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-S...
What Sets Oracle Apart
 Award-Winning Support
 Global Reach and Size – Scale Matters in the Support
Business
 Technolog...
Introducing
Oracle Premier Support
Rights to FusionRights to Fusion
ApplicationsApplications
Global ReachGlobal Reach
AdvancedAdvanced
SupportSupport
Technol...
Product Service Advisors
 Continuously improve the relationship between Global
Product Support and our customers.
 Work ...
New MetaLink UI - Features
The Knowledge Browser
•Proactive Diagnostics
Database
Applications
Escalation Process
Reso...
New and Improved
MetaLink
User Interface
New User Interface - Features
 Login/Logout capability
 Tab/Subtab Hierarchy
• Improved and simplified navigation
• More...
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 ...
New Quick Search Capability
Quick References for MetaLink Basics
Revised On Demand Seminars – due in Feb ’06
http://www.oracle.com/support/seminars.ht...
MetaLink
Support 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,...
 Value to you:
• Check and document setups
• Avoid problems proactively
• Compare environments
• Decrease setup, install,...
Support Diagnostics
Installation Guide, Note
167000.1, and key links
Good Overview
1
2
3
All released diagnostics,
both DB...
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 envi...
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...
Ora-600 Error Lookup by Argument
 ORA-600 errors are raised from the kernel code of the Oracle
RDBMS software when an int...
ORA-600/ORA-7445 Error Lookup by Argument
 ORA-600 errors are raised from the kernel code of the Oracle
RDBMS software wh...
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 Argument
Enter 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 Server
Pre/Post Install Healthchecks
 Processor type
 Processor speed
 Network
 Memory
 Memory for MDR + ...
Support Diagnostics Tools for Applications
 Support diagnostics tools is a set of tests gathering
information about the t...
 Basic Characteristics
• No updates, inserts, or deletes
• Sensitive customer information is not collected or
displayed
•...
Oracle Diagnostics (OD)
vs. Support Diagnostics
 Oracle Diagnostics (OD)
• Part of the standard E-Business Suite software...
 Delivery Methods
• Primary delivery is the java tests included in the
Oracle Support Diagnostics Patch that run in the
O...
Types of Support Diagnostics Tools
Test Types:
 Setup - gathering information about setup relevant to a particular
produc...
New Features
 Login procedure - Username password is prompted for prior to
entering OD, eliminates the need to enter user...
How To Install And Set
Oracle Diagnostics And Support Diagnostics
 Oracle Diagnostics are part of the standard product an...
Support Diagnostics Updates
 Support Diagnostics Patch is released every other month
 To get newest version of support d...
How To Execute Support Diagnostics Tools
 All details how to execute Support Diagnostics tools are described in
Note: 167...
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
• Orac...
Supporting Documentation
 When To Go Where
• Before first installation and execution
 Check all information under the ta...
Support Diagnostics Tools
Support Process
 Support Diagnostics Tools are supported the same as any other
Oracle product
...
Escalations
Bringing Management Attention
to your Service Request
Escalation Process
Support Representative
Manager /
Escalation Manager
Senior Manager
or Director
V.P. or
Executive
Custom...
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,...
Upcoming Internet Seminars
http://www.oracle.com/support/seminars.html
 24-Jan-2006 - Working Effectively with Support
 ...
Quick Reference
 MetaLink: http://metalink.oracle.com/
• WEWS User Guide – Doc ID: 166650.1
• RDA Info – Doc ID: 314422.1...
57
Oracle Support Services
oracle.com/support
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
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香港六合彩

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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

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  • 香港六合彩

    1. 1. Jack Malloch Product Service Advisor Global Support Services
    2. 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. 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. 4. Introducing Oracle Premier Support
    5. 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. 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. 7. New MetaLink UI - Features The Knowledge Browser •Proactive Diagnostics Database Applications Escalation Process Resources, Tools, And Best Practices
    8. 8. New and Improved MetaLink User Interface
    9. 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. 10. New User Interface
    11. 11. New User Interface
    12. 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. 13. New Quick Search Capability
    14. 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. 15. MetaLink Support Diagnostic Tools
    16. 16. Improved Navigation, Organization, and Structure for the Knowledge Base The Knowledge Browser
    17. 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. 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. 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. 20. Support Diagnostics Remote Diagnostic Agent
    21. 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. 22. Remote Diagnostic Agent 4.1 SUN05_start.htm
    23. 23. Remote Diagnostic Agent 4.1 Select an Index item
    24. 24. Remote Diagnostic Agent 4.1 Choose a Subtopic Opens a menu of detailed reports
    25. 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. 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. 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. 28. DB / Server Diagnostics 1 2 3 Ora-600 Error Lookup by Argument
    29. 29. Insert Call Stack Trace info pulled from RDA Ora-600 Error Lookup by Argument Enter ORA-600 argument
    30. 30. Support Diagnostics DB Scripts
    31. 31. Database Scripts DB / Server Diagnostics
    32. 32. Database Scripts DB / Server Diagnostics
    33. 33. Support Diagnostics DB / Server Health Checks
    34. 34. DB / Server Diagnostics Application Server & DB Health Checks
    35. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 45. Applications Diagnostics Applications Diagnostics
    46. 46. Sample Applications Report Potential Issues How to fix it
    47. 47. Sample Applications Report Period Close Problem How to fix it
    48. 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. 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. 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. 51. Escalations Bringing Management Attention to your Service Request
    52. 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. 53. Escalation Process Note 199389.1
    54. 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. 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. 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. 57 Oracle Support Services oracle.com/support
    58. 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

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