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Oracle Universal Work Queue Implementation Guide
Release 12.1
Part Number E13492-04
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Diagnostics and Troubleshooting

This chapter covers the following topics:

Common Implementation Errors

This section explains how to resolve common errors.

Types of Oracle Universal Work Queue Issues

Oracle Universal Work Queue issues generally fall into the following categories:

Server Startup Issues

These involve not being able to start the Oracle Universal Work Queue server or starting the server as an NT service.

Can't Start Oracle Universal Work Queue Server

Problem: Cannot start Oracle Universal Work Queue server (pre-11.5.6/ICSM).

Cause/Solution: Check to make sure the DBC file is correct. Check to see if you can start other servers using the DBC file. Verify that the server name is properly specified on the command line. Check to see if another server is using the same port. Run the server with the following parameters and then check the error log:

-trace_level_debug -console_trace

Media Login Issues

Typically, these type of issues involve not being able to connect to the Oracle Universal Work Queue server or the inability to log into media providers. Also, issues surrounding the icWork Controller not starting properly fall in this category.

Cannot connect to Oracle Universal Work Queue Server

Problem: Cannot connect to Oracle Universal Work Queue server.

Cause/Solution: Check to make sure the Oracle Universal Work Queue server is running. Ensure that the agent is in the same Interaction Center Server Group as the Oracle Universal Work Queue server.

Can't log into telephony

Problem: Cannot log into telephony.

Cause/Solution: Verify that the Oracle Telephony Manager server is running. Ensure that the Oracle Telephony Manager server is in the same Interaction Center Server Group as the Oracle Universal Work Queue server.

Agent is configured for inbound telephony but no node appears in Oracle Universal Work Queue

Problem: The agent is configured for inbound telephony but the node does not appear in Oracle Universal Work Queue.

Cause/Solution: Verify that the Oracle Telephony Manager server is running. Ensure that the Oracle Telephony Manager server is in the same Interaction Center Server Group as the Oracle Universal Work Queue server. Run Diagnostics for media configuration and node enumeration.

Non-Media Issues

This would pertain to queues or queued items not appearing properly.

"Function not available to this responsibility" error messages

Problem: Receive "function not available to this responsibility" error messages.

Cause/Solution: You are using a responsibility that cannot open the form associated with the item. Switch to a different responsibility or create a user with the appropriate responsibilities.

Media Screen Pop Issues

Screen pops being slow, or blank or that cause FRM-92100 or other Forms errors are typically the types of issues that pertain to a media screen pop.

"No action defined for selected media type" error on screen pop

Problem: Receiving "no action defined for selected media type" error.

Cause/Solution: Use the administrative responsibilities described above to map your media type to an application. Make sure there is a default (no classification) action for each media type you are using.

Slow screen pop

Problem: Screen pop is slow to launch.

Cause/Solution: Run the UWQ Diagnostics. If there is no problem with the performance, the problem lies in the Oracle business application.

Screen pop causes FRM-92100 errors

Problem: Receiving FRM-92100 errors when a screen pop occurs.

Cause/Solution: Ensure you are running the most current Forms patchset. Run the UWQ Diagnostics. If the test runs successfully, the problem is related to the Oracle business application.

"Function not available to this responsibility" error messages

Problem: Receive "function not available to this responsibility" error messages.

Cause/Solution: You are using a responsibility that cannot open the form associated with the media type and classification. Switch to a different responsibility or create a user with the appropriate responsibilities.

Special Media Flow Issues

These fall into the category of transfer or conference cases that are not working as expected or media error-handling cases requiring logging on again.

"oracle.apps.jtf.base.resources.FrameworkException: BPP-10139" error message

Problem: Receive "oracle.apps.jtf.base.resources.FrameworkException: BPP-10139" error message.

Cause/Solution: This is a JTF issue. Ensure that the appropriate properties have been defined.

Teleset/Softphone Issues

The following issue pertains to an agent's inability to get work.

Problem: While media enabled, the agent used the teleset to access and perform certain features instead of using the softphone. Now, the agent is unable to get work.

