Elire News

Category: Industry Knowledge

Success Delivered: Stifel UK Global Payments Implementation

July 30th, 2019

Success Delivered: Stifel UK Global Payments Implementation

Elire has partnered with Stifel, Nicolaus & Company, a full-service brokerage and investment banking firm established in 1890, to complete a global electronic payments implementation. Elire initially implemented global ISO 20022 formatted payments for Oracle Cash Management that included ACH, BACS, Wire, and SEPA.

The initial project scope included integrating Stifel with BOFA globally to process bank reporting and electronic payments formats. As the project began, Elire ran into many challenges. All existing supplier setup, base configuration, workflow and reports weren’t built during the original implementation in such a way to support the electronic payments. 

The Elire team remapped their existing suppliers to better utilize the supplier/sites relationship converting this process to a global Stifel initiative, established tailored payment approval workflows, built a series of validation reports to confirm supplier setup, updated bank configuration, built audit reports, and reconfigured the base AP configuration.

This project served as a pilot project for Stifel to establish KPI’s and other value propositions for implementing global electronic payments in Oracle Cloud in other markets and geographies. The implementation has aligned Stifel with industry best practices of remitting electronic payments, saving time and money by no longer manually producing and reconciling payments out of multiple bank portals and other systems. Elire’s process of building an electronic payments project roadmap and implementation path furthered the client relationship with Stifel and encouraged collaboration on future projects. 

For more information on Elire’s Cloud Treasury Services, visit here

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13 Key Features of PeopleSoft HCM PUM Image 31

July 23rd, 2019

13 Key Features of PeopleSoft HCM PUM Image 31

Oracle’s PeopleSoft HCM Suite has recently released Image 31. Below we’ll explore these recent enhancements and new functionality, which encompasses 13 useful features:

  1. Absence Management Chat Bot: Using the absence assistance tile, employees can access the Absence Management Chat Bot to perform simple transactions related to absences. 
  2. Employee Self-Termination: Through employee self-service, employees are able to initiate their own resignation or retirement.
  3. HR Business Partners: This tool allows HR managers to track and show HR managers for employees and perform tasks such as salary raises.
  4. Development Documents for Employee Snapshot: Available on the summary and performance review dashboards. Administrators can configure the display to show chosen development documents. 
  5. Fluid Extended Absences Self-Service: A tool which allows employees to create and maintain extended absence requests using fluid. Employees can also review approved extended absence requests.  
  6. Activity Guide Composer Multi User Guide: Allows users to create templates that allow multiple users to complete different steps in a process. 
  7. Enhanced Security for Profile Management: Adds additional security options when setting up the profile type content sections. You can now use PeopleTools roles to allow certain employees certain capabilities. 
  8. Compensation Cycle for Variable Compensation: This enhancement complements the existing functionality that allows the creation of cycles for merit plans only, or merit and variable compensation plans. 
  9. Leave and Compensation Balance: Includes a new tile for leave and compensation time for increased visibility. 
  10. ePerformance Auto-Transfer Document Enhancements: Has added enhancements to the auto-transfer feature which transfers in-progress documents automatically when managers are terminated.
  11. Acknowledgment Framework in Candidate Gateway: You can configure an acknowledgment for candidates after they register. This provides more flexibility within the original consent agreement including audit trails.
  12. Fluid Reported Time Audit: Administrators can easily access employees reported time audit with the newly introduced time and labor tile for easy access. 
  13. Drop Zones for HCM: PeopleSoft HCM continues to expand the footprint of drop zones in its applications. This enables you to add text, links, and other field to pages without impacting future upgrades.

For further information, check out the the above video for step-by-step demonstrations of every one of these 13 features. Need help with PUM image updates? Check out Elire’s Continuous Delivery Services!

 
 
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PeopleSoft FSCM PUM 31 GASB Updates

April 12th, 2019

PeopleSoft FSCM PUM 31 GASB Updates

Recently, PeopleSoft PUM FSCM Image 31 became available and includes functionality to ensure Government Accounting Standards Board (GASB) compliance as it relates to Lease Accounting.

