My Oracle Support Banner

Details Required when Logging an Oracle Utilities Mobile Workforce Management v2 (MWM) or Oracle Real-time Scheduler v2 (ORS) Service Request (Doc ID 1591184.1)

Last updated on JUNE 03, 2019

Applies to:

Oracle Utilities Mobile Workforce Management - Version 2.0 and later
Oracle Real-Time Scheduler - Version 2.1.0 and later
Information in this document applies to any platform.

Purpose

When reporting Service Requests (SRs) for any issues with Oracle Utilities Mobile Workforce Management v2 (MWM) or Oracle Real-Time Scheduler v2 (ORS), it is necessary to provide Customer Support with steps to recreate the issue, screen-shots, specific error messages and any other information relevant to the problem.  This detail is needed in conjunction with all applicable log files, configuration files or traces detailed below.

Collecting the logs from all MWM/ORS components is generally required to ensure an accurate and efficient investigation.  While some logs may not be required for certain problems, it's not always clear which logs can be omitted therefore, we recommend that all logs be gathered at the time of logging an SR to ensure they are available if needed.

For some types of issues, certain logs are more likely to contain the most important details for beginning an investigation.  To help prioritize the gathering and upload of these logs, the numbered items are listed in the order of highest to lowest priority.  We do still recommend gathering and providing all logs from all components at the time of the issue to ensure they are available if needed.  Failure to provide this information at the time of logging an SR greatly increases the time required for investigation and may limit our ability to resolve your issue.

Scope

 This bulletin is recommended for consideration by anyone logging a service request for MWM v2 or ORS v2.

Details

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Purpose
Scope
Details
 Important Notes For All Issues
 Notes For Specific Issues
 Installation Problems or Functional Problems with New Environments
 Systemwide Performance Problems
 Mobile Data Terminal (MDT) Crash or Major Functional Problem
 MDT / Server Communication Trouble (i.e. inconsistent mobile/server status, slow dispatch)
 CDI Map Issues, MapViewer Errors or Mapping Feature Problems
 Scheduler Process (SMAuto) Poor Performance or Crashing
 Schedule Quality Concerns or Schedule Optimization Behavior Queries.
 Failed/Slow Appointment Booking Requests (ABR) and Chooser Functionality / JMS Queues
 Reference - File Locations
References

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.