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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

OTM Self Help and Working

with Oracle Support
Elisabeth Plessis
Oracle Support Manager

Safe Harbor Statement

The following is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decision. The
development, release, and timing of any features
or functionality described for Oracles products
remains at the sole discretion of Oracle.
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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Program Agenda
Troubleshooting
Working with Support
Resources

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Understanding the Issue
OTM Logs
Research Resources

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Understanding the Issue
What are you trying to accomplish
Create a Multistop Shipment
What is the expected result
Plan 2 orders resulting in one Multistop (A-> B->C) using Service Provider

HB
What is happening
2 separate shipments are created
The wrong Service provider (CD) is selected for the multistop shipment

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
OTM Logs
How to setup logs
Note 562686.1 - How To Turn On/Off Logging Options in OTM and Log

Collection
What to turn on in the log
Note 387267.1 - What To Turn On In The Logs
BulkPlanMilestone logging is key in understanding the flow of planning

issues

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
OTM Logs

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
OTM Logs

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
OTM Logs
Can the test case be simplified to reduce the amount written to the log
Start with a basic set of debugging and add once area in the log is

narrowed
Make sure the entire process is captured
Bulk Plan example:

start: Planning Total 2 orders ready for bulk planning

end: PlanningUpdating bulk plan result:<BulkPlanResult bulk Plan Gid
EP.20130115-0001

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
OTM Logs
Review of the BulkPlanMilestone log for the Bulk Plan process
Samples of logs for Multistop scenario
Only one order is planned
2 shipments are created

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
My Oracle Support Knowledge Base
Do a concise search on Keywords
Remove long sequences of numbers or Environment specific information
Use the first code line of the Stack Trace and not necessarily the error

itself (e.g. dont search NullPointerException, but instead search for:

glog.business.shipmentactual.StopModifier.applyShipmentStopMod)
Use the The exact phrase option for full errors or phrases (this is in

Advanced Search)
Refine your search to the OTM product using the Product selection using

PowerView

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
Search example: When attempting to save the Shipment Equipment after
editing the shipment quantities, the following error is seen:

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
Simple search on NullPointerException

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
Using Advanced search and searching on first line of stack trace:
glog.business.shipmentactual.StopModifier.applyShipmentStopMod

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
My Oracle Support Community - Oracle and Industry Experts works

together

Access from Community Tab in My Oracle Support

Website: http://communities.oracle.com
Click on Create a Community Post make a posting for issue resolution or

information exchange with Oracle Support and/or Industry peers

View and Search other Community Discussions

News and Announcements on whats new
Set Subscriptions to focus only on desired Products

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
The Transportation Management Community is located under Oracle E-Business
Suite

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Troubleshooting
Research Resources
Question and answer on a Community post

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively with

Support

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively With Support Best Practices

Submitting a well formed Service Request
Unable to locate a
solution? Submit a Service
Request through My
Oracle Support

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Provide a comprehensive description of the issue

Ensure that the business impact is described in detail

Provide the details of the expected results and the actual results
along with logs file and screenshots of the data setup

Verify that the Severity Level is set appropriately and accurately

represents the business impact

Confirm that the listed Version is up to date and correct

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively With Support Best Practices

How you can ensure your Service Request gets to the right
Support Engineer
Include the right product designation and version
Ensure the problem statement is comprehensive and reflective

of the issue
FYI Service Requests submitted with a language request will

encounter an inevitable delay as your Service Request must first

be translated before being assigned
This is important, as submitting your Service Request with
incorrect or insufficient information will delay getting your
Service Request to the right engineer!

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively With Support Best Practices

Service Request Routing
Frontline/backline misconception (how do I skip the frontline?)
Engineer availability match with the best level of expertise
Timing of submission and geography for Service Request assignment
If you are experiencing day long turnovers due to geographical

incompatibility, request reassignment (via the HUB) to an engineer in a

closer geographical location to the customer
Risk is that you may be reassigned to an engineer who is not

necessarily the expert in that field

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively With Support Best Practices

Monitoring Service RequestsStatuses to know
CUSTOMER WORKING Usually means the Support Engineer either has

something for you to try, they need to collect additional information, or have
more questions for you
SOLUTION OFFERED The Support Engineer has identified the problem and

has provided you with a solution

AUTOMATICALLY CLOSED / CLOSE INITIATED Prevent your issues from

moving in this direction due to lack of action on your part

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working a Service Request Effectively

Improve results and expedite outcome
Request phone calls where appropriate
Request Collaborative Support sessions as appropriate

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(web conferences)
Test in the standard environment.
Monitor changes in SR status and severity
Communicate when a change in severity becomes necessary
Escalate concerns via the escalation process

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Escalation Process
Bringing Management Attention to a Service Request
Call Support:

www.oracle.com/support/contact.html
Accessibility and accountability from Support

Management
Escalation and severity are different processes
Severity increases and Sev1s are not escalations
Escalation is a focused, collaborative process
Escalations yield
Management Contact
Action Plan
Communication Plan
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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Working Effectively With Support Best Practices

Is it time to escalate?
No value-add response in x daysnow what?

If you have submitted a Service Request and it does

not get any attention, first make sure there is an
understanding between you and the Support Engineer
of not only what actions come next but also what the
agreed upon/expected timeline is for the next response

If the timeline passes with no response, first try and

engage with the Support Engineer.

Still no response? This is the time to initiate an

escalation

Support Engineer wont host or participate in a web

conference at customers request

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Ask engineer to explain why they do not feel a web

conference is necessary
If you reach an impasse, this may be the time to initiate
an escalation

Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Bounced from one Support Engineer/team to another

Talk to the Support Engineer first, request a call to better

understand why the Service Request is being bounced
and determine how collaboration can be improved

If you reach an impasse, this may be the time to initiate

an escalation

Unable to log Severity 1 on a non-production environment

prior to go-live (for a critical milestone)

Talk to engineer to explain criticality of issue as it relates

to milestone

If you reach an impasse, this may be the time to initiate

an escalation

Unable to get traction and progress your Service Request

If you have reached a point where you feel you are

simply going round in circles with the Support Engineer

This is the time to initiate an escalation

Other Resources

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Other Resources
OTM Documentation: http://www.oracle.com/technetwork/documentation/glog-

101972.html
On Line Help in OTM application assignment
Simply click the Help hyperlink (? symbol in older versions) from any

OTM page
With each version, the help has been improved and provide a lot of useful

information
Ability to provide quick feedback on help via email. When viewing the help

for a screen, at the bottom of each page is an email link

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Other Resources
Transfer of Information (TOIs)
Link can be found under note 796594.1 - Oracle Transportation

Management and Global Trade Management Version 6.x Documentation

and Training Resources
Performance Issues
Guidance for information required to troubleshoot Performance problems is

documented in note 887885.1 and note 1519887.1

Self Checks to be completed
Note:562688.1 OTM Performance Slowed - How to Check Enabled Logging
Note:471363.1 Updating Third Party Jar Files For Improved UI Performance
Note:467668.1 Gathering Database Statistics for Oracle Transportation Management

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Other Resources
Information Center: Oracle Transportation Management (note 1405205.2)
One stop shop to find information on many topics

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.

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Copyright 2012, Oracle and/or its affiliates. All rights reserved.