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Siebel Support Blog

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By Biljana Savic, Oracle Proactive Support

 

We are pleased to announce that our first automated verifier – Siebel Diagnostic Assistant for Installation -- is now available for customer use.

 

The utility can be downloaded from the following document:  Siebel Diagnostic Assistant (SDA) for Installation (Doc ID 2054907.2).


sda.jpg

 

What does SDA include?

Version 1 of the SDA tool includes OUI (Oracle Universal Installer) checks for pre-install and post-install tasks.  We plan to extend this to additional areas in the coming months.

 

The pre-install checks are run on the environment where Siebel is/will be installed and checks Operating System version, JRE version and JRE bit version.

 

The post-install checks will review your installation related log files (oraInstall*.err, ActionsInstall*.log, opatch*.log, *cfg*.log, NameSrvr.log) and identify potential problems along with suggested actions.  These findings are based on the top installation related issues reported by customers.

 

How does it work?

Installing the Siebel Diagnostic Assistant is easy.  You simply have to download the utility and unzip it on the machine to be checked.

 

SDA offers 2 execution methods:

 

  • Menu-driven command line interface
  • Web User Interface

 

Going between menu options is intuitive and all that is required from user is the location of the relevant log files.  The utility checks all the logs provided, identifies potential issues, and suggests appropriate actions for each error found.

 

For example, if the SDA tool finds OUI-10091 error, it will tell you that this error may be encountered on hosts that do not include an existing Gateway Server installation. It will then refer you to read Note:1503261.1 for more information and steps to remedy the problem.

 

Who should use it?


If you are you installing a new Siebel server or applying a patchset to an existing Siebel environment, this is a tool for you!


For more information about the Siebel Diagnostic Assistant please refer to the Siebel Diagnostic Assistant (SDA) for Installation (Doc ID 2054907.2) article on My Oracle Support.



Earlier this month, we discussed how providing the right information / files at service request creation can substantially improve the time it takes to resolve issues logged with the Siebel technical support team.  For that discussion, please seeRight Information Equals Faster Resolutions to Service Requests.  During the next few blog updates we would like to explore some best practices around file attachments beginning with how the attachments are named.

 

It is important to understand that in most cases it is best to simply attach the file with the exact name it already has on the system unless the support engineer has specifically requested you rename it.  For example, it is generally not necessary or advisable to rename the siebns.dat file, .srf files, configuration files, or log files.  The internal systems we use have various tools that can help speed up the analysis of many files but they rely on the files having predictable names.  Even when these tools are not available for a specific situation, the support engineer will be looking for specific naming conventions and -- especially when many files have been attached -- significant time can be lost in trying to figure out what "attachmentA.txt" really was.  The same concept applies to changing the extension on the file.  If you are attaching "siebel.cfg" do not rename it to "siebel.txt" or some other extension.  It just confuses things and can add unnecessary delay into the resolution process.

 

Now in some cases you may need to attach the same file from different systems or from different times.  In these cases you will need to modify the name since My Oracle Support (MOS) will not allow you to attach two files with the same name to the same service request.  In these cases, a best practice is to add some additional info immediately before the period ('.") preceding the extension.  Do not add the information at the beginning of the file name or after the extension.  For, example if you need to attach multiple copies of "siebel.cfg" you might name them as:

 

  • siebel_a.cfg
  • siebel_b.cfg
  • siebel_c.cfg

 

When you do rename files in this manner, it is helpful to include a clarifying note either on the upload screen or in a separate note on the service request so that we know what _a, _b, and _c are.  You can also use dates (avoid slashes in the name), the machine name, "new", "original", etc. to help clarify what makes this siebel.cfg different from another siebel.cfg file you have attached.

