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 laterOracle 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 |