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MarkView Automated Actions - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Automated Actions?

Summary

13644

Applies To

  • ERP System: Oracle
  • MarkView Versions: MarkView 9.1 and Higher

Overview

  • The Automated Actions functionality was previously part of Advisor, because Advisor is no longer present in MarkView 9.1 and higher (Advisor has been replaced with Kofax Analytics for MarkView), this functionality is now available as part of MarkView for Accounts Payable (Navigate to Kofax MarkView Home > Administration > Automated Actions).
  • MarkView for Accounts Payable includes the following Automated Actions configuration options that enable employees to set up the system to automate some actions:
    Escalate: Automatically moves an invoice requiring attention from the employee who retrieved the invoice to the next person in the hierarchy for invoice processing when an invoice meets the configured criteria.
    Increase Priority: Automatically increases the priority of any invoice that has an associated MarkView document when an invoice meets the configured criteria.
  • In MarkView 9.1 and higher, a number of changes have been made for Automated Actions:
    • Two new groups were added:
      1. ACTIONS ADMINISTRATOR has access to Automated Actions menu and Automated Actions Configuration page (Note: ADMIN user is a default member of the group).
      2. ACTIONS MANAGER replaces the ADVISOR FINANCE MANAGER group, which enables a user to perform actions on Invoices as explained above (ie. Escalate, Increase Priority).
    • Also the “ACTIONS MANAGER” AUSS user profile has been created and mapped to the ACTIONS MANAGER group by default.
    • New ACTIONSYS user is a default member of the group ”ACTIONS MANAGER”. This user replaces ADVSYS user and acts as a user to alert Automated Actions.
    • A new “automated-actions.log” log file has been created that can be checked for any issues related to the application functionalities.

Troubleshooting Steps

  • The first step in troubleshooting Automated Actions is always to attempt to reproduce the Automated Actions issues in your Non-Production environment then try to determine where the issue is.
  • First try to use the Escalate and/or Increase Priority functionality manually in the MarkView Viewer. If there is a problem with a specific item the Viewer may display an error message indicating what the problem is.
    • If you are able to successfully Escalate/Increase Priority manually then we will need to investigate the Automated Actions functionality.
      • From MarkView Home navigate to Administration > Automated Actions and confirm that the queues and hours you want Automated Actions to apply to are configured.
      • Confirm that the ACTIONSYS MarkView User belongs to the ACTIONS MANAGER MarkView Group. The ACTIONSYS user is the user who is responsible for performing the Automated Actions. If this user does not have the appropriate privileges then the Automated Actions will fail.
      • Run the test_automatic_escalation.sql or the test_automatic_increase_priority.sql script attached to this Knowledgebase Article. These scripts will prompt for a specific MarkView WorkitemInstanceID and will attempt to escalate or increase priority for that workitem. Please note that these scripts perform a Rollback so the action will not actually take place however if an error occurs the script should output the error message.
        • Additionally, for issues where “Escalate” doesn’t move an invoice to the expected user, you can generate the “Hierarchy and Approval Limit” from the support tools to check the limit and preferences related to this user and invoice.
    • If the above steps do not resolve the issue we will need to enable the debug logging as described under the “logging” section below.
  • If the application log file doesn’t show any errors or doesn’t log any messages, please check the server log files.

Logging

Enable Debug Logging

  • MarkView 9.1 and higher
    • Database Level Logging
      • Set the MV_LOG_DESTINATION preference to TABLE
      • Set the MV_LOG_LEVEL preference to ALL
    • Application Server Logging
      • Set the following preferences to DEBUG at a system level
            AUTOMATED_ACTIONS_LOGGING_LEVEL
Note that the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed.

Disable Debug Logging

  • MarkView 9.1 and higher
    • Database Level Logging
      • Set the MV_LOG_LEVEL preference to OFF
    • Application Server Logging
      • Set the following preferences to WARN at a system level
            AUTOMATED_ACTIONS_LOGGING_LEVEL
Note that the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed.

Log File Location

Keywords: Automated Actions, Escalation, Increase Priority, ACTIONSYS

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