 

Finally, sometimes you may be asked to attach files which do not have preset names in the system.  Some examples of this would be screenshots, detailed description of your architecture, reports, etc.  In these cases leave the file extension alone and try to make the name descriptive of the content of the file.  Use the notes on the file upload screen or a update to the service request to further explain what the file is.  Some good file names would be things like:

 

  • Error_Screenshot.jpg
  • Working_Screenshot.jpg
  • Development Infrastructure.doc
  • QA Infrastructure.doc

 

If you are ever unsure about the best name to attach the file with, simply ask the support engineer for guidance.  By working together we can make sure that the right files can be quickly identified and analyzed properly which ultimately leads to a faster resolution of your issue.

 

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When an issue arises in a Siebel implementation, we all have the same goal -- to get the issue resolved as quickly as possible.  If you have gone through the My Oracle Support Accreditation Process, you know that one of the items that is covered is creating a well formed and complete service request.  A key part of that is making sure that the correct files and other supporting information is provided as soon as possible (preferably at the beginning) of the service request process.  As an Oracle support engineer, I can say without hesitation that failure to share the correct information is probably the biggest preventable delay in resolving service requests.  So the question becomes what information is needed to successfully start work on a service request?

 

The answer to that question depends on the specific issue you are facing.  Siebel is a vast product with a large number of integrations and functionalities.  The specific files and information required to resolve one type of issue may be very different than those required to resolve a different issue.  So what is the solution?  Enter "Service Request Data Collection" documents or SRDCs.

 

SRDCs are a special type of knowledge document in My Oracle Support that outlines the specific files and other information that a Siebel support engineer needs to begin EFFICIENTLY working on your issue.  SRDCs are available in a number of areas at this time and we are constantly adding new ones.  These special documents are created by experienced support engineers in their areas and reviewed by recognized subject matter experts within the Siebel Support organization.  For example, if you are experiencing a crash situation on a Windows server, you would probably want to take a look at DocID 1630675.1 -- "SRDC - What data does Oracle Support need to troubleshoot a Siebel Application crash on Windows?".  

 

SRDCs can come up in several different ways:

 

  1. You can do a search on the keywords SRDC Siebel to find all available SRDCs.
  2. During your service request creation process you may be guided to an SRDC.
  3. The support engineer assigned to your service request may refer you to an SRDC.

 

As always we appreciate your feedback and comments on any knowledge document and that includes SRDCs.  You may use the links provided on the actual SRDC or start a thread within the appropriate Siebel My Oracle Support Community.

 

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Oracle Corporation
ADVISOR WEBCAST: Siebel SSO Integration with OAM 11g

PRODUCT COMMUNITY: Siebel CRM

Schedule:

  • Thursday , August 27, 2015 08:00 AM (US Pacific Time)
  • Thursday , August 27, 2015 11:00 AM (US Eastern Time)
  • Thursday , August 27, 2015 05:00 PM (Central European Time)
  • Thursday , August 27, 2015 08:30 PM (India Standard Time)

Abstract:

This one hour session recommended for technical users to know overview of setup steps for Siebel SSO integration with OAM 11g.

Topics Include:

  • Siebel SSO architecture
  • Supported OAM servers and webgate details with Siebel
  • Installing/configuring OAM 11g servers
  • Installing OAM webgate for Siebel web server
  • Registering Siebel web servers with OAM server
  • Updating SSO parameters at Siebel side
  • Validating Siebel SSO with OAM 11g integration
  • Issues and Troubleshooting

Duration: 1 hr

Current Schedule and Archived Downloads can be found in <<Note 740966.1>>

WebEx Conference Details

Topic: Siebel SSO Integration with OAM 11g
Event Number: 597 582 515
Event Passcode: Siebel

 

Register for this Advisor Webcast: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=597582515&t=a

 

Once the host approves your request, you will receive a confirmation email with instructions for joining the meeting.

InterCall Audio Instructions

A list of Toll-Free Numbers can be found below.