The GASB issued statement number 87 (GASB 87), is a new accounting standard for lease accounting. The new standard is effective in 2020. GASB 87 is similar to previously released guidance from FASB and IASB with some differences. A key requirement under GASB is to capitalize leases as assets and liabilities on the balance sheet. The operating lease classification no longer exists under GASB. This is similar to guidance under IASB. However, GASB does classify certain leases as ‘Financed Purchases’ which is different from IASB or FASB.

When the business unit reports under GASB, the system classifies assets in the business unit as finance and disregards the criteria for classification of leases used by FASB.  This can be completed by enabling the GASB 87 features using the same installation options used for IASB and FASB.

In addition, GASB 87 requires organizations to classify certain leases as a ‘Financed Purchase.’ The initial measurement of the lease liability and the asset is the same for a financed purchase. The difference is the liability account used for a financed purchase. The liability should be reported using the ‘Financed Purchase’ account rather than the ‘Lease Liability’ account.

The GASB identifies a financed purchase as a lease that:

  • Transfers ownership of the underlying asset to the lessee by the end of the contract and the lease cannot contain termination options.
  • The lease may contain a fiscal funding or cancellation clause as long as it is not reasonably certain of being exercised.

The GASB views this lease as a financed purchase rather than a lease liability, because the lessee is expecting take ownership of the leased asset.

Accounting for financed purchases requires changes to transaction code configuration, the transaction code selected on the asset, and the accounting entry templates.  This is completed by creating a new transaction code for Financed Purchases (FP – Financed Purchase – Fin Purch). When adding a new asset, the checkbox “Transfer of Ownership” will also need to be selected for these instances.

About the Author: Bryan Reynolds is a Consultant in Elire’s Lease Administration Practice, responsible for implementing Oracle’s Lease Accounting Modules.

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Guest Post: 3 Ways AP Automation Improves Working Capital Performance

March 6th, 2019

Guest Post: 3 Ways AP Automation Improves Working Capital Performance

Most companies are doing a better job of managing their working capital.

That’s according to The Hackett Group’s 2018 U.S. Working Capital Survey based on a review of the annual financial statements of the 1,000 largest non-financial companies in the United States. 

The average Cash Conversion Cycle (CCC) of U.S. businesses – a measure that uses a company’s payables, receivables and inventory to determine its ability to convert invested resources into cash – improved by 4 percent in 2017 compared to the previous year, The Hackett Group found.

Companies also extended their Days Payable Outstanding (DPO) in 2017 – taking 3.4 days longer on average to pay their suppliers compared to the previous year, per The Hackett Group.  Extending the average amount of time to pay suppliers enables businesses to free up cash that can be used to pay down corporate debt, invest in research and development and support other growth initiatives. 

But not all companies are cashing in on stronger working capital performance.

The gap between top performing companies and their also-ran peers is growing, The Hackett Group found, indicating that many companies could be doing a better job at managing their working capital.

If your company’s working capital performance is lacking, accounts payable automation may be the answer.  Automating accounts payable processes improves working capital in three powerful ways:

  • Enhanced cash flow analysis and liquidity management: The data generated by an accounts payable department provides a unique window into the financial health of a business. The importance of Financial data continues to grow and be considered a critical corporate asset.
  • With an automated accounts payable solution, CFOs and other financial decision-makers can drill down into cash and spend data to identify trends and patterns, determine how well-positioned a company is to take advantage of early payment discount opportunities, assess budget performance and support strategic decision-making.  The technology provides actionable cash flow insights such as: the status of invoices and payments, on-time payment percentage, spend visibility and trends, spend-to-supplier ratio, and the percentage of early payment discounts captured.  All this enables timelier and more accurate accrual reporting and greater reporting integrity, which supports improved working capital performance.
  • Your ERP is at the center of this data and will become an increasingly vital source for business insights. IT and Finance will not only provide actionable insights to management, but be able to provide improved role based reporting to users by leveraging the latest ERP features.
  • Lower the Cost of Goods Sold (COGS): Most suppliers will exchange discounts on the amount due on an invoice for early payment.  The earlier the payment, the larger the discount that suppliers will offer.  The average discount that suppliers offer for early payment stands at 2 percent.  But many buyers in industries such as pharmaceuticals, biotechnology, consumer packaged goods and high-tech consulting routinely capture early payment discounts of more than 6 percent.  Unfortunately, it takes so long for accounts payable departments that operate in a manual or semi-automated environment to approve invoices that most discounts for early payment are out-of-reach.  Automating accounts payable can reduce invoice approval cycle times by more than 75 percent, opening the door to capturing more early payment discounts.
  • Better DPO: DPO is a key component of strong working capital performance.  One way that automation helps businesses manage DPO is by facilitating supply chain financing: when a buyer pays a supplier early using cash from a third-party, such as a bank, financial institution or investment firm.  As with other approaches to early payment discounts, a buyer and a supplier negotiate discount terms on an approved invoice.  Once the terms of the discount are agreed upon, the third-party assumes the risk and pays the supplier.  When the invoice reaches maturity, the buyer pays the full invoice value to the third-party.  The buyer receives a cut of the discount on the invoice while maintaining DPO and preserving their cash.   Additionally, paying suppliers using certain card programs enables buyers to instantly extend their DPO, without changing their payment terms.  The funding for the payment is provided by the buyer’s bank via the card program.  Since the payback period to the card issuing bank only starts after the payment is initiated, businesses can extend their DPO by several weeks.    

