Have you often hoped you could debug your own Agile issues? Have you often thought to yourself, "I wish Oracle would tell me what they needed before logging the Service Request?"

For Agile File Manager, Attachments, Folders, and Thumbnail Issues, you can.

 

Oracle has been working hard to improve our time to resolution on the service requests (SR) you raise by automating the information and diagnostic gathering steps. 

Agile PLM’s first Guided Resolution with file validation is now available for Agile PLM Framework and Agile Product Collaboration service requests when you select the File Manager, Attachments, Folders, and Thumbnails problem type. This problem type will now automatically ask you to provide a specific set of files, depending on how you answer the questions we ask. 


When logging a new SR for the Agile File Manager, Attachments, Folders and Thumbnail Issues problem type in Agile PLM Framework or Agile Product Collaboration, the Guided Resolution will be triggered and you will see screens similar to the screens below:

You respond to the prompts to come to one or more solutions or to a Data Collection.

You can see all of the selections and the solution. You may also change the edit button to change your selection on any level.

Some options lead to Data Collection

You may give feedback on the Guided Resolution using the Give Feedback button

In addition, several problem types automatically ask for specific files to assist in resolving your service request specific to that problem type.  The system will provide you with a clear action plan shortly after the SR is submitted requesting files e.g screenshots, log files and diagnostic outputs. 

Automation will continue to ask you to provide any missing files, until all the needed files have been provided. At that point, your assigned engineer will be in a position to begin reviewing your issue and analyzing your uploaded files, with the intention to get you your solution faster.

For more information about Automation and how it works please review the following document:

Automated Troubleshooting Process (Document 1998077.1)