MarkView Self-Service Invoice - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Self-Service Invoice?

Applies To

• ERP system: Oracle.
• MarkView version: 6.x and later.

Overview

MarkView Self- Service Invoice ( SSI ) lets employees create invoices through a simplified, configurable browser-based interface. Fully integrated with the MarkView for Accounts Payable Non- PO Workflow, SSI enables employees, with minimal or no invoicing experience, to submit their invoice and follow-up documentation quickly, allowing de- centralized invoices to leverage the benefit of faster entry and automated workflow processing.

An employee can use SSI for:

• Check requests
• Recurring Utility Payments
• Charitable Donations
• Overbilling

Troubleshooting Steps

If you encounter an issue with SSI, please perform the following steps:

General Troubleshooting Steps

Check pre-requisite software

• Ensure your version of Oracle Applications is supported for use with SSI by checking the appropriate MarkView product documentation for the version of MarkView in use. Please note that support for SSI with Oracle R12 was not added until MarkView 7.1 and later releases.
  • For MarkView versions prior to 7.0, check the supported platform compatability matrix document appropriate to your MarkView release.
  • For MarkView version 7.0 and later, check the Cross Platform Compatibility Matrix
• Check third party requirements to make sure that they are supported with MarkView SSI.
  • MarkView All Components - Supported versions of third party products

Verify MarkView SSI is up and running:

• Log on to your Application Server and verify that the SSI OC4J/Deployment is in a running state.
• Verify that SSI has properly started by browsing to a URL of the form: http://server:port/ssi/

  Note: replace 'server' and 'port' in the example with your actual values).

Troubleshooting MarkView SSI related issues:

• Enable debug logging by following the steps in the section titled 'Logging' (below), and then reproduce the issue. After the issue is reproduced log a case with Kofax MarkView Technical Support and upload the following information:
  • The debug SSI log files.
  • Screen shots showing the issue and steps to recreate the issue.
  • Whether this occurs in your non-production, production, or all environments.
  • Whether this just began occurring, and if so, what changes were made in your environment recently (patches/service packs/fix packs applied in Oracle, MarkView or both, etc).

Logging

Enable Debug Logging:

• MarkView 8.1.x:
  • Set the SSI_LOGGING_LEVEL preference to DEBUG.

    Note: In version 8.1.x, you do not need to re-pack, re-deploy or restart the application.

• MarkView Versions 7.1-8.0.x:
  • Set the SSI_LOGGING_LEVEL preference to DEBUG.
  • Restart the MarkView SSI OC4J/Deployment.
• MarkView Versions 6.x to 7.0.x:
  • Set the SSI_LOGGING_LEVEL preference to 4.
  • Restart the MarkView SSI OC4J/Deployment.

Disable Debug Logging:

• MarkView version 8.1.x:
  • Set the SSI_LOGGING_LEVEL preference to ERROR.

    Note: In version 8.1.x, you do not need to re- pack, re-deploy or restart the application.

• MarkView Versions 7.1-8.0.x:
  • Set the SSI_LOGGING_LEVEL preference to ERROR.
  • Restart the MarkView SSI OC4J/Deployment.
• MarkView Versions 6.x to 7.0.x:
  • Set the SSI_LOGGING_LEVEL preference to 0.
  • Restart the MarkView SSI OC4J/Deployment

Log File Location

• All MarkView versions:
  • File location: All MarkView Components - Log File Locations
  • File name: mvssi.log.

Impact of Debug Logging

• The SSI log file will grow to 5000KB and will keep 3 backup copies of the log file before automatically overwriting them. In this case the maximum hard drive space taken up by SSI is 15000KB. If the log file exceeds the maximum size it will automatically overwrite the oldest information.

Keywords: SSI,self service,self