Global Support Services
Jack Malloch
Product Service
Advisor
Oracle Support Services Evolution
Call Center
Reactive
• 2M New Calls (SRs)
• 5% Online SRs
Internet Content Center Customer Centric Svcs
Self-Service
• 225K New Calls
• 95% New SRs Online
• 30% Fewer total SRs
• 100M web knowledge
Interactions
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
Key Elements of Premier Support
Rights to Fusion
Applications
Global Reach
Continuous
Product
Enhancements
Global Support
for Rapid
Resolution
Advanced
Support
Technologies
Award-winning,
world-class
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.
Resources, Tools, And Best Practices
New MetaLink UI - Features
The Knowledge Browser
•
Proactive Diagnostics
 Database
 Applications
Escalation Process
New and Improved
MetaLink
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
In MetaLink, first click “Help”
Next click “Global Help”
Revised On Demand Seminars – due in Feb ’06
http://www.oracle.com/support/seminars.html
MetaLink
Support Diagnostic Tools
The Knowledge Browser
Improved Navigation, Organization, and Structure for
the Knowledge Base
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 EBusiness 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
1
All released diagnostics,
both DB & Apps, Note 178043.1
3
2
Installation Guide, Note
167000.1, and key links
Good Overview
Support Diagnostics
Remote Diagnostic Agent
DB / Server Diagnostics
Remote Diagnostic Agent - Note: 314422.1
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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:
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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
Remote Diagnostic Agent 4.1
SUN05_start.htm
Remote Diagnostic Agent 4.1
Select an Index item
Remote Diagnostic Agent 4.1
Opens a menu of
detailed reports
Choose a Subtopic
Remote Diagnostic Agent 4.1
RDBMS Log/Trace Files
Last Error Trace File
Paste an Oracle
trace file portion
containing error
codes and search
the database for
possible matches
DB / Server Diagnostics
Ora-600 Error Lookup by Argument
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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 ORA7445 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
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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
Ora-600 Error Lookup by Argument
1
2
3
Ora-600 Error Lookup by Argument
Enter ORA-600
argument
Insert Call Stack Trace
info pulled from RDA
Support Diagnostics
DB Scripts
DB / Server Diagnostics
Database Scripts
DB / Server Diagnostics
Database Scripts
Support Diagnostics
DB / Server Health Checks
DB / Server Diagnostics
Application Server & DB Health Checks
Application Server
Pre/Post Install Healthchecks
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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
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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
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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.
Support Diagnostics Tools for Applications
 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
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
Support Diagnostics Tools for Applications
 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
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
Features of the Latest Diagnostics 2.3
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
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
 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
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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
•
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Tab Execution Instructions
•
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Detailed instructions how to install Support Diagnostics Patch
Detailed instructions how to execute support diagnostics tools
Tab FAQ
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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
Escalations
Bringing Management Attention
to your Service Request
Escalation Process
Call US: 800 223 1711
Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
V.P. or
Executive
Senior Manager
or Director
Manager /
Escalation Manager
Support Representative
Customer
Escalation Process
Note 199389.1
Summary
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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 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
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
Oracle Support Services
oracle.com/support
57
QUESTIONS
ANSWERS