  • Participant US/Canada Dial-in #: +1-855-296-0558    
  • International Toll-Free Numbers
  • Alternate International Dial-In #: +1-765-889-6767
  • Conference ID: 86388205

VOICESTREAMING AVAILABLE

 

 


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Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, Redwood Shores, CA 94065, United States

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Among the many enhancements to the Siebel product in Innovation Pack 2015 (Siebel 15) is the introduction of a new jQuery based charting solution to phase out and eventually replace the existing NetCharts integration.  The implementation  is somewhat limited at the moment, but provides a strong framework to build upon in upcoming releases.

 

Key Strengths

 

  • Charting solution is based on industry standard jQuery framework.
  • Platform independent.
  • Easily customized in the browser.
  • Allows for the use of other jQuery libraries.

 

Current Limitations

 

  • Only supports 2D and 3D bar charts currently.  Other types of charts will be supported in the future but for now they will still be generated through NetCharts.
  • OpenUI framework only.

 

For more information, please see both the functional and technical Transfer of Information (TOI) presentations.  For instructions on how to access these TOIs, please refer to my earlier blog post Siebel IP2015 -- Check out the TOIs!

 

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Oracle Corporation
ADVISOR WEBCAST: Preparing Certificates for SISNAPI Encryption in Siebel

PRODUCT COMMUNITY: Siebel CRM

Schedule:

  • Thursday , June 18, 2015 08:00 AM (US Pacific Time)
  • Thursday , June 18, 2015 11:00 AM (US Eastern Time)
  • Thursday , June 18, 2015 05:00 PM (Central European Time)
  • Thursday , June 18, 2015 08:30 PM (India Standard Time)

Abstract:

This one-hour advisor webcast is recommended for system administrators, integrators, and others who install and set up Siebel enterprises. We will discuss preparing the required certificate files for SISNAPI encryption between the Siebel servers in the enterprise. This presentation will NOT cover setting up TLS/SSL/HTTPS communications between end users and the Siebel Web Server Extensions (SWSE).

Topics Include:

  • What is SISNAPI Encryption
  • Certificates Needed
  • Server Certificate and Key
  • Certificate Authority Certs
  • Setting the Parameters
  • Strong Encryption Pack?

Duration: 1 hr

Current Schedule and Archived Downloads can be found in <<Note 740966.1>>

WebEx Conference Details

Topic: Preparing Certificates for SISNAPI Encryption in Siebel
Event Number: 594 914 245
Event Passcode: Siebel

 

Register for this Advisor Webcast: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=594914245&t=a

 

Once the host approves your request, you will receive a confirmation email with instructions for joining the meeting.

InterCall Audio Instructions

A list of Toll-Free Numbers can be found below.

  • Participant US/Canada Dial-in #: +1-855-296-0558    
  • International Toll-Free Numbers
  • Alternate International Dial-In #: +1-765-889-6767
  • Conference ID: 44948039

VOICESTREAMING AVAILABLE

 

 


Copyright ©  2015, Oracle. All rights reserved.

Contact Us | Legal Notices and Terms of Use | Privacy Statement

Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, Redwood Shores, CA 94065, United States

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Oracle Support knows your time is valuable, and we have tools and features available to help you resolve your product issue as quickly and efficiently as possible. We have incorporated several new features to help speed Service Request (SR) resolution time for common types of software issues.

 

Siebel has resources and tools specifically designed to help you resolve your issue and get answers quickly, and without the time commitment of opening a Service Request (SR). Troubleshooting Assistants, Performance Advisors and Diagnostic Agents are just a few of the tools you will find linked in the Successful Service Requests for Faster Resolutions document.

 

No matter how proactive you are, there will still be times that issues occur that you cannot prevent or questions that require answers. As an Oracle customer, you have multiple channels to connect with the Oracle Support team and a multitude of resources to help resolve issues or answer questions. Oracle continues to enhance and broaden the capabilities and tools to help resolve issues faster. The document ‘Successful Service Requests for Faster Resolutions’ (Doc ID 1993795.1) outlines best practices when it comes to creating and working with a Service Request (SR) to enable speedier resolution times. The document also overviews our new Guided Resolution tool which uses logic, based on your specific situation to help guide you to existing Knowledge Management (KM) solutions.

