Troubleshooting actions
Purge Dehydration Store
If the Dehydration Storage has not been purged within a reasonable timeframe according to environment configuration, it is recommended to Purge the dehydration storage. This is done in Workflow Maintenance in the Adviser.
You can schedule the dehydration storage to be purged on a timed basis according to your requirements. The purge interval depends on your processing volume, so there is no set rule. In Adviser, there are graphs to show the instance growth to help determine the best suited interval.
Diagnostics Report
The PROCESSIT Diagnostics Report provides a 31-point health check of PROCESSIT’s vital signs, and can be extremely valuable to understand the symptoms of an issue related to the technical underpinnings of PROCESSIT, and can be instrumental to expedite issue resolution.
To determine the root cause of system downtime or other issues, or simply to get an overview of the status of your system, run the Diagnostics Report to analyse where the application might be encountering performance blocks.
The diagnostics report lists warnings and critical alerts according to preconfigured settings.
Diagnostic Report Warning Actions
wls.jvm.heapusage
If you encounter an issue with critical heap usage, immediately report it as an issue for further investigation.
wls.jdbc.leakedconnections
If you encounter an issue with critical heap usage, immediately report it as an issue for further investigation
workflow.staletask
Investigate how old the stale tasks are. Determine if you have installed the patch referenced in PROCESSIT Product bulletin 6. If you have not, installed the patch, do it. You can then purge the stale workflows from the Workflow Maintenance window. You can also attempt to restart failed workflows via the Recovery Console.
workflow.staleflow
Investigate how old the stale workflows are. Determine if you have installed the patch referenced in PROCESSIT Product bulletin 6. If you have not, installed the patch, do it. You can then purge the stale workflows from the Workflow Maintenance window. You can also attempt to restart failed workflows via the Recovery Console.
db.tablespaceused
If you receive a warning or critical, add additional datafiles to the tablespace, and/or alter your current tablsepace to use autoextend. Note that this require dba knowledge. Each datafile has a limitation of 32 GB, so if you are near that limit, you must add an additional datafile.
db.sessions | db.processes | db.transactions
If you are below the warning level for any of these, you must allow more connections to the database.
Connect to the PROCESSIT database as a dba with TOAD/SQLdeveloper or a similar tool and run this sql script:
alter system set processes=500 scope=spfile;
alter system set sessions=555 scope=spfile;
alter system set transactions=610 scope=spfile;
You must restart the database for the change to take effect.
ping
Look at the host name resolution order in /etc/nsswitch.conf to verify the host name resolution is file then dns.
If that sequence is already there, please report the issue for further investigation. This issue must be investigated in collaboration on the customer network.
Reporting an Issue
This section describes the necessary steps, answers, and materials required to most efficiently report incidents that have occurred within ReadSoft PROCESSIT when contacting ReadSoft 3rd Line Customer Support.
Please follow required steps listed in this document to improve communication and response time.
General case information
When reporting an issue, the information listed here must be attached. This is to ensure the best possible issue replication and solution process.
- PROCESSIT version.
- Oracle E-Business Suite version.
- Summary headline for the issue.
- Who submitted the case, including contact credentials.
- Which main functional area is affected?
- Severity to prioritize the issue – how important is this?
- Log files relating to the issue.
- Exportable PROCESSIT information, including version and configuration parameters.
- Screenshots of key screens showing interface occurrences related to the issue.
- Comprehensive description of the issue. See below for details.
Issue description
The issue description must include sufficient information for the support team to fully replicate and determine what causes the issue. Please carefully describe the steps required to replicate the issue, what occurred and what the intended outcome was. Use screenshots where appropriate.
- When did the problem begin to occur?
- What may have changed in your environment since you noticed the problem begin?
- Does it affect every invoice?
- Does it affect only invoice PO invoices?
- Does it affect a single or more user(s) and/or workstations?
- Can you reproduce the problem at will or did it only occur one time?
- Can the problem be reproduced in your test environment as well as in production?
- When was the last time you ran a dehydration storage purge?
- Where are invoices stopping in the flow?
- Which browser version(s) are you using?
- Can you replicate the issue in different browsers?
- Provide step-by-step instructions to reproduce the problem.
Severity levels explained
- Critical: Complete production stop - The project is in a stalled phase with high customer visibility and sensitivity. No progress can be made while this problem is outstanding.
- Serious: Serious effect on funcitonality - The problem impacts progress in the project, it is not possible to reach or approve the next project milestone with this problem remaining.
- Inconvenient: Material effect on functionality - A problem that is avoidable through additional steps and is not hindering project progress at this time, but where the workaround risks cannot be accepted long term.
- Minor: Some effect on functionality - A general question, minor issue, irritation or uncertainty that can probably be worked around or is likely not to negatively impact project timescales or solution acceptance.
Export PROCESSIT Information
PROCESSIT Adviser and Auditor allow you to gather workflow monitoring and information. Please make sure to investigate the areas available in these modules prior to reporting an issue. You should export and attach basic information to reported issues. If for some reason you can not access these modules via the user interface, the information is available in the application database.