Cause/Solution: Oracle does not support agents' use of the PBX/ACD physical teleset for access to features. Due to limitations of the PBX/ACD platform, features activated at the teleset are not passed through the PBX/ACD CTI interface, which desynchronizes the physical teleset and the Oracle CTI interfaces. If an agent uses the physical teleset rather than the softphone, and an unsynchronized condition occurs, then the agent will need to reset the application through Oracle Universal Work Queue.

Signing on to Oracle Applications

User cannot sign on to Oracle Applications

Problem: User cannot log into Oracle Applications.

Cause/Solution: Database is down. Verify that the database servers are running. Contact the system DBA to restart the database server.

No valid responsibility is available

Problem: The user attempts to log in to Oracle Applications and an error message appears which indicates that no valid responsibility is available. Or, the user is able to log in to Oracle Universal Work Queue but receives an error message when trying to access a particular work item. Note: This problem can occur because you intentionally set the user profiles so that they could not access certain types of tasks.

Cause/Solution: User profile/responsibilities are incorrectly set. The HRMS employee must be assigned as a resource for your business. The user must have responsibility to access all the forms that Oracle Universal Work Queue will open, or Forms will not allow the application to open.

IEU_UWQ_VALID_RES

Problem: User with customer support responsibility receives the following error messages when attempting to access Universal Work Queue:

Cause/Solution: User is not set up as a resource. Import employees that have been assigned to FND_USERS (Oracle Apps users) as resources.

JInitiator Errors

Problem: Receiving JInitiator errors upon login.

Cause/Solution: Console is not enabled. Enable the console. If the error persists, reinstall JInitiator. The default cache should read 50MB.

Launching the Universal Work Queue desktop from the Navigator

Agent Resource ID not found

Problem: After the user logs in to Oracle Applications and selects Oracle Universal Work Queue, they receive an error message which indicates that the Resource ID for the agent could not be found.

Cause/Solution: The employee has not been defined as a CRM resource. Ensure that the Oracle Universal Work Queue user is set up correctly in Oracle HRMS and in Oracle Resource Manager.

Universal Work Queue desktop does not display

Problem: The user logs in to Oracle Applications and selects the Get Work button, the business application or the Oracle Universal Work Queue does not launch and does not appear.

Cause/Solution: Test to see if the business application can launch or if the problem lies with the launching of Oracle Universal Work Queue. Also, verify system profiles.

If the Oracle Applications business application does not launch, perform the following:

If the application launches, then the problem is with Oracle Universal Work Queue and you should review the steps followed for Oracle Universal Work Queue implementation and user set up.

Takes too long to launch the Universal Work Queue desktop

Problem: Users are experiencing a long delay in logging into Oracle Universal Work Queue, along with a delay in the counts appearing in the Queue and Count columns.

Cause/Solution: When using the "Login Only" value for the User Profile Option of IEU: Desktop: UI: Refresh Style, Oracle Universal Work Queue performs a count refresh when the user first logs on to Oracle Universal Work Queue, the refresh operation takes some time. Ensure that you are using the appropriate refresh strategy for your business.

If the Oracle Applications business application does not launch, perform the following steps:

  1. Test whether the login page is active, launch the following: http://hostname:port/html/jtflogin.jsp

    If jtflogin.jsp does not appear, then launch: http://hostname:port/html/jtfmain.htm

  2. Test whether the Oracle Applications business application GUI is active: http://hostname:port/html/<Oracle Application client htm file>

If the application launches, then the problem is with Oracle Universal Work Queue and you should review the steps followed for Oracle Universal Work Queue implementation and user set up.

Viewing Work Items

No work items displayed in Oracle Universal Work Queue work item summary area

Problem: When user selects a work type by selecting a node in the work selector area, no work item summary lines appear in the work item summary area. Work items fail to reach Oracle Universal Work Queue.

Cause/Solution: Ensure that work items are open and are assigned to the user. Also ensure that the user has performed a manual refresh of work items.

Missing source document

Problem: The user selects to view a Task work item in Oracle Universal Work Queue and receives a missing source document error message. Missing source document when accessing tasks.