 

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As part of Siebel Innovation Pack 2015 / Siebel 15, Oracle is pleased to announce the availability of the new Siebel Composer (also sometimes referred to as Siebel Web Tools) in a developer preview mode.  Siebel Composer radically changes how Siebel developers work with and customize their Siebel implementations by eliminating the need for localized .srf files and web templates.  Instead Siebel applications will rely on table based metadata that is loaded into memory at user login.  It also moves to a web based IDE for developers rather than the current Siebel Tools client based approach.  The end result is a much more agile development platform with significantly reduced deployment effort, minimized downtime for users, and an overall improved experience for developers, users, and management.


The developer preview mode supplied in Siebel 15 is NOT intended for production use and has a number of significant limitations.  It is being provided to Siebel developers to allow them to "kick the tires" and begin to get to know the product in preparation for Siebel Composer's general release in an upcoming Innovation Pack.  We would love to hear about your experiences with the product and any ideas you may have for making it the best tool it can be.  Please share your thoughts as comments to this blog entry or post a discussion in Siebel Tools & Scripting - SBL (MOSC)


As a starting point for learning about Siebel Composer, we would suggest you view the "Innovation Pack 2015 TOI:  Siebel Composer Functional Overview."  For instructions on how to access this -- and other -- Transfer of Information presentations, please see our previous blog post Siebel IP2015 -- Check out the TOIs!



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Oracle announced the release of Siebel Innovation Pack 2015 (Siebel 15.0) at the beginning of last week.  Community members are encouraged to begin evaluating this release and implementing it as soon as possible.

 

The Transfer of Information (TOI) video presentations are a great source of initial information.  I would especially suggest the 30 minute TOI by John Bedford entitled "Innovation Pack 2015 TOI: Siebel Release Overview."  This presentation gives a good high level overview of the release and highlights a number of key benefits and enhancements.  To access this and other TOIs, start by going to the "Get Proactive - Oracle Applications TOI (Transfer of Information) Online Training (Doc ID 732026.1)" page on My Oracle Support. 


Select "Siebel" in the Product Line drop down which should open up a new page on Oracle University's iLearning system:



In the Search window, enter "Innovation Pack 2015" (without the quotes) and click on the Go button.  This will bring up a partial list of results:


Click on the "See all 25 results in Self-Paced Topics" to view the entire list of TOI presentations.  John's Siebel Release Overview presentation is towards the bottom of the list.


Please continue to check out the Siebel Support Blog for more information, hints, and advice.  We also welcome and encourage questions, comments, and suggestions about your experiences with IP2015 in the Patch Reviews - SBL (MOSC) community forum.




Get the most out of your support dollars by taking advantage of free training provided by Siebel Support experts. These one-hour live Webcasts include a Q&A session for the audience to ask questions on the product-specific topics.

 

Siebel has three upcoming Advisor Webcasts scheduled:

 

Introduction To Siebel TaskUI                                                           Thursday May 21, 2015


Email Communication using TLS /SSL on IP2014                       Wednesday May 27, 2015


Preparing Certificates for SISNAPI Encryption in Siebel           Thursday Jun 18, 2015

 

Register here for one or ALL of these upcoming Webcasts today!

 

Each Webcast is recorded to provide you with the ability to access the content on-demand -- when it's convenient for you OR so you can share it with your team.   If you missed one of our previous Advisor Webcasts, you can view and/or download the Webcast to view at your convenience.    For each completed Advisor Webcast, you will find on the Archived tab: a recording of the Webcast, PDF of the presentation and a link to the My Oracle Support Community thread that contains the Questions & Answers from the session and any session follow-up.

 

Post your feedback or questions on the community thread, too! We'd love to hear your suggestions and topic ideas about our Advisor Webcasts.