Version history
In PROCESSIT Adviser, the version for each application component is listed. You can export a full version list.
- Navigate to Adviser.
- Select Version.
- Click Options and then Export to Excel.
Export Configuration Parameter Settings
You can export the full list of configuration parameters via the configuration manager.
- Navigate to Configuration Manager.
- Select Parameter Management.
- Make sure no values are entered in the Search box.
- Click Search to see all parameter settings.
- Click Options and then Export to Excel.
If you have database access, you can export the view D4_PARAMETERS_V to list the same information.
Auditor Invoice Trail
You can view and export invoice workflows. Locate the invoice via instance ID or invoice number in Auditor and click Report to export the workflow history to excel.
Log files
When investigating or reporting an issue, the process WebLogic log file is crucial to determining the root cause(s) of the issue. Please make sure to attach this to any issues found and reported.
The server log records information about events such as the startup and shutdown of servers, the deployment of new applications, or the failure of one or more subsystems. The messages include information about the time and date of the event as well as the ID of the user who initiated the event.
You can view and sort these server log messages to detect problems, track down the source of a fault, and track system performance.
To optimize the issue-resolving process, you must gather log files where log level has been set to DEBUG in Adviser prior to replicating the issue. Remember to reset the log level afterwards.
WebLogic Log Files
/home/oracle/logs/weblogic.log
For component level ground up installations, the server log file is located on the computer that hosts the server instance. Each server instance has its own server log file. By default, the server log file is located in the logs directory below the server instance root directory DOMAIN_NAME\servers\SERVER_NAME\logs\SERVER_NAME.log, where DOMAIN_NAME is the name of the directory in which you located the domain and SERVER_NAME is the name of the server.
Log on to the WebLogic Server as root and collect these files:
- [middleware.root]/user_projects/domains/d4/servers/AdminServer/logs/d4.log
- [middleware.root]/user_projects/domains/d4/servers/AdminServer/logs/AdminServer.log
- [middleware.root]/user_projects/domains/d4/servers/AdminServer/logs/access.log
[middleware.root] is the oracle middleware root directory.
Oracle SOA 10g Log Files
In the event that the issue is related to a BPEL process flow failure, please obtain an Oracle SOA log.
- On a Virtual Appliance Installation, you can locate it in a folder under the /home/oracle/logs/soa_logs directory.
- For component level ground up installations, the domain log files are located at SOA_Oracle_Home\bpel\domains\domain_name\logs
Log on to the SOA Suite Server as root or as the oracle-owner and collect these files:
- [as.root]/opmn/logs/default_group~[soa.instance_name]~default_group~1.log
- [as.root]/opmn/logs/default_group~home~default_group~1.log
- [as.root]/j2ee/home/log/[soa.instance_name]_default_group_1/oc4j/log.xml
- [as.root]/j2ee/home/log/home_default_group_1/oc4j/log.xml
[as.root] is the root directory of the OC4J application server.
Deliver case to ReadSoft Support
Once a properly framed case is officially turned over to 3rd Line Support, and contact information is provided to ensure direct communications between 3rd Line and the customer can now occur, it is expected that 1st Line and 2nd Line Support will only monitor the case communications in the RightNow system for the benefit of knowledge transfer and customer service.
At this point 3rd Line Support can communicate directly with the customer to resolve their issue and update the case in the RightNow system accordingly.
Check Oracle E-Business Suite Approval Settings
If you experience issues with approval, try checking the approval settings reused from Oracle E-Business Suite.
Checking document type
Purchasing → Setup → Organizations → Financial Options → Human Resources
Purchasing → Setup → Purchasing → Document Types
Check the document type set in D4.D4_PARAMETERS_V
Check job and positions
- Human Resources → People → Enter and Maintain
- Search for the affected employee and go to Assignments
- Check Job, Position and Supervisor
If Approval Hierarchies is enabled in finanacial options then Positions are used. Position hierarchy is determined in:
- Human Resources → Work Structures → Position → Hierarchy
- Search hierarchy found under Document Types.
- Search Position found in employee assignments. Drill up and down to determine position approval path.
Check Approval Groups
Check approval group associated with Job or Position and document type.
- Purchasing → Setup → Approvals → Approval Assignments → Search Job or Position
- Check Approval group(s) associated with document type. It may be more than one row.
- Check approval authority for approval group
- Purchasing → Setup → Approvals → Approval Groups
Client machine troubleshooting
Invoice image does not show
Ensure that the browser is set to display images.
Check the client host file entries. There should be a processit and soa entry. If PROCESSIT is used as the image repository, these values must be set correctly in order for the reference url to be constructed.
Tips and tricks
Browser Developer Tools
To determine browser behavior, you can use tools provided with browsers to investigate the issues you might encounter. For FireFox, you can use the add-on Firebug. Install it, right-click and investigate elements to access the toolset. Google Chrome has similar tools already available. Simply right-click and select to inspect an element to access the tools. In Internet Explorer, you can press F12. These tools are good ways for technical personnel to investigate browser behavior and rendered elements to determine the cause of for instace issues related to the user interface.