Cause/Solution: This is almost always a problem with the "creation point" for the document, the business application that was used to create the source document such as a service request created from Oracle TeleService.

Work items displayed twice in the work item summary area

Problem: User sees double work item entries. When user selects a work type by selecting a node in the work selector area in the Queue column, double work items appear in the work item summary area. Oracle Universal Work Queue presents work items for tasks that are owned or assigned to a user.

Cause/Solution: This can occur when a task is both owned and assigned to the same user. This frequently occurs when a task is owned by a particular user and is assigned to be worked by a group or users, of which the particular user is a member.

Count values not displayed or refreshed

Problem: Count values do not appear in the Count column or counts do not update once work items are processed. The user logs in to Oracle Universal Work Queue and does not see count values in the Count column. Or, the user has completed processing work items and the Count column does not reflect new count values.

Cause/Solution: Ensure that you are using the appropriate refresh strategy for your business operations and that your users are aware of the procedures that they must follow to refresh their work item counts, if you are not using an "automatic" refresh strategy.

Cannot access task details fromUniversal Work Queue

Problem: User can see task in a read only state, but cannot access the task details.

Cause/Solution: Profile options have not been set for Oracle Universal Work Queue. Check that profile options are set for IEU. Double check your %task% profile options to ensure that views are not set to "No".

Accessing Work Items

No valid responsibility is available

Problem: The user attempts to log in to Oracle Applications and an error message appears, indicating that no valid responsibility is available. Or, the user is able to log in to Oracle Universal Work Queue but receives an error message when trying to access a particular work item. Note: This problem can occur because you intentionally set the user profiles so that they could not access certain types of tasks.

Cause/Solution: User profile/responsibilities are incorrectly set. The HRMS employee must be assigned as a resource for your business. The user must have responsibility to access all the forms that Oracle Universal Work Queue will open, or Forms will not allow the application to open.

Universal Work Queue desktop cannot "Get Work"

Problem: User can not perform "Get Work" for an open task work item. The user can view the task work item in Oracle Universal Work Queue, but receives a message indicating that "Get Work" cannot be performed for the open task work item.

Cause/Solution: Tasks is a multi-object schema which can store tasks as well as other objects, such as service requests. From the Tasks Detail panel, click Details to display the Task Manager window. Make sure that there is a valid value in the Source Document and the Source Number fields.

Note: When a valid source document is not referenced, the Task Manager window appears by default.

Unable to Associate Media Type, Classification and Action

The association of a media type, classification, and action for Oracle Universal Work Queue is accomplished through the UWQ Media Action tab. See Classifying Media Actions.

Types of Events in Universal Work Queue

Oracle Universal Work Queue defines two types of events:

Planned Start Date for Task List Does Not Include Time Stamp

Problem: Planned start date for Task List in Oracle Universal Work Queue does not include time stamp.

Cause/Solution: Display format needs to be changed for PLANNED_START_DATE column. Navigate to Spreadtable > Spreadtable Metadata Administration. Query the record with Datasource Name = IEU_UWQ_TASKS_DS. Open the Alignment and Formatting tab. Change the display format for the column PLANNED_START_DATE to DateTime.

Database Connection Failed

Problem: Database connection failure error message appears.

Cause/Solution: Check configuration.

Viewing Applets Output

Turn on Java console in JInitiator.

Cause/Solution: Start the Java Console. Go to:

Start > Programs > JInitiator > JInitiator > Show Java Console Universal Work Queue

Log Files and Error Messages

Universal Work Queue server trace function outputs detailed information about server activity to a console window or a file. By default, the trace function is off.

To turn on the trace function, set the appropriate Universal Work Queue server database parameters. Optionally, when you start the Universal Work Queue server, use the appropriate command line parameters. The database parameter overrides the command line parameter.

The following command line options set the trace level for the Universal Work Queue server.

Trace Level Description
-trace_level_error Server errors.
-trace_level_warn Server warnings and errors.
-trace_level_info Server events, warning, and errors.
-trace_level_debug All server activity.

