Getting Help

If you were unable to optimize the rule or member formula using the information in the preceding sections, review these factors before seeking help from Oracle, especially if the issue manifested itself recently:

  • Recent changes to the application.

    Compare the following tables in the Activity Report with the information available in an Activity Report from a previous date when the rule or member formula was working well. This comparison will help you identify application design changes that have taken place between the two dates:

    • Application Size
    • Oracle Essbase BSO Cube Statistics.

      For example, if a dimension of a BSO cube is changed from Dense to Sparse, it may adversely affect business rule or member formula performance.

  • Whether you made any recent changes to the use of the impacted business rule or member formula (for example, different values of run-time prompts, change in user or substitution variables, more concurrent users, and so on).

If your review does not resolve the issue, complete these steps:

  • For business rule issues only: Re-run the rule in Calculation Manager and export the log messages output.
  • Use the Provide Feedback utility right after running the rule in Calculation Manager to gather the information that Oracle Support needs to identify and fix your problem. See Helping Oracle Collect Diagnostic Information Using the Provide Feedback Utility in Getting Started with Oracle Enterprise Performance Management Cloud for Administrators.
  • Submit a technical service request indicating the reference number that the Provide Feedback utility created. See Submitting a Technical Service Request. Provide the following to Oracle in the service request:
    • Name of each cube that has the issue.
    • Cube type (ASO or BSO) of each cube that has the issue.
    • For business rule issues only:
      • Rule name. If you are using a ruleset, run each rule in Calculation Manager to determine the specific rule that you want Oracle to review. Please include the cube name reference for navigation purposes in Calculation Manager.
      • Values of all runtime prompts. If a rule performs differently when you change runtime prompts, provide all runtime prompts and explain which prompt relates to each behavior.
    • For member formula issues only:
      • Member name that contains the formula.
      • Dimension of the member that contains the formula.
    • Values of all user and substitution variables. If a rule or member formula performs differently when you change substitution variables, provide all user and substitution variables and explain which variable relates to each behavior.
    • Expected and actual durations. If running a comparison, provide the expected and actual duration for all comparisons.
    • For business rule issues only:
      • Exported log messages output generated while running the rule in Calculation Manager.
      • Business purpose of the calculation shown in the longest running pass of the rule (available in log messages under Pass%).
      • The timestamp and time zone of the start and end time of the rule run to help Oracle locate the specific execution instance within the logs available in Provide Feedback.
    • For member formula issues only: Attach the Oracle Smart View for Office Excel file with level 0 members showing the issue .
    • Did this issue start after the latest monthly update?
    • Is this a newly developed rule or an existing rule?
    • The date, time and time zone of the last time when the rule or member formula was known to function or perform as expected and when the issue first occurred (for existing rules and member formulas only).
    • The snapshot of the environment, if available, from the last time when the business rule or member formula was functioning or performing as expected (for existing rules and member formulas only).
    • A list of recent application, rule or formula changes that could have caused the issue (for existing rules and member formulas only).
    • Whether this is a critical outage.