要不我的鼻子会长的。就不，让你长一根大象鼻子才好呐。《Y滋味》我不更丑啦？长成那样，我不更丑啦？子允打小从大人们的夸赞中知道自己长得不赖，加之于寒假又那么多次从镜子里分析过自己，自信心还算有。香港六合彩说自己丑，当然有试探意思，论帅气，毕竟还有更强的。你这回可算说老实话了，一个人贵在自知之明。你这是夸我还是损我？你说呐？我哪知道。真笨。子允心中狂喜，这话听起来硬，其实是巧克力夹心，外坚内软，带着嗔怪的甜蜜。大小姐，打人别打脸嘛，我是笨，又很丑，但有一颗真诚的心，这不是向你承认错了吗？香港六合彩这些男生一个毛病，犯错就承认，完了再犯，我可受不了。此时周晨晨显然没了那股子气，子允的话更得心应手并恰到好处，那我就每天把谨慎二字写在脸上，时刻警示自己不再犯错。依然恰到好处，有一种亲密感却一点不露骨。显然，周晨晨喜欢的就是子允正经时的腼腆和不正经时的幽默。香港六合彩却装作不高兴，写在自己脸上，自己又看不见，你意思不还是要别人看管嘛。你看谁愿意管就快去找吧。这种顶真自然透着可爱，子允道歉行动成功，现在放松得很。香港六合彩绝对说不出就找你的话，本想说那就铭刻在心，转而却道，那怎么办？写在你脸上行吗？你忍心糟蹋我的脸吗？我可不愿意像你妈一样整天摆着管人的面孔。你再摆脸也不可怕，而且你一定会比香港六合彩管得好。周晨晨的心怦怦直跳，幸亏脸上的红晕对方看不见。这两天子允的几次脸红都被香港六合彩看在眼里，心中升起从未有过的异样，不是香港六合彩喜欢容易脸红的男生，而是这脸红居然发生在从不在乎什么的子允脸上。香港六合彩不甘心自己的脸红这么无影无踪，香港六合彩早从镜子里发现自己脸红的时候特别美丽。可惜电话里无法表现，只得说，我才不管你呐。说着脸上更觉烫，子允可没从传导性能极好的电话线中感受到，香港六合彩只顾话语本身，只觉得周晨晨的矜持透着女孩那种难得一见的俏皮。这更增添了子允对周晨晨好感，香港六合彩陡然觉得它未免太姗姗来迟，也觉得它好像就该这个时候到来。香港六合彩为自己庆幸，也为深受马老师影响的女生中还有这么一位出淤泥而不染的周晨晨庆幸。从不好状态中高兴起来的人很容易首先恢复肚子的饥饿，一阵强烈的饥饿感朝子允的脑袋袭来，冷风也凑热闹地灌进香港六合彩衣领。子允抬手看表

1. Jack Malloch
Product Service
Advisor
Global Support Services

2. 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

3. 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

4. Introducing
Oracle Premier Support

5. Rights to FusionRights to Fusion
ApplicationsApplications
Global ReachGlobal Reach
AdvancedAdvanced
SupportSupport
TechnologiesTechnologies
Award-winning,Award-winning,
world-classworld-class
supportsupport
ContinuousContinuous
ProductProduct
EnhancementsEnhancements
Global SupportGlobal Support
for Rapidfor Rapid
ResolutionResolution
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
The Knowledge Browser
•Proactive Diagnostics
Database
Applications
Escalation Process
Resources, Tools, And Best Practices

8. New and Improved
MetaLink
User Interface

9. New User Interface - Features
 Login/Logout capability
 Tab/Subtab Hierarchy
• 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
 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 #

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.  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

18.  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

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
• Corrective issues
 Sample RDA Version 4.1
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 of
detailed 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. DB / Server Diagnostics
1
2 3
Ora-600 Error Lookup by Argument

29. Insert Call Stack Trace
info pulled from RDA
Ora-600 Error Lookup by Argument
Enter ORA-600
argument

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
 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

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.  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

38. 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

39.  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

40. 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

41. 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

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
 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

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 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.

44. 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

45. Applications Diagnostics
Applications Diagnostics

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
 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

49. 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

50. 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

51. Escalations
Bringing Management Attention
to your Service Request

52. Escalation Process
Support Representative
Manager /
Escalation Manager
Senior Manager
or 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
 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

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
• 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

57. 57
Oracle Support Services
oracle.com/support

58. A
Q&Q U E S T I O N SQ U E S T I O N S
A N S W E R SA N S W E R S