Post on 07-Apr-2018
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Jack Malloch
Customer Support Manager
Global Support Services
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Support Services
Advanced Tools & Resources
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Support Services Evolution
Reactive
2M New Calls (SRs)
5%Online SRs
Call Center Internet ContentCenter
Self-Service
225K New Calls
95% New SRs Online
30% Fewer total SRs
100M web knowledgeInteractions
Customer Centric Svcs
Proactive
Problem avoidance
through Healthchecks &
Diagnostics
Closed loop feedbackto engineer better
products
Increased Cust Sat
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
What Sets Oracle Apart
Award-Winning SupportGlobal 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
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Premier Support
Expect industry-leading support from the largest, most advanced
support organization in the world.
Continuous
Product
Enhancements
Advanced
Support
Technologies
Lifetime
Support
Technology
Leadership
Global Support
for Rapid
Resolution
Next-Generation Support
Sets the Industry Standard
Offered to Every Customer
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Customer Support Managers
Continuously improve the relationshipbetween Global Product Support andour customers.
Work to effectively prepare our internaland external customers with education,knowledge, tools and resources.
Ensure rapid, effective adoption and
execution of the support programsdesigned to ensure customer success.
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New MetaLink UI - Features
The Knowledge Browser
Diagnostics
Oracle Collaborative Support
Escalation Process
My Configs & Projects
Resources, Tools, And Best Practices
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
MetaLink Harness the Power
Value:Value:Troubleshoot your technology
product and application issues withthe latest tips and techniques to
solve your issues faster
Feature:Access to a knowledge-base with
over 400,000 solutions
All developed by Oracle experts
around the world
Includes a new interface and
powerful search engine
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New and Improved
MetaLinkUser Interface
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New User Interface - Features
Login/Logout capability
Tab/Subtab Hierarchy
Improved and simplified navigation
More real estate for viewing articles
Improved Quick Search capabilities
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New User Interface
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New User Interface
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
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 #
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
New Quick Search Capability
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Quick References forMetaLinkBasics
In MetaLink, first click Help
Next click Global Help
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Improved Navigation, Organization, and
Structure for the Knowledge Base
The Knowledge Browser
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Your StartingPlace Valueto you:
The most relevant information in the fastest possible time
Product Pages organized by popular categories
Continuously updated
Rich resource for research and problem solving,
including:
Electronic documentation
eTRM -Electronic Technical Reference Manual
Support Tools proactive diagnostics, business
flows, etc.
Search and filter options within product areas to further
refine your results list
The Knowledge Browser
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
The Knowledge Browser
Search within Product
Categories refines results
vs. using the general search
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
MetaLink
Support Diagnostic Tools
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Diagnostic Tests
Server
Remote Diagnostic Agent (RDA) Ora-600 Lookup Utility
300+ DBA Scripts
Health Check / Validation Engine Rule Sets
Gather Detailed Information About Oracle Environments
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Value to you: Check and document setups Avoid problems proactively Compare environments
Decrease setup, install, andupgrade times Identify multiple issues in one
test Increase self-service
efficiency Reduce time-to-resolution
MetaLink -> Knowledge /Knowledge Browser
Support Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Support Diagnostics
Installation Guide for
Apps Diags, Note
167000.1, and key links
Good Overview of Apps Diags
1
2
3
All released diagnostics,
both DB & Apps, Note 178043.1
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Remote Diagnostic
Agent
DB / Server Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
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
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Remote Diagnostic Agent 4.1
_start.htm
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Remote Diagnostic Agent 4.1
Select an Index item
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Remote
DiagnosticAgent 4.1
Choose a Subtopic
Opens a menu of
detailed reports
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
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
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Ora-600E
rror Lookup
by Argument ORA-600 errors are raised from the kernel code of the
Oracle RDBMS software when an internal inconsistencyis detected or an unexpected condition is met.
The ora-600 tool was developed to help users addressthese errors
Look up the definition based on the first argument of theORA-600 error and have the option to search thedatabase for possible matches.
Upload an Oracle trace file containing an ORA-600 oran ORA-7445 error and have the option to look up thedefinition or search the database for possible matches
DB / Server Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
1
2
3
Ora-600 Error Lookup by Argument
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Insert Call Stack Trace
info pulled from RDA
Ora-600 Error Lookup by Argument
Enter ORA-600
argument
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
DB Scripts
DB / Server Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Database Scripts
DB / Server Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Database
Scripts
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
DB / Server Health Checks
DB / Server Diagnostics
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
DB / Server Diagnostics
Application
Server
&
DB
Health
Checks
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Application Server
Pre/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
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
OracleWeb Conferencing
ForCollaborative Support
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
connection between Oracle Support and your system
Available from MetaLink for resolving open SRs Coordinate use with the Support Rep working your SR
Chat / Desktop Sharing / File Transfer
Oracle Collaborative Support Accessible
through OracleMetaLink
Collaborate
directly with an
Oracle Support
Engineer
A secure
encrypted
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Collaborative Support
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Collaborative Support
For your security:your SupportIdentifier (CSI) isused as the meetingPassword or
Conference Key
Once your name,email address &Company are
provided, you mayjoin the conference
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Escalations
Bringing Management Attentionto your Service Request
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Customers believe that Severity 1 issues or Increases in
Severity are Escalations this is not true.
