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After analysis by our support teams, it was determined that the incident resulted from a configuration issue. The configuration issue has been resolved and production use of your Eloqua Instance has been restored. Oracle is also reviewing the monitoring, alerting and standard operating procedures related to the incident. After these reviews are completed, additional appropriate corrective actions identified during the reviews will be taken.

 

This issue affects users on Pod3.

 

To determine if you are on Pod3:

Log into Eloqua as you normally do

Look at the browser URL once you are logged in

Pod3 URL has the following format - secure.p03.eloqua.com...... (note:  03 included in URL)

Eloqua Insight includes many of the common reports and dashboard that marketers need to report on campaign and contact activity, database reach and marketing ROI.  There are times when a more customized view of your data is needed.  Users with an Analyzer license for Insight can create custom reports and dashboards that can report on a number of different marketing metrics.  There are many good resources available to learn about using Analyzer.

 

 

What do I do if the attributes or metrics I need are not available?

In the situation where you find the available attributes and metrics in Insight don't meet your reporting needs please open a feature request with our Support Team.


What do I do if my reports timeout?

Reduce the scope of the data that is included in the report.  For example, if the report generation times out when running a report for all campaign activity over the last 18 months, try reducing the time span of the report and run it as separate reports, one for each time period.  A single detailed report over a long time period can have tens of millions of records, depending on the data, which can timeout.  Alternatively, the bulk API can be used to extract contact, account or custom data.

After analysis by our support teams, it was determined that the incident resulted from a configuration issue.

 

We are working on resolving configuration issue and restoring production use of your Eloqua service.

 

Oracle is also reviewing the monitoring, alerting and standard operating procedures related to the incident.

 

After these reviews are completed, additional appropriate corrective actions identified during the reviews will be taken.

 

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**Update**

Monday, June 10th, 3:45 pm EDT (UTC -4)

 

The issue began at 8:00 am and was resolved at 11:50 am EDT.

 

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After analysis by our support teams, it was determined that the incident was the result of a software bug in an Oracle Program, which has been repaired by our Product Engineering Team and deployed to the Eloqua Platform. Oracle is also reviewing the monitoring, alerting and standard operating procedures related to the incident. After these reviews are completed, additional appropriate corrective actions identified during the reviews will be taken.

Recently a change was made to how email opens where calculated in Eloqua Insight to remove discrepancies between operational reports viewed through the Eloqua client vs. when viewed in Insight.  The change meant that users would see higher unique open rates than before because the calculation is now based on a wider set of touch points.   An unintended side effect of this is that users may also see a high number of opens attributed to unknown visitors in cases where those visitors cannot be tied back to contacts in the database.   In this case, all of those opens are attributed to a single unknown visitor, which means that it is more likely that users will see lower unique open rates than before.  This change has caused a problem for many customers who look at trending data on open rates.

 

This change will be reverted the week of June 3rd, back to the original way of calculating open rates.  This means there will occasionally be a minor difference between the open rate in an operational report viewed through the Eloqua client vs. when viewed in Insight.

 

A feature request has been opened to properly address the difference between the data in the operational report and Insight.  This feature request is targeted to be delivered in July, 2013.

 

For more information and a detailed description of how most metrics in Insight are calculated please refer to http://topliners.eloqua.com/community/know_it/blog/2012/07/31/eloqua-insight-report-details-guide

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**Update**

Tuesday, June 4th, 5:15 pm EDT (UTC -4)

 

We are targeting the fix for tonight, after 8 pm EDT.

 

A further update will be posted tomorrow morning.

 

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**Update**

Wednesday, June 5th, 12:00 pm EDT (UTC -4)

 

The fix was implemented yesterday evening.

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