Jack Malloch Product Service Advisor

Jack Malloch

Product Service Advisor

Global Support Services

Oracle Support Services Evolution

Reactive• 2M New Calls (SRs)5% Online SRs

Call Center Internet Content Center

Self-Service• 225K New Calls• 95% New SRs Online• 30% Fewer total SRs• 100M web knowledge

Interactions

Customer Centric Svcs

Proactive• Problem avoidance

through Healthchecks & Diagnostics

• Closed loop feedback to engineer better products

• Increased Cust Sat

What Sets Oracle Apart

Award-Winning Support Global Reach and Size – Scale Matters in the Support

Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime Support Policy – Comprehensive, Simple and Predictable

Introducing Oracle Premier Support

Rights to FusionRights to Fusion ApplicationsApplications Global ReachGlobal Reach

Advanced Advanced Support Support

TechnologiesTechnologies

Award-winning, Award-winning, world-class world-class

supportsupport

Continuous Continuous Product Product

EnhancementsEnhancements

Global Support Global Support for Rapid for Rapid

ResolutionResolution

Key Elements of Premier Support

The largest, most advanced support organization in the world.

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.

New MetaLink UI - FeaturesThe Knowledge Browser

•Proactive DiagnosticsDatabaseApplications

Escalation Process

Resources, Tools, And Best Practices

New and ImprovedMetaLink

User Interface

New User Interface - Features

Login/Logout capability Tab/Subtab Hierarchy

• Improved and simplified navigation• More “real estate” for viewing articles

Improved “Quick Search” capabilities

New User Interface

New User Interface

New Quick Search Capability

Value to you:• Get the exact answers you need• Save time

Search in all categories (like original “Basic” search) Or search in specific categories

• Knowledge Base• Bug Database• Technical Forums

Or by a specific ID #• Knowledge Base Document ID #• Service Request #• Error Code• Patch #

New Quick Search Capability

Quick References for MetaLink Basics

Revised On Demand Seminars – due in Feb ’06http://www.oracle.com/support/seminars.html

In MetaLink, first click “Help”

Next click “Global Help”

MetaLinkSupport Diagnostic Tools

Improved Navigation, Organization, and Structure for the Knowledge Base

The Knowledge Browser

Value to you:• Check and document setups • Avoid problems proactively• Compare environments• 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

Value to you:• Check and document setups • Avoid problems proactively• Compare environments• 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

Support Diagnostics

Installation Guide, Note 167000.1, and key links

Good Overview

1

2

3

All released diagnostics, both DB & Apps, Note 178043.1

Support Diagnostics

Remote Diagnostic Agent

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 • Corrective issues

Sample RDA Version 4.1

DB / Server Diagnostics

Remote Diagnostic Agent 4.1

SUN05_start.htm

Remote Diagnostic Agent 4.1

Select an Index item

Remote Diagnostic Agent 4.1

Choose a Subtopic

Opens a menu of detailed reports

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

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

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

DB / Server Diagnostics

1

2 3

Ora-600 Error Lookup by Argument

Insert Call Stack Trace info pulled from RDA

Ora-600 Error Lookup by ArgumentEnter ORA-600

argument

Support Diagnostics

DB Scripts

Database Scripts DB / Server Diagnostics

Database Scripts DB / Server Diagnostics

Support Diagnostics

DB / Server Health Checks

DB / Server Diagnostics Application Server & DB Health Checks

Application ServerPre/Post Install Healthchecks

Processor type Processor speed Network Memory Memory for MDR + IM Memory for IM only Memory for MDR only Memory for J2EE Memory for Portal Memory for BI&Forms Disk Space Space for Infra Space for J2EE Space for Portal Space for BI&Forms Space for Dev Kit Space in tmp Swap space Monitor colors Operating system Errata for RH 2.1 Kernel version

glibc version gcc pdksh openmotif sysstat compat-glibc libstdc++ setarch gnome-libs compat-gcc compat-libstdc++ compat-libstdc++-devel compat-gcc-c++ gcc_old gcc and gcc++ links hugemem kernel Patch 3006854 perl link fuser link orarun package Patch 3167528 semmsl

semmns semopm semmni shmall shmmax shmmni msgmax msgmnb msgmni file-max ip_local_port_range limit processes limit descriptors Port 1521 Environment Variables Domain name IP address DNS Lookup /etc/hosts format Oracle Home length

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.

