Troubleshooting Pricing Design Center

Troubleshooting Checklist

When any problems occur, it is best to do some troubleshooting before you contact Oracle Global Support:

You know your installation better than Oracle Global Support does. You know if anything in the system has been changed, so you are more likely to know where to look first.
Troubleshooting skills are important. Relying on Oracle Global Support to research and solve all of your problems prevents you from being in full control of your system.

If you have a problem with your PDC system, ask yourself these questions first, because Oracle Global Support will ask them of you:

What exactly is the problem? Can you isolate it?

Oracle Global Support needs a clear and concise description of the problem, including when it began to occur.
What do the log files say?

This is the first thing that Oracle Global Support asks for. Check the error log for the PDC component you are having problems with.
Has anything changed in the system? Did you install any new hardware or new software? Did the network change in any way? Does the problem resemble another one you had previously? Has your system usage recently jumped significantly?
Is the system otherwise operating normally? Has response time or the level of system resources changed? Are users complaining about additional or different problems?

Using Error Logs to Troubleshoot PDC

PDC error log files provide detailed information about system problems. If you are having a problem with PDC, look in the log files. PDC logs specific details about the PDC GUI and the transformation in separate sets of files.

PDC GUI Logs

PDC logs specific details about actions performed in the PDC GUI in Oracle WebLogic Server log files. See the Oracle WebLogic Server Administration Console Help for more information.

Transformation Engine Logs

PDC generates two types of transformation engine log files for each transformation engine:

Master log file: This file logs the basic details of the transformation engine, such as the initialization details of the transformation engine, and so forth.
Transaction log file: This file logs the details of the transactions performed by the transformation engine, such as work item details, details of calls to Oracle Communications Billing and Revenue Management (BRM) utilities, and so forth. A separate transaction log file is generated for every transaction.

The location of the transformation log files is specified in the BRM_Integration_Pack_home/apps/transformation/TransformationConfiguration.xml file in the <transformationLog> elements, where BRM_Integration_Pack_home is the directory in which you installed the BRM Integration Pack.

You can define the logging level of the transformation engine log files in the BRM_Integration_Pack_home/apps/transformation/log-config.properties file. The default logging level set in the file is INFO.

Diagnosing PDC Problems

PDC problems can be diagnosed using the Oracle WebLogic Server Diagnostic Framework. The Oracle WebLogic Server Diagnostic Framework allows you to collect, archive, and access diagnostic information about applications hosted on the WebLogic server. See the Oracle WebLogic Server Administration Console Help for more information.

Table 65-1 lists some common problems with PDC and shows you how to diagnose the error messages and resolve the problems.

Table 65-1 Common PDC Problems and Solutions

Problem	Possible Causes	Solution
Importing pricing components by using the ImportExportPricing utility fails.	Validation error due to one of the following reasons: Incorrect configuration of the pricing components in the input XML file. The input XML file does not conform to the format detailed in the XSD file for pricing components. A feature configured for the pricing component is not supported by the target engine.	Check the ImportExportPricing utility log file for details of the error, correct the error, and import the pricing components again.
Changeset is successfully submitted through the PDC UI, but returns error.	There is invalid data that was not detected during validation.	Check the transformation engine log files for details of the error: If the error message states that this is a "Configuration Missing" error, it is likely that a prerequisite setup component was not transformed successfully. Verify that all the referenced setup components are configured correctly. If required, update and resubmit the setup components and then use the Fix option to resubmit the changeset. If there is nothing wrong with your configuration, verify that the target engine mappings (supported configurations) for the service, event, account, and RUMs used in the pricing components are correct. Ensure that the changes made in BRM to these components have been synchronized with PDC.
-	Error in the load utility of the target engine in BRM.	The error message will not provide the details of the error. Check the BRM loadpricelist and LoadIFWConfig utility log files for details of the error.
-	Transformation error	Transformation errors for pricing components submitted are returned in the PDC UI. Check the error messages in the PDC UI and follow the instructions below the error.
Error while submitting changeset with message "Error publishing changeset"	The job dispatcher is not configured correctly.	Check that the job dispatcher is deployed correctly and the status is Active in the WebLogic Administration Console. Check the Oracle WebLogic Server log files for relevant messages.
Changeset when submitted remains in pending state for a duration longer than normal.	Transformation engines are not running.	Check that the transformation engines are running on the system where BRM Integration Pack is installed by using the standard operating system commands.
-	Transformation engines are running but are configured to connect to the wrong WebLogic server instance.	Verify the host name of the WebLogic server in the BRM_Integration_Pack_home/apps/transformation/TransformationConfiguration.xml file. If required, update the host name of the WebLogic server and restart the transformation engines.
SyncPDC is failing with error	Event attributes are not configured properly.	If the event attribute is defined in BRM, you must specify the following in the event definition file: <targetApplicationSpecName>Pricing</targetApplicationSpecName> <targetApplicationSpecName>Billing</targetApplicationSpecName> For more information, see "Enriching Event Definitions" in PDC Creating Product Offerings.

Getting Help for PDC Problems

If you cannot resolve the PDC problem, contact Oracle Global Support.

Before you contact Oracle Global Support, try to resolve the problem with the information logged in the log files. See "Using Error Logs to Troubleshoot PDC" for more information. If this does not help to resolve the problem, note the following information:

A clear and concise description of the problem, including when it began to occur.
Relevant portions of the relevant log files.
Relevant configuration files.
Recent changes in your system after which the problem occurred, even if you do not think they are relevant.
List of all PDC components and patches installed on your system.

When you are ready, report the problem to Oracle Global Support.