 

  

 

 

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Because software and hardware are constantly evolving, your software lifecycle will include an upgrade phase. You may need to upgrade your software because of necessary hardware upgrades. You may want to reap the rewards of the updated release’s new functional and technical enhancements - to increase efficiency and effectiveness for your business or enhance the user experience and productivity. Or, your decision to upgrade may be to align with support timelines – to assure you are on a Premiere support release (Lifetime Support Policy PDF). Often, the upgrade project is driven by mix of many factors.  Whatever your reasons for upgrading, you will want to reduce the costs and the risks associated with the upgrade. Being proactive can help you be prepared and minimize your business downtime and the risks of upgrading your system.

 

KM document “Moving on UP! Proactive Upgrades for Current ERP Systems: Oracle Applications Unlimited (1983566.1) provides information about the Upgrade and Migration Lifecycle Advisors as well as other product-specific upgrade resources available to assist you in maintaining a current and up-to-date ERP system.

 

 

Checkout the new document here.

 

 

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Oracle Corporation
ADVISOR WEBCAST: Introduction to Siebel Auditing

Schedule:

  • Tuesday , April 21, 2015 07:00 AM (US Pacific Time)
  • Tuesday , April 21, 2015 10:00 AM (US Eastern Time)
  • Tuesday , April 21, 2015 04:00 PM (Central European Time)
  • Tuesday , April 21, 2015 07:30 PM (India Standard Time)

 

Abstract:

This one-hour Advisor Webcast on Siebel Auditing is recommended for technical and functional users who are seeking an introduction to setting up auditing for their Siebel CRM application. The goal is to highlight the required steps for a successful Auditing process.


Topics Include:

  • Preparing to Audit
  • Enabling and Disabling Audit Trail
  • Understanding Audit Trail Constraints
  • Defining Business Components and Corresponding Fields
  • Specifying Parent–Child Associations
  • Verifying Your Audit Trail Configuration
  • Auditing in Action


Duration: 1 hr

Current Schedule and Archived Downloads can be found in <<Note 740966.1>>


WebEx Conference Details

Topic: Introduction to Siebel Auditing
Event Number: 598 768 949
Event Passcode: Siebel

 

Register for this Advisor Webcast: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=598768949&t=a

 

Once the host approves your request, you will receive a confirmation email with instructions for joining the meeting.

InterCall Audio Instructions

A list of Toll-Free Numbers can be found below.

  • Participant US/Canada Dial-in #: +1-855-296-0558    
  • International Toll-Free Numbers
  • Alternate International Dial-In #: +1-765-889-6767
  • Conference ID: 12167069

 

VOICESTREAMING AVAILABLE

 

 


Copyright ©  2015, Oracle. All rights reserved.

Contact Us | Legal Notices and Terms of Use | Privacy Statement

Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, Redwood Shores, CA 94065, United States

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While OpenUI offers many features, some of the familiar actions are no longer available or in mixed systems are only available to HI &/or SI clients. You can read up on this in the OpenUI IP2014 Deployment Guide (1.52 MB PDF). In most cases the controls are moot, no longer relevant.

 

For example, the 'Applet Location Layout Editor' no longer exits because views are built with HTML & CSS. The Responsive Web Design of  Siebel 8.1.1.14 automatically modifies layouts to accommodate differing devices and screen sizes. The only remaining traces are the Move Up and Move Down buttons which have already been flagged for removal in Bug 20631072.  De minimus curat UIX?


The Deployment Guide PDF lists a number of obsolete methods which have been removed for the OpenUI client and if there’s interest we’ll take a look at more of them. Since the first rule of OpenUI is openness, ActiveX support has been retired. Compatibility requires the ability to run natively, not windowed. Our recommendation is to migrate browser scripting to JavaScript Extensibility since this is supported by all browsers equally and fully and, therefore, predictably & reliably across diverse hardware and software platforms. What more could you ask for in a client?

Already available to customers with Siebel versions 8.1.1.x and 8.2.2.x, Innovation Pack 2014 is “built around themes of Business Agility, Customer Experience, and Industry Innovation”. This week we cast a technical eye onto putting these new features to work in your environment.