The Universal Work Queue server does not support enabling or changing trace levels at runtime. You must stop and restart the server for changes take place.

TRACE_LEVEL and TRACE_FILE_NAME

Problem: Problem with Universal Work Queue server logs.

Cause/Solution: Set only the TRACE_LEVEL parameter when collecting Oracle Universal Work Queue server logs. Do not set the TRACE_FILE_NAME parameter. Oracle Universal Work Queue will automatically choose a name and put the logs in the same directory where the Interaction Center Server Monitor (ICSM) places it's logs. This can be seen from the Advanced tab in ICSM.

Viewing Log Files

The log files for Oracle Universal Work Queue store information for non-media and media items. The log file for non-media items is "ieu.log" and the log file for media items is "ieus.log".

Virtual Memory

Set Virtual Memory to 180/180. On Windows NT agent desktop, set Virtual Memory to 180/180.

Softphone and Connection to Telephony Service is Lost

When telephony services or connections are lost temporarily, agents receive a message in the softphone that indicates "Connection to telephony is lost. Please do not use the soft phone, instead use the physical phone".

After the message displays the softphone controls are disabled (grey state). When connection to telephony service is restored, the softphone and agent session will automatically reset. If this occurs during the course of the agent's current interaction, the agent will need to complete the interaction and request the next interaction in order to use the softphone. The agent will receive the following message in the softphone when connectivity is restored, "Connection to telephony service reestablished." If you are not in an interaction, please select "Get Work" to get the next media work item.

Oracle Universal Work Queue Diagnostics

Oracle Universal Work Queue allows you to perform a series of tests to identify and verify media configuration and set up issues. The types of tests that can be run include:

Verifying the Media Configuration

From the Diagnostics page, you can perform the following tests for media configuration:

The tests will determine whether media is enabled for a user. The test will also determine if:

Testing Media Queues

Use the Media Queue Test to determine whether a user is properly configured for media work.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

Review Configuring Universal Work Queue for Media Work.

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page appears.

  4. In the Media_Eligibility subtab, select Media Queue Test.

  5. Click Run Test.

    The test status appears in the Results section of the page as well as the filename and path for the log file.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Testing Media Eligibility

Use the Media Handler Test to determine the validity of registered handlers for a user for all enabled media types.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

Review Configuring Universal Work Queue for Media Work.

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. Media_Eligibility subtab, select Media Handler Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Verifying Nodes

From the Diagnostics page, you can perform the following tests to verify node enumeration:

There are three tests that make up the Node_Enumeration category:

Nodes are enumerated by the ENUMERATE_WORK_NOTES procedure in IEU_VB.pls. The attempt to call the enumeration procedure registered in IEU_UWQ_SEL_ENUMERATORS is made for all nodes configured for the users. Each node's enumeration procedure will populate IEU_UWQ_SEL_RT_NODES through the use of the UWQ APIs.

The diagnostic procedure for this step will perform the following:

Testing Profile Options

Use the Profile Options Test to validate the Enable and Display Order profile options for each Work Provider node that is enabled for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

Review Setting System Profile Options.

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the Node_Enumeration subtab, select Profile Options Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Testing Node Enumeration

Use the Node Enumeration Test to check the node enumeration procedures of all work providers enabled for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

Review Setting System Profile Options.

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the Node_Enumeration subtab, select Node Enumeration Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Testing Valid Nodes

Use the Valid Nodes Test to determine the list of valid UWQ Selector run-time nodes for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

Review Setting System Profile Options.

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the Node_Enumeration subtab, select Valid Nodes Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Verifying Node Refresh

From the Diagnostics page, you can perform the following test to verify node refreshing:

The Node Refresh Test when run, performs a refresh of each of the nodes created in the enumeration step. The REFRESH_WORK_NODE_COUNTS procedure performs this task. Nodes are refreshed using views or procedures and are checked for the following:

For each of the nodes created in the enumeration step, a refresh

Testing Node Refreshing

Use the Node Refresh Test to validate the refresh mechanisms for all valid run-time nodes for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the Node_Refresh subtab, select Node Refresh Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Verifying View Validation

From the Diagnostics page, you can perform the following test and validate the views associated with UWQ Selector run-time nodes:

There are two tests that make up the Views_Validation category:

For each node present in IEU_UWQ_SEL_rt_nodes, one row should be selected and presented.