Each of these benefits contributes to better working capital performance.
Together, they are the beginning of a tantalizing business case for accounts payable automation.

Rising interest rates and record levels of mergers and acquisitions will force more companies to take a hard look at how they manage their cash.  Automating accounts payable is one way that companies can improve their working capital performance in 2019. 

If your company wants to better manage its working capital, contact us to learn more about AP Automation and key ERP features you can leverage to bring even greater value to your organization.

This guest post is brought to you by our Partner Canon Information & Imaging Solutions. Ready to take action? Download Canon’s latest white paper “10 Proven Steps to Accounts Payable Automation Success” to arm your team with a clear path to success. A

This guest post is brought to you by Elire’s Partner Canon Information & Imaging Solutions. Interested in learning more? Download the CIIS white paper “10 Proven Steps to Accounts Payable Automation Success.”

Elire was recently named the Partner of the Year with Canon Information & Imaging Solutions for 2018. Elire and Canon have partnered to successfully deliver the AP Automation Solution from Canon to Elire’s PeopleSoft and E-Business Suite Customers, as well as develop the future of OCR technology to streamline and automate day-to-day business processes for AP Users.

About Canon Information and Imaging Solutions, Inc.

Canon Information and Imaging Solutions, Inc. (CIIS), a wholly owned subsidiary of Canon U.S.A., Inc., brings together Canon’s world-class imaging technologies and information management expertise to assist organizations in achieving their digital transformation objectives.  With a focus on innovation, CIIS’s software development and solutions delivery capabilities scale across several practice areas: Business Process Automation – including Procure-to-Pay & Order-to-Cash automation, Document Solutions, Information Management Services with a focus on content capture, management and collaboration, and Security and Infrastructure Management.  With expertise in emerging technologies such as artificial intelligence, machine learning, and big data analytics, CIIS deploys its solutions in partnership with leading technology providers and offers comprehensive consulting and professional services that are trusted by organizations of all sizes. Additional information about the company, its programs and mission can be found at ciis.canon.com.

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Cloud ERP Updates: Oracle Partner Cast

January 24th, 2019

Cloud ERP Updates: Oracle Partner Cast

Oracle hosted an Oracle Partner Network (OPN) webcast yesterday with some exciting updates to Oracle Cloud ERP and EPM.

Market Highlights include:

  • ERP SaaS market will reach $23.8 Billion in 2018 for 17% CAGR since 2013 (IDC); ERP includes accounting & finance, procurement, supply chain, and HR
  • Accounting and Finance was ~25% of the ERP market in 2016 (BCC Research)
  • Procurement Market (full Source-to-Pay) is growing rapidly with total revenues of $7.9 Billion in 2017 for 13% CAGR (Forrester)
  • Mid-size companies are expected to make up the majority of cloud customers
  • Oracle has around 10,000 E-Business Suite customers, of wich over half are mid-size
  • Organizations are reducing their TCO by over 50% and increasing their ROI by 3.2 when moving to Oracle Cloud

Industry Trends & Challenges you should know:

