- 1. Jack Malloch Product Service Advisor Global Support
Services
2. Oracle Support Services Evolution
Call Center InternetContentCenter
-
-
- 100M web knowledge Interactions
Customer Centric Svcs
-
-
- Problem avoidance through Healthchecks & Diagnostics
-
-
- Closed loop feedback to engineer better products
3. What Sets Oracle Apart
- Global Reach and Size Scale Matters in the Support
Business
- Advanced Support Technologies
- Support of Full Technology Stack
- Lifetime Support Policy Comprehensive,
4. IntroducingOracle Premier Support 5. Rights to
FusionApplications Global Reach Advanced Support Technologies
Award-winning,world-class support Continuous Product Enhancements
Global Support for Rapid Resolution Key Elements of Premier Support
The largest, most advanced support organization in the world. 6.
Product Service Advisors
- Continuously improve the relationship between Global Product
Support and our customers.
- Work to effectively prepare our internal and external customers
with education, knowledge, tools and resources.
- Ensure rapid, effective adoption and execution of the support
programs designed to ensure customer success .
7.
- New MetaLink UI - Features
Resources, Tools, And Best Practices 8. New and Improved
MetaLink User Interface 9. New User Interface - Features
-
- Improved and simplified navigation
-
- More real estate for viewing articles
- Improved Quick Search capabilities
10. New User Interface 11. New User Interface 12. New Quick
Search Capability
-
- Get the exact answers you need
- Search in all categories (like original Basic search)
- Or search in specific categories
-
- Knowledge Base Document ID #
13. New Quick Search Capability 14. Quick References for
MetaLink Basics Revised On Demand Seminars due in Feb 06
http://www.oracle.com/support/seminars.html In MetaLink, first
click Help Next click Global Help 15. MetaLink Support Diagnostic
Tools 16. Improved Navigation, Organization, and Structure for the
Knowledge Base The Knowledge Browser 17.
-
- Check and document setups
-
- Avoid problemsproactively
-
- Decrease setup, install, and upgrade times
-
- Identify multiple issues in one test
-
- Increase self-service efficiency
-
- Reduce time-to-resolution
- User-friendly tools available
-
- Support Diagnostics for E-Business Suite Applications
-
- Database Remote Diagnostics Agent and Database scripts
-
- Applications Server Health Checks
- MetaLink -> Knowledge / Knowledge Browser
Support Diagnostics 18.
-
- Check and document setups
-
- Avoid problemsproactively
-
- Decrease setup, install, and upgrade times
-
- Identify multiple issues in one test
-
- Increase self-service efficiency
-
- Reduce time-to-resolution
- User-friendly tools available
-
- Support Diagnostics for E-Business Suite Applications
-
- Database Remote Diagnostics Agent and Database scripts
-
- Applications Server Health Checks
- MetaLink -> Knowledge -> Knowledge Browser -> Support
Tools -> Diagnostic Tools
Support Diagnostics 19. Support Diagnostics Installation Guide,
Note 167000.1, and key links Good Overview 1 2 3 All released
diagnostics,both DB & Apps, Note 178043.1 20. Support
Diagnostics Remote Diagnostic Agent 21. Remote Diagnostic Agent
-Note: 314422.1
- RDA is a set of scripts used to gather detailed information
from an Oracle environment.
- The scripts are focused to collect information, that will aid
in problem diagnosis.
- RDA is essential for the following types of tars:
-
- Database performance issues
-
- Installation/configuration issues
-
- ORA-600, ORA-7445, and ORA-3113 errors
-
- Upgrade, migration, and linking issues
DB / Server Diagnostics 22. Remote Diagnostic Agent 4.1
SUN05_start.htm 23. Remote Diagnostic Agent 4.1 Select an Index
item 24. Remote Diagnostic Agent 4.1 Choose a Subtopic Opens a menu
ofdetailed reports 25. Remote Diagnostic Agent 4.1 Last Error Trace
File Paste an Oracle trace file portion containing error codes and
search the database for possible matches RDBMS Log/Trace Files 26.
Ora-600 Error Lookup by Argument
- ORA-600 errors are raised from the kernel code of the Oracle
RDBMS software when an internal inconsistency is detected or an
unexpected condition is met.