Testing Run Time Nodes

Use the Run Time Nodes Test to determine UWQ Selector run-time nodes for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the View_Validation subtab, select Run Time Node Datasource View Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Testing Datasource Views

Use the Datasource View Test to determine the validity of the view associated with UWQ Selector run-time nodes for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the View_Validation subtab, select Run Time Node Datasource View Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Verifying Task Launching

From the Diagnostics page, you can perform the following test to verify the launching behavior of all enabled task nodes:

If any of the three task nodes are enabled, the Task Launching Test will verify the launching behavior of each task present. The verification includes:

Testing Task Launching

Use the Task Launching Test to validate the launching behavior of all enabled task nodes for a given user.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the Task_Launching subtab, select Task Launching Test.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Running All Diagnostic Tests

From the Diagnostics page, you can run a complete test which will review all configuration and identify any issues:

Performing All Tests

The All Tests option goes sequentially through all the diagnostic tests (in a predetermined order) for a given user and presents all error, help and report messages. Use this procedure to perform a complete test of the configuration for a user.

Login

Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

    The Media_Eligibility - Media Queue Test page will appear.

  4. In the All Tests subtab, select All Tests.

  5. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  6. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Running Work Repository and Audit Tracking Diagnostics Reports

From the Diagnostics page, you can run the following diagnostic reports for the work repository and audit tracking:

Running the Work Item Activity Report

The Work Item Activity report presents the specific work item's life cycle to include date, distribution, updates and reassignment information.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

  4. Select Work Item Activity.

  5. In the Work Document Code field, perform a lookup to select the code.

  6. In the Work Item Number field, enter the appropriate number.

  7. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  8. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Running the Work Items Individual - Group Membership Report

The Work Items Individual - Group Membership report presents detail information for work items assigned to agents who are not members of the group. The date format "DD-MON-YY" is used for the 'From' and 'To' date fields.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

  4. Select Work Items Individual - Group Membership Report.

  5. In the From Date field, enter the date using the DD-MON-YY format.

  6. In the To Date field, enter the date using the DD-MON-YY format.

  7. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  8. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Running Work Launching Diagnostics Reports

From the Diagnostics page, you can run the following diagnostic reports for work launching:

Running the Work Launch Test

The Work Launch Test validates the work launching behavior for a given work document code and responsibility ID.

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Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

  4. From the Work_Launching subtab, Select Work Launch Test.

  5. In the Work Document Code field, perform a lookup to select the code.

  6. In the Responsibility ID field, perform a lookup for the ID that will be used for the report.

  7. In the Task Source field, identify whether the source for the task is the Task Manager. Enter ' Y' for Yes or 'N' for No.

  8. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  9. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.

Running Task Launching Diagnostics Reports

From the Diagnostics page, you can run the following diagnostic reports for task launching:

Running the Work Launch Test

The Work Launch Test validates the work launching behavior for a given work document code and responsibility ID.

Login

Oracle HTML Applications

Responsibility

CRM HTML Administration

Prerequisites

None

Steps

  1. From the Oracle Applications page, select the Diagnostics tab.

    The Diagnostics page appears.

  2. Select the Advanced tab.

  3. In the Application field, select Universal Work Queue from the list of values.

  4. From the Task_Launching subtab, select Work Launch Test.

  5. In the Work Document Code field, perform a lookup to select the code.

  6. In the Responsibility ID field, perform a lookup for the ID that will be used for the report.

  7. In the Task Source field, identify whether the source for the task is the Task Manager. Enter ' Y' for Yes or 'N' for No.

  8. Click Run Test.

    The status of the test as well as the file name and path of log file will appear.

  9. Click View Report.

    The View Report page will appear. You can also view the details of the report by clicking the Report icon in the Results section of the page.