  • 81% say staying current on technology is a top benefit of ERP Cloud (ERP Trends)
  • Average age of ERP systems nearing 20 years (ERP Trends)
  • Average lifespan of an ERP system is from 10-20 years (e2bteknologies)
  • ERP performing more routine, core processing typically done in Excel (CIO.com)
  • Compliance with SOX, GDPR, etc. becoming more critical for ERP (CIO.com)

Oracle Cloud ERP Benefits:

  • Simultaneously access real-time financial data & automate processes
  • Improve cash inflows and manage cash positions across the enterprise
  • Reduce transaction processing costs, data entry errors, and delays
  • Comply with global accounting standards, legislative, & industry requirements
  • Modernize, simplify, and accelerate project planning and execution
  • Improve collaboration and productivity among project teams and managers
  • Realize maximum savings and simplify purchasing with self-service procurement
  • Standardize and streamline sourcing negotiations and contract creation
  • Ensure contract compliance by monitoring for standard language deviations

Want an introduction to Oracle Cloud ERP? Join our next webinar, “Streamline & Simplify: An Intro to Oracle Cloud Financials” on February 19th. Register Here.

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Elire at COLLABORATE 19

January 24th, 2019

Elire at COLLABORATE 19

ONE event. NUMEROUS takeaways to help drive results for your business all year long! COLLABORATE 19 is the premier, user-led, technology and applications forum for the Oracle community. Produced by three independent user groups, IOUG, OAUG and Quest, COLLABORATE 19 is your event – created by users for users.

• 1,000+ sessions and panels packed with customers sharing their stories, case studies and practical “how-to” content

• Community-sourced education led by experts – for everyone, at every stage of their technology journey

• Breaking product news, roadmaps and insider information from Oracle executive management and developers

• Education and training for functional, technical and hybrid users

• Access to hundreds of other customers across industries to build your personal and professional network, including special interest group (SIG) meetings, geographic networking events and receptions

• An Exhibitor Showcase packed with products and solutions providers who can help you solve your specific challenges

• Unique events such as the Women in Technology Forum—connect with key women who are examples of success in a fast-changing environment

Team Elire will be exhibiting at Booth #442 as well as presenting SEVEN Sessions on our Industry Best Practices and recent client successes! Add our sessions to your schedule below:

106840 – Rewarding a Talented Global Workforce: Talent Profile and Workforce Compensation; a Yum! Case Study
10:30 AM – 11:30 AM | April 8, 2019 | CC 3RD FL 303A

106660 – Springfield Clinic Case Study: Lean Something New with Oracle Learning Management Cloud
10:30 AM – 11:30 AM | April 9, 2019 | CC 3RD FL 303A

105320 – PTF – Automation in Testing; Configuration; Conversion; and Production
2:00 PM – 3:00 PM | April 9, 2019 | GH 3RD FL BONHAM D

106640 – Rethinking Performance Reviews with a Rapid Implementation of Oracle HCM Performance Management
4:30 PM – 5:30 PM | April 9, 2019 | CC 3RD FL 303B

106570 – Implementation and Beyond: An Evolution of BI Cloud Reporting Strategies
8:00 AM – 9:00 AM | April 10, 2019 | CC 3RD FL 302A

105440 – Money in the Bank – Cloud ERP Implementation Success
4:30 PM – 5:30 PM | April 10, 2019 | CC 3RD FL 302B

103320 – Winning Tactics – PeopleSoft Treasury in a Regulated World
8:00 AM – 9:00 AM | April 11, 2019 | GH 3RD FL PRESIDIO B

Ready to access a wealth of information to help you navigate your technology journey? COLLABORATE 19 takes place April 7-11, 2019 at Henry B. Gonzáles Convention Center in San Antonio, TX.

Register by February 14 to save big!

Select the user group most closely aligned with your interests at www.attendcollaborate.com.

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Industry Update: Elire Recognized as Oracle Cloud Excellence Implementer for Cloud Applications!

November 15th, 2018

Industry Update: Elire Recognized as Oracle Cloud Excellence Implementer for Cloud Applications!

