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Suggested information to gather for Oracle Email Center Service Requests with Oracle Support Center (Doc ID 1493626.1)

Last updated on JUNE 17, 2021

Applies to:

Oracle Email Center - Version 12.0 to 12.1.3 [Release 12.0 to 12.1]
Information in this document applies to any platform.

Goal

This note has been created to assist Customers prior to creating a Service Request with Oracle with the Email Center Product.

 

We realize that we in support can not make it manditory for Customers to check this note, and provide the information asked for in the note, at the time of creating SR. But we beleive that in certain cases the information in this one note, will be extremely helpful to Customer Sites.

 

The notes main aim, is to quickly provide Customers with details on how to gather information from site, as if a Service Request is clear as to the problem, we will be better placed to clarify the issue on site, and provide a solution in a reduced time frame. Also it is possible that once the underlying error has been found, that a solution may already be known to the problem, and a fix can be found in the existing iSupport documents.

Please note not all information is needed in all cases, please tailor the advide to your current problem situation.

The following table gives advise on the information to collect in certain circumstances, full details on how to collect are given below:

 

 

 
Problem Screen Shots View Source Java Console FND Logs SQL Tracing

Message Source .eml file

Thunderbird view on Message

Download Processor Logs Outbox Processor Logs

AutoProcessing Enhanced Logs

Adhoc SQl

Other

Existing Notes

Emails remain in the Inbox Folder and are not processed by Email Center.

Emails stuck in pre-processing queue.

                  select a.message_id, b.subject
from iem_rt_preproc_emails a, iem_ms_base_headers b
where a.message_id = b.message_id and b.subject like <SUBJECT>
order by message_id desc;
   
Error reported when trying to open an Email.                        
Error reported when trying to reply to an inbound email.                          
Error reported sending Email.                          

Emails move to Processed Folder, but are not visible in Email Center UI.

Emails not visible in email center.

                   

select a.message_id, b.subject
from iem_rt_preproc_emails a, iem_ms_base_headers b
where a.message_id = b.message_id and b.subject like <SUBJECT>
order by message_id desc;

 

and

 

select *
from iem_rt_proc_emails
where subject like <SUBJECT>;

   
Can not open attachments.                        
Creating Service Requests Automatically.                        
Download processor going down.                          
Auto-Acknowledgement issues.                      

Template used.

 
Classification problems.                          
Migration to R12.                          
Purging/Achiving.                          
Email Account Creation and Email Center Set-Up.                          
Interaction History issues with Email.                      

Output from ih_report.sql script.

SQL Script to trace the Interaction History of an Email in Email Center. (Help debug processing issues) (Doc ID 1053500.1)

 
Intent Processing Problems                     Output GetThemes Script.  

 

 

Solution

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In this Document
Goal
Solution
  Patching
 Screen Shots
 View Source Errors
 Java Console Errors
 FND logs
 SQL Tracing
 Form
  
 Message Source
 DownLoad Processor Logs
 Outbox Processor Logs
 AutoProcessing Enhanced Logs
 ih_report.sql
 Advisors
References

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