 

Business Agility includes Installation enhancements, such as one-step installers with a new look and feel. The technical improvements include verification through post-installation validation. This is further helped by log file cross-referencing. Custom application files are automatically applied during the Patching process which can also be easily rolled back if necessary, and a report is generated to list any file conflicts between custom and delivered files. The Configuration Wizards have also been streamlined: the on-line documentation has been consolidated for clarity and user input must pass validation checks.

 

Under the Customer Experience umbrella are UI/UX enhancements for most components and OpenUI completeness and innovation. There are Designers, Views, and a range of new and improved abilities such as as drag & drop integration with Catalog Browse. The latest Siebel Open UI Deployment Guide (Doc ID 1499842.1) contains extensive information about new features available with Open UI functionality.

 

Within the context of Industry Innovation are application-specific (a.k.a. “Vertical”) changes and enhancements, from full HTML5 compliance in ePharma to numerous work reductions and simplifications in Telco/CPQ teleco mmunications customer subscription processes. Not all Innovation is limited to a specific vertical;  Siebel Next Best Action (NBA) replaces Intelligent Offer Generation as an integration framework between Siebel CRM and Oracle Real Time Decisions (RTD) ,and includes a Siebel Call Center UI.

 

At the user operation level (in-house and customer users), OpenUI is itself a core tenet of the Innovation Pack 2014. Based in part on customer feedback, it comprises functional and product module additions and feature enhancements, offering many enhancements for Siebel users as well as for their customers. Long-time users will notice significant improvements in Calendar functionality: along with Alerts and Alarms, the Calendar can now accept drag & drop items from Applets. In Life Sciences a Contact visit record can be created simply by dragging a Contact record from a list applet onto the Calendar.

 

Along with OpenUI are such features as Connected and Disconnected Mobile Framework, a Contact Center communication panel, and other technical innovations and enhancements (not necessarily restricted to the Innovation Pack) which we’ll look more closely at over the coming weeks. Until then we look forward to your comments and feedback.

Oracle Corporation
ADVISOR WEBCAST: Siebel Product Promotions using Product Lines

PRODUCT COMMUNITY: Order Management - SBL

Schedule:

  • Thursday , February 05, 2015 07:00 AM (US Pacific Time)
  • Thursday , February 05, 2015 10:00 AM (US Eastern Time)
  • Thursday , February 05, 2015 04:00 PM (Central European Time)
  • Thursday , February 05, 2015 08:30 PM (India Standard Time)

Abstract:

This one-hour advisor webcast is recommended for technical users and functional users who work in the area of Siebel Customer Order Management. The webcast focus on Product Promotions using Product Lines.

Topics Include:

  • What are Product Lines
  • What are Promotions
  • Steps to configure Upgrade Promotion using Product Lines
  • Known issues

Duration: 1 hr

Current Schedule and Archived Downloads can be found in <<Note 740966.1>>

WebEx Conference Details

Topic: Siebel Product Promotions using Product Lines
Event Number: 591 611 432
Event Passcode:

 

Register for this Advisor Webcast: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=591611432&t=a

 

Once the host approves your request, you will receive a confirmation email with instructions for joining the meeting.

InterCall Audio Instructions

A list of Toll-Free Numbers can be found below.

  • Participant US/Canada Dial-in #: +1-855-296-0558    
  • International Toll-Free Numbers
  • Alternate International Dial-In #: +1-765-889-6767
  • Conference ID: 66874208

VOICESTREAMING AVAILABLE

 

 


Copyright ©  2014, Oracle. All rights reserved.

Contact Us | Legal Notices and Terms of Use | Privacy Statement

Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, Redwood Shores, CA 94065, United States

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Welcome to the My Oracle Support Community! We highly encourage you to personalize your community display name to make your activity more memorable. Please see https://community.oracle.com/docs/DOC-1022508 for instructions.