 

Oracle’s Cloud Excellence Implementer (CEI) Program is focused on driving customer success with Oracle Software as a Service (SaaS) products by identifying, recognizing, and differentiating highly qualified consulting firms that continue to demonstration successful implementations, expertise, and superior customer satisfaction with Oracle Cloud. Elire Inc. earned this status by delivering multiple Cloud Implementations successfully across various industries and customers, as well as maintaining a fully-certified team of Cloud Implementation Specialists. Elire has long held a Gold or Platinum designation within the Oracle Partner Network, and is widely recognized as an industry leader for Cloud and PeopleSoft Implementations and Upgrades. 

Value For Customers

CEI enables Oracle’s customers to have an objective view of highly qualified consulting firms in the marketplace to drive their success with Cloud Applications. The CEI program allows Oracle to better identify and engage implementation firms that best align to specific needs to maximize the customer’s potential to experience a successful Implementation and realize the full potential of their Oracle Cloud Solution.

For more information on the CEI program, visit here

About Elire Inc.

Established in 2005, Elire is a Minneapolis based full-service consulting firm with 13+ years of experience in successfully completing projects for our customers. 

We help our clients achieve success by efficiently implementing, integrating, and upgrading their software investments. In addition, we also provide strategic guidance and support to assist with a wide variety of business process improvements, and specialize in helping our clients unlock the full potential of their software investments. Learn More about Elire’s Cloud Expertise here. 

About Oracle

Emerging technologies are disrupting old paradigms and unleashing new opportunities. Oracle has embedded innovative technologies in every aspect of our cloud, enabling companies to reimagine their businesses, processes, and experiences.

With the introduction of Oracle Autonomous Database, the industry’s only self-driving, self-securing, and self-repairing database, Oracle is again revolutionizing how data is managed. Oracle is the #1 provider of business software, with a broad portfolio of solutions for companies of all sizes. Today, 430,000 customers in 175 countries use Oracle technologies to seize business opportunities and solve real, tangible challenges.

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Oracle OpenWorld 2018: Top 5 Technology Highlights

November 7th, 2018

Oracle OpenWorld 2018: Top 5 Technology Highlights

Team Elire packed their bags and set off for an exciting week of networking, knowledge sharing, and Oracle product updates at Oracle OpenWorld from October 22nd-25th. While in San Francisco, the Elire team was able to take advantage of all #OOW18 had to offer – including exciting keynotes, product roadmaps, product demonstrations, customer success stories, and networking with other Oracle Partners and User Group Partners!

With four days of action-packed activities and sessions, there were a LOT of exciting announcements for the future of Oracle’s Cloud and On-Premise solutions. If you missed out, don’t worry – below are the top five takeaways and announcements you need to know!

  1. Announcement – Oracle Gen2 Cloud – During Monday’s keynote, Larry Ellison announced the arrival of Oracle’s Generation 2 Cloud Platform. Previous Cloud Platforms relied on Shared computers for User Code and Cloud Control Code – meaning that the Cloud Provider can see your customer data and User Code can access Cloud Control Code, making the system vulnerable. Previous Cloud Technology was not meant to run “Mission Critical” business applications, and security was simply an afterthought. Oracle’s new Gen 2 Cloud is run on Separate Cloud Controlled Computers, meaning that Oracle cannot see Customer Data and no user can access Cloud Control Computer or Code. This updated platform has new Cloud Architecture with security built-in from Core to Edge, allows the easy move of Enterprise Workloads to Cloud, and has Oracle’s Autonomous technology to streamline and optimize day-to-day tasks, which enables superior price performance. Gen2 Cloud is an extensible Platform for SaaS applications as well, meaning you can run your open source programs and other applications on the Oracle Cloud with ease. For more information on Gen2 Cloud, watch Larry’s keynote here.
  2. Security, Security, Security with Gen2 Cloud Infrastructure Services – Another part of Larry’s first keynote included the introduction of Oracle Gen2 Cloud Infrastructure Security Services. This new security infrastructure includes key management services – creating customer control of network keys for all levels. Additionally, the Cloud Access Security Broker (CASB) automatically and continuously monitors and remediates changes and threats. CASB utilizes AI technology and machine-learning to observe your network usage patterns and recognize anomalies to identify and kill security threats immediately with minimal downtime – specifically 99.9995% availability, even under attack. A press release on the announcement can be viewed here.
  3. Analytics Data Warehouse – As a part of the closing keynote, Larry Ellison announced the new Fusion Analytics Data Warehouse, enabling extended analytics for all fusion applications. The Data Warehouse is built on Oracle Analytics Cloud and Autonomous Data Warehouse with packaged KPIs, visualizations, and dashboards. The analytics can be produced in a matter of seconds without database design, tuning, ETL, modeling, etc. Just a few clicks and your fusion data is at your fingertips!
  4. Oracle Digital Assistant Voice UI – The closing keynote also announced the new Digital Assistant Voice User Interface, allowing you to interact with your Siri and Alexa devices for transactions throughout your Fusion applications. A video of the interaction can be viewed here. 
  5. Mark Hurd’s Predictions for 2025 – Similar to the last OpenWorld, Mark Hurd included his predictions for 2025. Predictions this year were comprised of the inclusion of AI technology in ALL Cloud Apps – predicting that these apps will have AI woven into all business apps and platform services, further distancing them from legacy apps. Mark predicted that AI will power 85% of customer interactions, which would improve service levels, engagements, and allow retailers to create personalized experiences on any channel. This would infer that hotels could run 24/7 without people constantly at the front desk and for all industries to connect with their customers in new, innovative ways. He also predicted that 60% of the IT jobs that will exist in 2025 have not been created yet – including Data Professionals, Robot Supervisors, Human to Machine UX Specialists, Smart City Technology Designers, and AI Assisted Healthcare Technicians. Interested in learning more? View Mark Hurd’s keynote here.A full list of predictions can also be found here.

