Jack Malloch Product Service Advisor

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Jack Malloch Product Service Advisor
Global Support Services
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Oracle Support Services Evolution
Call Center
Internet Content Center
Customer Centric Svcs

• Proactive
• Problem avoidance through Healthchecks
  Diagnostics
• Closed loop feedback to engineer better products
• Increased Cust Sat

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

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

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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

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Introducing Oracle Premier Support
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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.
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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.

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Resources, Tools, And Best Practices

• New MetaLink UI - Features
• The Knowledge Browser
• Product Pages
• Enhanced Search
• Support Tools
• Documentation
• Escalation Process

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New and Improved MetaLink User Interface
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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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New User Interface
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New User Interface
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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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New Quick Search Capability
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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
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The Knowledge Browser

• Your Starting Place
• The most relevant information in the fastest
  possible time
• Product Pages organized by popular categories
• Continuously updated
• Refined and enhanced through PAA - Problem
  Avoidance Architecture
• Learning folded back into top tech docs
• 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

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The Knowledge Browser

• Improved Navigation, Organization, and Structure
  for the Knowledge Base

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Updated Index and Navigation
The index is similar to the OTN product hierarchy
Ability to display categories alphabetically and
select Product Pages from List
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Navigating to Product Pages
To navigate to the General Ledger Product Pages,
first click on Applications
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Navigating to Product Pages
Then scroll down to the General Ledger category
under Financials
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Navigating to Product Pages
Or, you can find it here on the Alphabetical
List of Categories
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Product Pages are Organized by Tabs
Hot Topics is the default tab for the Product
Pages. Here you see Alerts and Announcements for
the Product Area, sorted by the Last Updated date
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Sorting
Sort on any column by clicking on the column name
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The Knowledge Browser
Search within Product Categories refines
results vs. using the general search
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Knowledge Browser Information
Learn all the details
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• MetaLink
• Support Tools

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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 -gt Knowledge / Knowledge Browser

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Support Diagnostics
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All released diagnostics, both DB Apps, Note
178043.1
Installation Guide, Note 167000.1, and key links
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Good Overview
2
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Support Diagnostics
Remote Diagnostic Agent
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Remote Diagnostic Agent - Note 314422.1
DB / Server Diagnostics

• 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

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Remote Diagnostic Agent 4.1
SUN05_start.htm
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Remote Diagnostic Agent 4.1
Select an Index item
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Remote Diagnostic Agent 4.1
Opens a menu of detailed reports
Choose a Subtopic
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Remote Diagnostic Agent 4.1
Paste an Oracle trace file portion containing
error codes and search the database for possible
matches
RDBMS Log/Trace Files
Last Error Trace File
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Support Diagnostics
DB Scripts
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Database Scripts
DB / Server Diagnostics
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Database Scripts
DB / Server Diagnostics
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Support Diagnostics
DB / Server Health Checks
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DB / Server Diagnostics
Application Server DB Health Checks
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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 BIForms
• Disk Space
• Space for Infra
• Space for J2EE
• Space for Portal
• Space for BIForms
• Space for Dev Kit
• Space in tmp
• Swap space
• Monitor colors

• 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

• 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

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Applications Diagnostics
Applications Diagnostics
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Applications Diagnostics

• Test Types
• Collection - A test that gathers information
  relevant to a particular problem
• Diagnostic - A test that gathers information,
  examines that information, provides feedback and
  suggests appropriate actions
• Delivery Mechanisms
• Standalone - A test that runs in SQLPlus or UNIX
  shell environment. Downloadable from MetaLink.
• Oracle Diagnostics (OD) - A Java test that
  requires the Oracle Diagnostics framework (JTF)
  for execution. Updated packs released monthly.

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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

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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

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Sample Applications Report
Potential Issues
How to fix it
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Sample Applications Report
Period Close Problem
How to fix it
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Business Flows
Business Flows
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E-Business Install Upgrade
Access to the Maintenance Wizard Upgrade Tool
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Support Case Studies
Support Case Studies
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Online Documentation
Selecting a category, Application Server, opens a
window to available documentation in OTN
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Electronic Technical Reference Manuals
Selecting ETRMs opens a link to the Applications
ETRM menu
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• Escalations
• Bringing Management Attention to your Service
  Request

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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
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Escalation Process
Note 199389.1
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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

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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

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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 Services
oracle.com/support
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