Define the failing step
'The integration does not work' might mean a missing subscription, inactive account, expired token, restricted outlet, wrong revenue centre or a genuine endpoint issue. Record the exact failure stage before changing anything.
Version and entitlement checks
Confirm the Simphony Enterprise and relevant R&A releases, API subscription and supported deployment model. Use the version and licensing checklist to avoid guessing.
Account and authentication checks
Oracle's API account instructions separate account type, client scope and location permissions. Review token validity under the documented OAuth flow.
Share redacted error codes and timestamps, not passwords or live tokens, with support teams.
Access works but the check does not
A successful API authentication does not establish correct outlet, revenue-centre or table mapping. Oracle's Checks API operates in a specific revenue centre. Use a controlled check to verify the right location and exception behaviour.
Route each symptom to the right owner
If an API account cannot be created, investigate entitlement or administration permissions. If authentication fails, check the endpoint, client scope and token state. If authentication succeeds but a check cannot be opened, inspect the location, revenue centre, workstation and operation parameters. Reporting all three as one generic outage slows diagnosis.
A useful support ticket includes a timestamp, redacted error code, affected outlet, attempted operation and expected result. Never attach live secrets. After a fix, repeat the same controlled operation and record the outcome.
Escalate with evidence
If the authorised team cannot resolve the issue, open a support ticket with environment details, affected outlet, redacted error, timestamp and steps to reproduce. For unclear licensing or a generic refusal, use the written provider request.
Official Oracle references
Oracle Simphony integration programme · STS Gen2 API · API Accounts.