 

Stay tuned for more information on individual product keynotes and roadmaps!

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Elire How-To: Oracle Service Requests

October 9th, 2018

Elire How-To: Oracle Service Requests

Overview

What is a Service Request?

A Service Request (SR) is a way to report an issue within an Oracle Cloud product. This is done via My Oracle Support, where a Support Engineer will be assigned to help resolve the issue or assist in providing a workaround.

Getting Started

Create an Oracle User Account

 If you don’t already have an account with My Oracle Support, navigate to support.oracle.com to get started. On the right-hand side of the screen, click on the New user? Register here hyperlink. 

 

Fill in the required information and click Create Account to trigger a verification email.

 

 

Click Verify email address within the email body to be redirected to the My Oracle Support login page. Click Sign in on the right-hand side of the screen and enter your newly created username and password.

Connect Your User Account

If you are new to My Oracle Support, you will have to request access to the support identifier that corresponds to your test/production environment(s). Obtain your eight-digit support identifier from your Customer User Administrator. Enter this identifier, along with any note you wish to include. Click Next.

Proceed through the remaining two train stops to provide your contact information, and to accept the terms of use. Click Submit.

Viewing Service Requests

Service Request Homepage

Once your request has been submitted and approved, you should be able to navigate to the Service Requests tab within the My Oracle Support homepage. Here, you have visibility into all Service Requests associated with the support identifier(s) for which you have been approved access.

Sorting & Filtering

By default, you should see only the SR’s which are currently open. However, you have various options for sorting and filtering. If you hover your cursor over a column heading, an up and down arrow will appear, giving you the option to sort either alphabetically or sequentially, depending on the value within the column.

If you choose to filter the SR’s, navigate to the upper left corner of your screen, above the Problem Summary column heading. Select the star icon to filter for favorites, select the person icon to view only the SR’s for which you are the primary contact, and select the checklist icon to view both open and closed SR’s.

To further customize your SR homepage, select the View dropdown > Columns to select for which columns appear, or Detach to pop out your SR table. You can also Reorder Columns to change the order in which the columns appear. Select the All dropdown to filter SR list by type.

Exporting Service Requests to Excel

It is often easier to view, filter, and sort your SR’s within Excel. Click the View dropdown and select Export to XLS (Excel).

Logging a Service Request

Problem Description

To log a Service Request with Oracle, click the Create SR button in the upper left corner of your Service Request homepage. On the Problem/Severity train stop, you will first enter in Problem Summary.

TIP: include your environment within the summary (e.g., if edyv-test if your test environment, summary could be “EDYV-TEST: Error occurring when attempting to access OTBI”).

