We’ve recently resolved a couple of HCM issues for our clients that we think really demonstrate why experience counts when it comes to managed services.
With our wealth of HCM / Payroll expertise and superior technical capabilities, underpinned by a pedigree for Managed Services delivery, our Support team are able to leverage years of experience working within the Oracle Support framework, to drive your issue forward.
If you want to know what we can do to help you, drop us a line.
There’s never a good time for a product bug, but when it affects your ability to meet a legal reporting obligation for P60 generation, it’s reassuring to know your Claremont Managed Services team are on hand. Within 5 days we resolved a major issue that could have resulted in financial penalties from HMRC.
- We identified a unique data scenario resulting in a failure of the production in P60’s for 25,000 employees
- Provided focused input to My Oracle Support, identifying the exact line of seeded code causing the issue
- Worked within the My Oracle Support Framework to ensure a standalone patch was available
- Liaised with Oracle development to ensure the patch would fix the issue
- Had an alternative “worst case scenario fix” if an Oracle fix was unavailable within the legislative timeline
- Patched a test environment
- Guided the client through testing, patched production and supported the client through the production of P60’s
A client had been developing an Alert internally, alongside their previous Managed Service provider, for five months. They had hit an issue where the text contained in the Alert was not as expected. An SR was raised with Oracle; the internal team triaged and attempted to resolve for 5 months.
With little progress being made Claremont was asked to look at the issue as part of their Managed Service Transition. Within eleven minutes the issue was identified and a resolution provided.
The Alert text contained special Microsoft characters for “, – and ‘ resulting in the Alert failing.
Our experienced consultants had seen this issue previously, identified a fix and passed this knowledge to the internal team.
So how do you drive a core Product bug to resolution within 5 working days?
Step 1: Qualify the Issue
Conduct a functional review, understanding user expectation and documented functionality vs. actual system results. Where core product does not conform…
Step 2: Engaging with Oracle Support
As the source of any formal resolution, it’s vital to log the issue as soon as it has been qualified.
Step 3: Do the ‘Leg Work’
Provide as much supporting collateral as possible. The more that can be provided now, the less time is lost finding it later
- Check MyOracleSupport (MOS) for known issues and potential resolutions. Search variations of your problem description for a wider search area. Don’t be afraid to confirm possible solution already tried, that have NOT been successful.
- Anticipate requests for information, uploading HCM Technical Analyzer (1562530.1) & Application Diagnostics output to confirm Product Set, Patch Levels etc. Provide Concurrent Program Output/Log files (where appropriate) for issue specifics.
- Provide compelling evidence of the issue. Give clear, consist replication steps include responsibilities, navigation paths and screen shots.
- Give a clear state of impact including employees affected, business impact with cost and/or implications of failure, as well as any deadlines. A support analyst should be in no doubt that your issue is both urgent and important, requiring swift and sustained response.
Step 4: Keep Investigating
Conduct a technical walk through of code in/around the issue. Whilst this may duplicate some effort, you may also uncover something Oracle Support haven’t seen yet.
Step 5: Be Prepared
With time of the essence, preparation is the key, whether it be for
- A resolution, which can be tested, approved and transitioned through into Production
- A contingency, documenting a case to negotiate for more time and/or creating a temporary workaround
In our case, a technical walkthrough of associated packages and the execution of individual queries confirmed the existence of a bug. Our findings were then documented back to Support, cross-checked and progressed through to Oracle Development for a resolution.
With dependencies still with Oracle Development to meet our deadline, we continued to finalise contingency plans for technical and manual workarounds … though fortunately, neither were ultimately required.
Adrian is responsible for the delivery of all things from a HCM technology perspective. Developing add-ons to E-Business Suite and Fusion Applications as well as consulting, managed services and providing strategic advice to a broad range of clients. Adrian’s role is to ensure that Claremont’s clients get the best possible return when using any of Oracle’s HCM suite of products.