO: Display the Autocreated Document

Yes or No indicates whether Purchasing opens the appropriate transaction window (Purchase

Orders window, RFQs window, or Sourcing negotiation page) and displays the created line(s) when you autocreate a document.

PO: Enable Sql Trace for Receiving Processor

Yes means that when you run the Receiving Transaction Processor to import data from another system using the Receiving Open Interface, the View Log screen displays the receiving transaction pre–processor’s actions, including errors, as it processed the receipt data from start to finish. (The profile option RCV: Processing Mode must also be set to Immediate or Batch for the Yes option to work.) Yes also generates a database trace file; if you need help with an error that occurs while the Receiving Transaction Processor runs, Oracle Support Services may ask you for this trace file.

This profile option should be set to Yes only while debugging the Receiving Open Interface or for generating a trace file.The Receiving Open Interface validates receipt transactions from other systems and uses the Receiving Transaction Processor to import the validated data into Purchasing.

PO: Release During ReqImport

Yes or No indicates whether Purchasing can automatically create releases during the

Requisition Import process.

PO: Restrict Requisition line modify to quantity split

Yes or No indicates whether Purchasing restricts requisition line modify in AutoCreate to only splitting the quantity of a line. No means that the standard AutoCreate requisition line modifies logic applies.

PO: Write Server Output to File

Yes or No indicates whether log details are written to a flat file rather than to the standard concurrent manager details log viewable through the View Log button in the Submit Request window when running the Purchasing Documents Open Interface program. Yes means log details are written to a flat file. No means log details are written to the concurrent manager log screen, which can cause overflow problems for large catalogs. Leaving this profile option blank means log details are not written at all, which improves performance.

RCV: Processing Mode

Indicates the processing mode used after you save your work for receiving transactions:

Batch

The transaction goes to the interface table, where it will be picked up the next time the Receiving Transaction Immediate

The Receiving Transaction Processor is called directly.

RCV: Allow routing override

Yes or No indicates whether the destination type assigned during requisition or purchase order entry can be overridden at receipt time.

RCV: Debug Mode

If set to Yes, and RCV: Processing Mode set to Immediate or Batch, debug messages will be printed to printed to the concurrent log file.

RCV: Default Include Closed PO Option

If it is set to yes, a search in the Enter Receipts window and the Receiving Transactions

Window automatically selects the Include Closed POs checkbox. Your search results will then include closed orders. The Receiving Open Interface (including ASN) will allow a receipt against orders with the status of Closed for Receiving if this profile is set to Yes. Any setting other than Yes prevents receiving against orders using the Receiving Open Interface with the status of Closed for Receiving.

XML report publisher concurrent program from backend.

XML report publisher

At times you might need to take the xml output of an existing program and apply an XML Publisher / BI Publisher Template to it. The standard use case is if the output is generated by pro*c code/ a spawned or host concurrent program. The XML Report Publisher concurrent program can help achieve this. The Report takes the Concurrent request id, template application id, template name, template locale, template type and output type as parameters. A sample piece of code is shown below. DECLARE   l_req_id NUMBER; BEGIN   fnd_global.apps_initialize(6087,                              20420,                              1,                              0);   l_req_id := fnd_request.submit_request('XDO',                                          'XDOREPPB',                                          NULL,                                          NULL,                                          FALSE,                                            FND_GLOBAL.CONC_REQUEST_ID,                                          1919318,                                          20003, -- Receivables                                          'XXGILGMDWOPICKLIST', -- Statement Generate                                          'en-US', -- English                                          'N',                                          'RTF',                                          'PDF');   dbms_output.put_line(l_req_id);      commit; END;

--
Best Regards,
Boge Prasanth kumar Reddy.

Enabling Audit Trail in Oracle Apps Release 12

Enabling Audit Trail in Oracle Apps Release 12

1. Setting the AuditTrail Profile Value: 2. Creating the Audit group: 3.Creating the Audit Columns for the Audit Table: 4. Enabling audit for APPS User. Similarly query the AR user and enable Audit for the AR user. 5. Running the AuditTrail Update Tables Request: 5. Changing the status of the account number XXXXX to Invalid on Receivables Customer page: 6. Query the audit table hz_cust_accounts_a. One can see the record in the audit table and the status field shows it as Inactive.

Note:This materail is copied from applikast.net

--
Best Regards,
Boge Prasanth kumar Reddy.

Following SQL query can be used to find out the exact version of the oracle applications you are currently working on.

Following SQL query can be used to find out the exact version of the oracle applications you are currently working on.

SELECT substr(a.application_short_name, 1, 5) code,

       substr(t.application_name, 1, 50) application_name,

       p.product_version version

  FROM fnd_application a,

       fnd_application_tl t,

       fnd_product_installations p

 WHERE a.application_id = p.application_id

   AND a.application_id = t.application_id

   AND t.language = USERENV('LANG')

--

Following query gives Operating Unit Information and corresponding Inventory Orgs related information as well.

Following query gives Operating Unit Information and corresponding Inventory Orgs related information as well.