TIP: Your Problem Description should be as detailed as possible. Oracle describes a good problem description as “loss of functionality, sequence of events that occurred, expected results, workarounds.” This will reduce the amount of back and forth between you and the Oracle Support Engineer.

Select the Product your issue is occurring in, as while as Product Version. Then select your Operating System, Problem Type and the appropriate support identifier. Note: If you have more than one support identifier, ensure you select the one that corresponds to the environment where your issue is occurring.

Select the Yes radio button to indicate that your software is running on Oracle Cloud Infrastructure.

Severity

It’s important to select an accurate severity when logging your SR. Oracle describes the severity levels as the following:

1 – Complete loss of service. Problem or product defect causes complete loss of service in the production environment or work cannot reasonably continue.

2 – Severe loss of service. No acceptable workaround. However, operations can continue in a restricted fashion.

3 – Minor loss of service. The impact is an inconvenience that may require a workaround to restore functionality.

4 – No loss of service. Minor error that does not impede operations.

TIP: If you don’t receive a timely response to your SR, raising the severity is the first step you should take to ensure your issue is addressed.

TIP: Avoid Severity 1 unless your issue meets one of the following requirements:

  • Your use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work.
  • You are experiencing a complete loss of service.
  • Ongoing operation of the supported program is mission critical to the business and the situation is an emergency.

TIP: When logging a SEV-1, the issue will be defaulted as 24×7, meaning the SR will be worked on around the clock. It’s important to make the primary contact someone who can be reached outside of standard business hours. If the issue no longer warrants a SEV-1 status, the issue can be lowered to a SEV-1 that is not 24×7, or a severity level of 2, 3, or 4.

Solutions

On the Solutions train stop, you will be guided through a series of questions to further categorize the problem you are experiencing.

More Details

If possible, attach any screenshots or log files that detail the issue you are experiencing. If you don’t provide attachments in this initial step, they will likely be requested from the Support Engineer down the road (if applicable). Providing as much information as possible will greatly reduce the amount of time spent resolving the SR.

Contact

On the Contact train stop, your name will be defaulted in as the primary contact. If you are logging an SR on someone else’s behalf, you can click the X icon next to your name and search/select the correct primary contact. Click Submit.

Maintaining Your Service Request

You should receive email notifications each time there is a Status change on your SR. Additionally, you can log onto My Oracle Support to view your SR status and respond back with any information requested by the Support Engineer.

Escalating Your SR

Raising the Severity

As mentioned in the Severity section above, it can be helpful to raise the severity of your SR if you feel it is not getting timely attention. This can be done by selecting your SR from your Service Request homepage and clicking the Raise Severity button at the top of your screen.

Contacting the Duty Manager

If raising the severity of your SR isn’t giving you the results you need, the next step is to contact the Duty Manager. Call 1.800.223.1711 to receive a call back from the Duty Manager associated with your SR.

Additional Resources

How to Create a Cloud Service Request (SR) (Doc ID 1484944.1) – My Oracle Support

 

About the Author: Rachel Rudolph is an Oracle Cloud Certified Implementation Specialist in Global HR and Talent Management. She is an Associate Cloud Consultant at Elire, and specializes in Core HR, testing strategy, and project coordination and administration

Interested in learning more? View Rachel’s recent webinar, “Oracle Global HR: Assignments to Work Structures, and Everything In-Between!

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Ask the Expert: Oracle Cloud Global Human Resources

August 9th, 2018

Ask the Expert: Oracle Cloud Global Human Resources

The global workforce is ever changing and transforming. In order to effectively manage you employees domestically and abroad, your organization needs a flexible and robust Human Resource enterprise solution to meet your needs. Enter Oracle Cloud Global Human Resources. 

We asked Elire Consultant and Oracle Certified Cloud Global HR Implementation Specialist, Rachel Rudolph, what common obstacles our clients run into while implementing Global HR, and what best practices they should follow to get the most out of their investment. 

Here’s what she had to say!

Interact with Rachel and learn more at her upcoming webinar, “Global HR from A to W: Assignments to Work Structures and everything in between.” Register for this complimentary webinar here

To set up a call with Rachel and the Cloud HCM team, contact [email protected].

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