Get Help from Oracle

If the corrective steps suggested in the preceding sections fail to resolve inaccuracies in consolidation results, seek help from Oracle.

Before creating a service request, turn on consolidation log files, restart Financial Consolidation and Close, run consolidation, and then use the Provide Feedback utility to gather the information that Oracle needs to identify and fix your problem. See Enable Consolidation Rules Logs and Submit Feedback to Oracle for instructions.

To seek help from Oracle:

  1. Create a Provide Feedback submission, which includes screenshots of the consolidation results.

    Optionally, allow Oracle to access the maintenance snapshot of the environment by consenting to application snapshot submission. See Creating a Provide Feedback Submission.

  2. Create a technical service request that identifies the Provide Feedback reference number. See Submitting a Technical Service Request. The service request must contain the following additional information:
    • An explanation of the expected consolidation results and how they differ from the actual result.A document identifying the outcome of the troubleshooting steps that you performed based on the sections in this guide.
    • A list of any remaining metadata validation errors and an explanation of why are you unable to clear them.
    • The Oracle Smart View for Office sheets or web forms that show inaccurate data.
    • POV with no dynamic calc members where data is inaccurate.
    • If data is inaccurate for a POV member that is a parent member, a drill down to the specific child member where the data is inaccurate. This drill down is critical for faster diagnosis.
    • Did this issue start after the latest monthly update?
    • If the consolidation results were accurate previously, but are no longer, the date, time, and time zone when results were accurate.
    • A snapshot of the environment, if available, from the last time when the consolidation numbers were accurate.
    • Changes that you made since the last time consolidation results were accurate.
    • Specify whether you are migrating from Oracle Hyperion Financial Management.
    • Specify whether this is a critical outage.