SELECT hou.NAME operating_unit_name,

hou.short_code,

hou.organization_id operating_unit_id, 

hou.set_of_books_id,

hou.business_group_id,

ood.organization_name inventory_organization_name,

ood.organization_code Inv_organization_code,

ood.organization_id Inv_organization_id, 

ood.chart_of_accounts_id

FROM hr_operating_units hou, 

org_organization_definitions ood

WHERE 1 = 1 

AND hou.organization_id = ood.operating_unit

ORDER BY hou.organization_id ASC

--

Sample script to insert secondary price lists to the primary price list

Sample script to insert secondary price lists to the primary price list

Sample script to insert secondary price lists to the primary price list with

 mandatory columns to be populated in the following bulk loader interface tables:

 QP_INTERFACE_LIST_HEADERS

 QP_INTERFACE_QUALIFIERS

 This script assumes that both primary price list and the secondary price lists

 have been created already and exist. This script populates

 * QP_INTERFACE_LIST_HEADERS table with ORIG_SYS_HEADER_REF of the secondary price list.

 * QP_INTERFACE_QUALIFIERS table with primary price list Name in

      QUALIFIER_ATTR_VALUE_CODE. Alternatively populate primary price list header id in

      QUALIFIER_ATTRIBUTE_CODE.

/* Attach two secondary price lists to the Sample_BLK_PL price list.*/

/* Attach Secondary Price List 1 */

INSERT INTO QP_INTERFACE_LIST_HEADERS (

ORIG_SYS_HEADER_REF,

LIST_TYPE_CODE,

LAST_UPDATED_BY,

LAST_UPDATE_DATE,

INTERFACE_ACTION_CODE,

PROCESS_FLAG,

PROCESS_STATUS_FLAG,

REQUEST_ID,

PROCESS_ID

) VALUES (

'SAMPLE_HEADER11',        /* ORIG_SYS_HEADER_REF of the secondary price list to be attached.*/

'PRL',                    /* List Type Code */

1318,                     /* Last Updated By */

sysdate,                  /* Last Update Date */

'UPDATE',                 /* Interface Action Code. The possible values are INSERT/UPDATE/DELETE.*/

'Y',                      /* Process Flag */

'P',                      /* Process Status Flag */

NULL,                     /* Request Id */

999                       /* Process Id */

);

INSERT INTO QP_INTERFACE_QUALIFIERS (

ORIG_SYS_QUALIFIER_REF,

ORIG_SYS_HEADER_REF,

QUALIFIER_GROUPING_NO,

QUALIFIER_CONTEXT,

QUALIFIER_ATTRIBUTE_CODE,

QUALIFIER_ATTR_VALUE_CODE,

COMPARISON_OPERATOR_CODE,

QUALIFIER_PRECEDENCE,

INTERFACE_ACTION_CODE,

PROCESS_FLAG,

PROCESS_STATUS_FLAG,

PROCESS_ID

) VALUES (

'SAMPLE_QUAL11',          /* ORIG_SYS_QUALIFIER_REF */

'SAMPLE_HEADER11',        /* ORIG_SYS_HEADER_REF of the secondary price list.*/

-1,                       /* Qualifier Grouping No */

'MODLIST',                /* Qualifier Context */

'PRICE_LIST',             /* Qualifier Attribute Code */

'Sample_BLK_PL',          /* Qualifier Attribute Value Code. Primary Price List Name.*/

'=',                      /* Comparison Operator Code */

100,                      /* Qualifier Precedence */

'INSERT',                 /* Interface Action Code. The possible values are INSERT/UPDATE/DELETE.*/

'Y',                      /* Process Flag */

'P',                      /* Process Status Flag */

999                       /* Process Id */

);

/* Attach Secondary Price List 2.*/

INSERT INTO QP_INTERFACE_LIST_HEADERS (

ORIG_SYS_HEADER_REF,

LIST_TYPE_CODE,

LAST_UPDATED_BY,

LAST_UPDATE_DATE,

INTERFACE_ACTION_CODE,

PROCESS_FLAG,

PROCESS_STATUS_FLAG,

REQUEST_ID,

PROCESS_ID

) VALUES (

'SAMPLE_HEADER2012',        /* ORIG_SYS_HEADER_REF of the secondary price list.*/

'PRL',                    /* List Type Code */

1318,                     /* Last Updated By */

sysdate,                  /* Last Update Date */

'UPDATE',                 /* Interface Action Code. The possible values are INSERT/UPDATE/DELETE.*/

'Y',                      /* Process Flag */

'P',                      /* Process Status Flag */

NULL,                     /* Request Id */

999                       /* Process Id */

);

INSERT INTO QP_INTERFACE_QUALIFIERS (

ORIG_SYS_QUALIFIER_REF,

ORIG_SYS_HEADER_REF,

QUALIFIER_GROUPING_NO,

QUALIFIER_CONTEXT,

QUALIFIER_ATTRIBUTE_CODE,

QUALIFIER_ATTR_VALUE_CODE,

COMPARISON_OPERATOR_CODE,

QUALIFIER_PRECEDENCE,

INTERFACE_ACTION_CODE,

PROCESS_FLAG,

PROCESS_STATUS_FLAG,

PROCESS_ID

) VALUES (

'SAMPLE_QUALIFIER',          /* ORIG_SYS_QUALIFIER_REF */

'SAMPLE_HEADER2012',        /* ORIG_SYS_HEADER_REF of the secondary price list.*/

-1,                       /* Qualifier Grouping No */

'MODLIST',                /* Qualifier Context */

'PRICE_LIST',             /* Qualifier Attribute Code */

'Sample_BLK_PL',          /* Qualifier Attribute Value Code. Primary Price List Name.*/

'=',                      /* Comparison Operator Code */

100,                      /* Qualifier Precedence */

'INSERT',                 /* Interface Action Code. The possible values are INSERT/UPDATE/DELETE.*/

'Y',                      /* Process Flag */

'P',                      /* Process Status Flag */

999                       /* Process Id */                      

);

COMMIT;

EXIT;