Suggested information to gather for Oracle Email Center Service Requests with Oracle Support Center
(Doc ID 1493626.1)
Last updated on FEBRUARY 06, 2022
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.
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
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
|Can not open attachments.|
|Creating Service Requests Automatically.|
|Download processor going down.|
|Migration to R12.|
|Email Account Creation and Email Center Set-Up.|
|Interaction History issues with Email.||
Output from ih_report.sql script.
|Intent Processing Problems||Output GetThemes Script.|
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In this Document
|View Source Errors|
|Java Console Errors|
|DownLoad Processor Logs|
|Outbox Processor Logs|
|AutoProcessing Enhanced Logs|