Basic Characteristics• 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

Oracle Diagnostics (OD) vs. Support Diagnostics

Oracle Diagnostics (OD) • 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

Support Diagnostics • 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

Delivery Methods• Primary delivery is the java tests included in the

Oracle Support Diagnostics Patch that run in the Oracle Diagnostics (OD) framework

• Download from Metalink: Patches & Updates or Note: 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

Types of Support Diagnostics Tools

Test Types: Setup - gathering information about setup relevant to a particular

product / functionality / issue, examining that information, providing feedback and suggesting appropriate actions

Activity - gathering information about data and configuration relevant to a particular functionality / issue, examining that information, providing feedback and suggesting appropriate actions

Collection - gathering information relevant to a particular product / functionality / issue

New Features 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

Enhanced Features

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

How To Install And SetOracle 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

Before first Support Diagnostics Patch installation, patch 3636980 MUST be installed to register Support Diagnostics in Oracle Applications

NO setup steps are necessary to have Oracle Diagnostics and Support Diagnostics up and running

All details are described in Note: 167000.1

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 the Note: 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.

How To Execute Support Diagnostics Tools All details how to execute Support Diagnostics tools are described in

Note: 167000.1 Execution steps:

• 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• Enter input parameters• Click on the button ‘Run Test’• To open the test output click on the ‘Report’ icon in the status line

Applications Diagnostics

Applications Diagnostics

Sample Applications Report

Potential Issues

How to fix it

Sample Applications Report

Period Close Problem

How to fix it

Supporting Documentation - Note: 167000.1 Tab Diagnostic Overview

• General information about Support Diagnostics• Oracle Diagnostics 2.3 new & enhanced features summary

Tab Diagnostic Catalog• List of all currently available support diagnostics tools• Description of all currently available support diagnostics tools

Tab Installation Instructions• Detailed instructions how to install Support Diagnostics Patch

Tab Execution Instructions• Detailed instructions how to execute support diagnostics tools

Tab FAQ• Solutions of currently known issue • Answers on frequently asked questions

Supporting Documentation

When To Go Where• Before first installation and execution

Check all information under the tab Installation Instructions

• Installation / Execution related question Check the tab FAQ

• Installation / Execution related issue Check the tab FAQ Verify all installation steps were done as described

under the tab Installation Instructions / Execution Instructions

Support Diagnostics Tools

Support Process Support Diagnostics Tools are supported the same as any other

Oracle product

In case of an installation / execution issue, a Service Request (SR) for product Support Diagnostics Project should be logged

EscalationsBringing Management Attention

to your Service Request

Escalation Process

Support Representative

Manager /Escalation Manager

Senior Manager or Director

V.P. or Executive

Customer

Call US: 800 223 1711Other Global Support Hot Lines:

http://www.oracle.com/support/contact.html

Escalation Process

Note 199389.1

Summary

Access MetaLink Use My Headlines to keep up to date Use the Knowledge Browser Run Diagnostic Tests for DB, Server, and Applications

both proactively & reactively Implement the Escalation Process when necessary Provide feedback to help us keep improving MetaLink Take advantage of upcoming free webcast seminars

Upcoming Internet Seminarshttp://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

Quick Reference

MetaLink: http://metalink.oracle.com/ • WEWS User Guide – Doc ID: 166650.1• RDA Info – Doc ID: 314422.1• 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

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Oracle Support Servicesoracle.com/support

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