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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?

Summary

3985

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

Verify MarkView SSI is up and running:

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

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