- The ora-600 tool was developed to help users address these
errors
- Look up the definition based on the first argument of the
ORA-600 error and have the option to search the database for
possible matches.
- Upload an Oracle trace file containing an ORA-600 or an
ORA-7445 error and have the option to look up the definition or
search the database for possible matches
DB / Server Diagnostics 27. ORA-600/ORA-7445 Error Lookup by
Argument
- ORA-600 errors are raised from the kernel code of the Oracle
RDBMS software when an internal inconsistency is detected or an
unexpected condition is met.
- ORA-7445 errors are raised by an Oracle server process when it
has received a fatal signal from the operating system.
- The ORA-600/ORA 7445 tool was developed to help users address
these errors
- Look up the definition based on the first argument of the
ORA-600 error or failing function of the ORA-7445 error and have
the option to search the database for possible matches.
- Upload an Oracle trace file containing an ORA-600 or ORA-7445
error and have the option to look up the definition or search the
database for possible matches
DB / Server Diagnostics 28. Ora-600 Error Lookup by Argument DB
/ Server Diagnostics 1 2 3 29. Ora-600 Error Lookup by Argument
Insert Call Stack Traceinfo pulled fromRDA Enter ORA-600argument
30. Support Diagnostics DB Scripts 31. Database Scripts DB / Server
Diagnostics 32. Database Scripts DB / Server Diagnostics 33.
Support Diagnostics DB / Server Health Checks 34. DB / Server
Diagnostics Application Server & DB Health Checks 35.
Application Server Pre/Post Install Healthchecks
36. Support Diagnostics Tools for Applications
- Support diagnostics tools is a set of tests gathering
information about the technical environment, configuration and
data. Some of these tests examine collected information, provide
feedback on this information and suggest resolution steps to solve
identified issues.
37.
-
- No updates, inserts, or deletes
-
- Sensitive customer information is not collected or
displayed
-
- Security model similar to Oracle Applications that restricts
access to information based on responsibility
-
- All released tests successfully passed Oracle security
review
Support Diagnostics Tools for Applications 38. Oracle
Diagnostics (OD)vs. Support Diagnostics
-
- Part of the standard E-Business Suite software
-
- Developed and maintained by a development team
-
- Oracle Diagnostics (OD) framework is used for Support
Diagnostics tools execution
-
- Product: Oracle Applications Manager
-
- Set of support diagnostics tools
-
- Developed and maintained by Support Diagnostics team (part of
Support)
-
- Usually executable through Oracle Diagnostics(OD)
framework
-
- Product: Support Diagnostics Project
39.
-
- Primary delivery is the java tests included in theOracle
Support Diagnostics Patchthat run in the Oracle Diagnostics (OD)
framework
-
- Download from Metalink:Patches & UpdatesorNote:
167000.1
-
- Installation / execution instructions Note: 167000.1
-
- Exceptionally , standalone tests (release 11.0, 10.7, some of
AOL tests for 11.5) run in SQL*Plus or UNIX shell environment
Support Diagnostics Tools for Applications 40. Types of Support
Diagnostics Tools
- Setup- gatheringinformation about setup relevant to a
particular product / functionality / issue,examining that
information , providing feedback and suggesting appropriate
actions
- Activity- gatheringinformation about data and configuration
relevant to a particular functionality / issue,examining that
information , providing feedback and suggesting appropriate
actions
- Collection- gatheringinformation relevant to a particular
product / functionality / issue
41.
- Login procedure - Username password is prompted for prior to
entering OD, eliminates the need to enter username/password each
time a test is run
- Diagnostic tools search - Search by product and entered
keywords
- Batch Process - Allows for multiple tests to run concurrently,
multiple products and multiple tests may be selected
- Upload to Oracle Support Services - Enables possibility to
upload a test output directly to Oracle Support Services
- LogViewer - More user-friendly (user still can only view logs
of his/her previous executions)
- Saving Output - Simplified way to save the diagnostic tool
output
Features of the Latest Diagnostics 2.3 42. How To Install And
Set Oracle Diagnostics And Support Diagnostics
- Oracle Diagnostics are part of the standard product and so they
are automatically installed BUT it is necessary to install the
Support Diagnostics Patch to get all available support diagnostics
tools.