Escalating an issue means bringing management attention
to your Service Request, and when appropriate, moreresources.
This direct, 2-way dialogue with a Manager in Support is
where the next action plan will come from.
Severity increases will be discussed during this dialogue.
Raising Severity vs. Escalations
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- World Class, Industry Leading Customer Support
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Escalations
When to escalate?
Encounter critical roadblocks
Communicate business issues to managers within
Oracle Support
Dissatisfied with resolution or response
Escalate issues in a timely manner
Quality of escalation criteria is key:
Project deadlines?
Lost Revenue? Government reporting?
Users at your door
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Escalation Process
Support Representative
Manager /
Escalation Manager
Senior Manageror Director
V.P. or
Executive
Customer
Call US: 800 223 1711Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
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- World Class, Industry Leading Customer Support
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Escalation Process
Note 199389.1
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Escalation Process
If you do choose to request escalation via MetaLink please complete and
insert the template below including all **-lines** . This will ensure
correct visibility and content.
******************* Escalation Request *******************
Reason for escalation, including business impact of the problem that
requires escalation
Business or implementation milestone, critical date(s) (milestone date or
resolve by date), along with the type of business or implementation
milestone
Name of the person requesting the escalation, contact information: phone
number, pager, email address
Customer manager escalation contact and contact information: phonenumber, pager, email address
******************* Escalation Request *******************
Excerpt from Note 199389.1
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New MetaLink Functionality
My Configs & Projects
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Feature:
A powerful tool that automates the information exchange
between Oracle and your enterprise.
Value:
Optimization of your service requests
More proactive resolution to your issues
Faster diagnosis and problem resolution
My Configs & Projects
Also see MetaLink Note
250434.1
Learn More About MyConfigs & Projects
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Configs Ability to catalog all your configurations
Detailed description of business-criticalenvironments
Configurations are named collections of
hardware, operating systems, and softwarerunning on a machine
Both manual and automated configurationdescription creation and maintenance
Projects can also be associated toconfigurations
Third-party software impact
My Configs & Projects
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
My Configs & Projects
View detail of
configurationinformation
Secure
Encrypted
Upload
Support Agent
Installed on
each server
Uploads every
24hrs; low
system impact
Stored inMetaLink
Configuration
Repository
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My Configs & Projects
Summary Reportsgive a comprehensive
view of systems
Fix problem areas
before problems occur!
Checks against
current knowledge
base
Presents Findings,
Risks &
Recommendations:
Warnings andCautions!
Key Issues:
Availability, Integrity,
& Performance
Health Check Reports for Critical Areas
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Upcoming Internet Seminarshttp://www.oracle.com/support/seminars.html
23-MAR-2006 MetaLink My Configs and Projects 23-MAR-2006 Introduction to MetaLink
29-MAR-2006 Support Diagnostic forE-Business Suite (2 times)
02-APR-2006 MetaLink My Configs and Projects
04-APR-2006 Introduction to MetaLink
04-APR-2006 MetaLink My Configs and Projects
06-APR-2006 Working Effectively with Support 06-APR-2006 MetaLink My Configs and Projects
12-APR-2006 Advanced MetaLink
16-APR-2006 MetaLink My Configs and Projects
18-APR-2006 Introduction to MetaLink
19-APR-2006 MetaLink My Configs and Projects
20-APR-2006 MetaLink My Configs and Projects
20-APR-2006 Working Effectively with Support
27-APR-2006 MetaLink My Configs and Projects
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Summary
Access MetaLink Use My Headlines to keep up to date
Use the Knowledge Browser
Run Diagnostic Tests for DB/Server both proactively &
reactively Use OracleWeb Conferencing
Implement the Escalation Process when necessary
Begin utilizing the new features in My Configs &
Projects when enabled Provide feedback to help us keep improving MetaLink
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
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
OWCWebsite: conference.oracle.com Quick Tutorial located in the Quicklinks box on
the right
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"
Oracle Support Servicesoracle.com/support
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- World Class, Industry Leading Customer Support
"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"