1. Getting Started with Oracle Enterprise Performance Management Cloud for Administrators
  2. Setting Up EPM Cloud Environments
  3. Helping Oracle Collect Diagnostic Information Using the Provide Feedback Utility

Helping Oracle Collect Diagnostic Information Using the Provide Feedback Utility

Use the Provide Feedback utility to help Oracle diagnose and resolve issues efficiently. This utility is available within your Oracle Enterprise Performance Management Cloud environment.

If you encounter an issue while using the service, use the Provide Feedback utility to describe the issue and the steps to reproduce it. To expedite the resolution of issues, Oracle recommends that you add multiple screenshots to your feedback submissions. Adding a succession of screenshots that show your progress through a task enables you to create a storyboard that shows Oracle how to recreate your issue.

Each time a user submits feedback to Oracle using the Provide Feedback utility, a feedback notification, a subset of the information that a user submits, is sent to Service Administrators and to the user who submits the feedback. These notifications enable Service Administrators to review submitted issues and suggest corrective actions. Feedback notification is enabled by default.

Each Service Administrator can turn off the notification by clicking the Unsubscribe link embedded in the email. See Disabling Feedback Notification. Regardless of the subscription status, a notification is always sent to the user who submits the feedback.

You can also provide feedback (text only) to Oracle using the feedback EPM Automate command if the user interface becomes unresponsive.

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Key Considerations Before Submitting Application Snapshots

While submitting feedback, Service Administrators can consent to submit the last maintenance snapshot of the environment to Oracle. If you consent to submit the maintenance snapshot, Oracle automatically encrypts and copies the current maintenance snapshot. Oracle uses the submitted application snapshot for testing purposes only; Oracle does not make changes to the application or data. Before providing feedback, ensure that you are at the stage in the process when the problem was observed.

  • If your organization enforces a policy that restricts data access by Oracle, you can prevent Service Administrator from submitting application snapshot to Oracle. To do so, set the restricted data access to true using the following EPM Automate command or REST API:

    Once you have set the data restriction, the Submit application snapshot check box in the Provide Feedback utility will be greyed out.
  • The snapshot submitted to Oracle is the one created by the last daily maintenance. If you want to submit the latest snapshot that has all the changes done since the last daily maintenance, before submitting Provide Feedback:
    • Change the time of the daily maintenance to start at the next hour
    • You can also run runDailyMaintenance EPM Automate command, and create a new snapshot before submitting Provide Feedback. See runDailyMaintenance in Working with EPM Automate for Oracle Enterprise Performance Management Cloud
  • It is your responsibility to keep backup copies of the maintenance snapshot for recovery purposes. Oracle cannot restore your service using the snapshot that you submit. See Backing Up and Restoring an Environment Using the Maintenance Snapshot
  • Using the Provide Feedback utility to submit diagnostic information sends your submission to Oracle but does not create a service request. If a Service Administrator cannot resolve the issue, then you can create a service request using the information that you submit. While creating the service request, you are prompted for the reference number, which is displayed on the screen when you submitted diagnostic information using the utility. Additionally, the reference number is included in the feedback notification email. Entering the reference information helps Oracle to easily collect the required diagnostic data.