- When the Support Diagnostics Patch is installed, Oracle
Diagnostics 2.3 are installed as well
- BeforefirstSupport Diagnostics Patch
installation,patch3636980MUSTbe installed to register Support
Diagnostics in Oracle Applications
- NO setup stepsare necessary to have Oracle Diagnostics and
Support Diagnostics up and running
- All details are described inNote: 167000.1
43. Support Diagnostics Updates
- Support Diagnostics Patch is released every other month
- To get newest version of support diagnostics tools download and
install the latest released Support Diagnostics Patch
- Current patch number can be found in theNote: 167000.1
- The Support Diagnostics Patch always contains OD 2.3. If it was
installed previously, OD 2.3 installation steps will be
automatically skipped.
44. How To Execute Support Diagnostics Tools
- All details how to execute Support Diagnostics tools are
described inNote: 167000.1
-
- Start Oracle Diagnostics by navigating to the URL where the
Diagnostics have been installed (example production
environment)
-
- Login into Oracle Diagnostics framework using Oracle
Applications username / password
-
- Choose the application for which you want to run a test, from
the drop-down list of values
-
- Click on the tab Advanced
-
- Click on the test you want to run
-
- Click on the button Run Test
-
- To open the test output click on the Report icon in the status
line
45. Applications Diagnostics ApplicationsDiagnostics 46. Sample
Applications Report Potential Issues How to fix it 47. Sample
Applications Report Period Close Problem How to fix it 48.
Supporting Documentation -Note: 167000.1
-
- General information about Support Diagnostics
-
- Oracle Diagnostics 2.3 new & enhanced features summary
-
- List of all currently available support diagnostics tools
-
- Description of all currently available support diagnostics
tools
- TabInstallation Instructions
-
- Detailed instructions how to install Support Diagnostics
Patch
- TabExecution Instructions
-
- Detailed instructions how to execute support diagnostics
tools
-
- Solutions of currently known issue
-
- Answers on frequently asked questions
49. Supporting Documentation
-
- Before first installation and execution
-
-
- Check all information under the tabInstallation
Instructions
-
- Installation / Execution related question
-
- Installation / Execution related issue
-
-
- Verify all installation steps were done as described under the
tabInstallation Instructions/Execution Instructions
50. Support Diagnostics Tools
- Support Diagnostics Tools are supported the same as any other
Oracle product
- In case of an installation / execution issue, a Service Request
(SR) for productSupport Diagnostics Projectshould be logged
51. Escalations Bringing Management Attentionto your Service
Request 52. Escalation Process Support Representative Manager /
Escalation Manager Senior Manageror Director V.P. or Executive
Customer Call US: 800 223 1711 Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html 53. Escalation Process
Note 199389.1 54. Summary
- Use My Headlines to keep up to date
- Use the Knowledge Browser
- Run Diagnostic Tests for DB, Server, and Applications
bothproactively& reactively
- Implement the Escalation Process when necessary
- Provide feedback to help us keep improving MetaLink
- Take advantage of upcoming free webcast seminars
55. Upcoming Internet Seminars
http://www.oracle.com/support/seminars.html
- 24-Jan-2006 -Working Effectively with Support
- 25-Jan-2006-Support Diagnostic for E-Business Suite 11i -Basic
(3 time slots available)
- 26-Jan-2006 -Introduction to MetaLink
- 01-Feb-2006 MetaLink My Configs & Projects
- 07-Feb-2006 -Introduction to MetaLink
- 08-Feb-2006 -Support Diagnostic for E-Business Suite 11i
-Advanced (3 time slots available)
- 09-Feb-2006 -Working Effectively with Support
- 15-Feb-2006 -Advanced MetaLink
56. Quick Reference
- MetaLink:http://metalink.oracle.com/
-
- WEWS User Guide Doc ID:166650.1
-
- Diagnostic Tests Catalog-232116.1
-
- Escalation Process Doc ID:199389.1
- Severity Definitions and Support Policies:
http://www.oracle.com/support/policies.html
- OWC Website: conference.oracle.com
-
- Quick Tutorial located in the Quicklinks box on the right
57. Oracle Support Services oracle.com/support 58. A Q & Q U
E S T I O N S A N S W E R S