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Details Required When Logging a Cloud Service Oracle Utilities Mobile Workforce Management v2 (MWM) or Oracle Real-time Scheduler v2 (ORS) Service Request (Doc ID 2105311.1)

Last updated on DECEMBER 04, 2019

Applies to:

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

Purpose

**Disclaimer:** This KM article may include the following abbreviations:

MWM - Oracle Utilities Mobile Workforce Management

ORTS/ORS/ERTS - Oracle Real-Time Scheduler

SP - Service Pack

RAM - Random-access memory

RSI - Remote Scripting Invocation

MDT - Mobile Data Terminals

CDI - Contexts and Dependency Injection

When reporting Service Requests (SRs) for any issues with Oracle Utilities Mobile Workforce Management v2 Cloud Service (MWM) or Oracle Real-Time Scheduler v2 Cloud Service (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 before a comprehensive investigation can be performed.  Providing the details outlined in this document will greatly increase the speed of a resolution.

Scope

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

Details

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In this Document
Purpose
Scope
Details
 Important Notes For All Issues
 Notes For Specific Issues
 Systemwide or Localized Performance Problems
 CDI Map Issues, MapViewer Errors or Mapping Feature Problems
 Schedule Quality Concerns or Schedule Optimization Behavior Queries
 Failed/Slow Appointment Booking Requests (ABR) and Chooser Functionality
 Connected Mode Mobile Data Terminal (MDT) Crash or Major Functional Problem
 MDT / Server Communication Trouble (i.e. inconsistent mobile/server status, slow dispatch)
References

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