Transcript Corporate PPT Template

Dave Muirhead
Director of Electronic
Customer Self-Service
Oracle Corporation
Power Tools, Tips
and Tricks:
Getting the Most Out of Your
Oracle Support Services
OracleMetaLink








Top Technical Documents
Diagnostic Tools
Oracle Support KB search including Bug database
Patch download
Forums or TAR’s?
Oracle DirectConnect
User Administration
“My Configs & Projects”
OracleMetaLink – Top Tech Docs
 Your Starting Place
–
–
–
–
–
–
–
Compiled by the “best and brightest”
Continuously updated
Rich resource for research and problem solving
Electronic documentation
eTRM -Electronic Technical Reference Manual
Refined/enhanced through PAA - Problem
Avoidance Architecture
• Learning folded back into top tech docs
Support Tools
OracleMetaLink – Top Tech Docs
Support Tools
 ACT – Applications Collection Tool
–
Top Tech Docs -> E-Business Suite -> Diagnostic
Tests Catalogue
 RDA – Remote Diagnostic Agent
–
Search for “RDA” or “Remote Diagnostic
Assistant” (Doc ID 175853.1)
 Diagnostic Scripts
OracleMetaLink – KB Search
• General or Advanced?
• General: Keywords are combined with “AND”
operators.
• Advanced allows you to specify several
options:
•
Filter by product, platform, modified date,
document ID and chose from the different
knowledge repositories
OracleMetaLink – Patch Download
 Find the patches you need
–
Simple search
 By Patch Number
 By Product Family
 Saved Searches
–
–
–
Saved searches
Quick Links
Advanced search
OracleMetaLink – Patch Download
OracleMetaLink – SR’s or Forums?
Forums Are…
iTARs Are…
 A call for information
• For problem mgmt
• A public discussion
• A one-to-one transaction
• Customer answered,
Oracle moderated
• Oracle support analyst
answered
• Archived on MetaLink only
• Tracked/measured in
Oracle call tracking system
• Bulletin board/threaded
format
• Viewable/searchable by
other users
• Problem/symptom/
solution format
• Only viewable by
customers who created
them
OracleMetaLink
Customer User Administration
 Provides greater control over your company’s
MetaLink access
–
–
–
Set user access and permissions
Create/approve new accounts
Remove existing users
 Enhances security
–
All new registrations with your support identifier
must be approved
Oracle DirectConnect
 Accessible through OracleMetaLink
 Collaborate directly with an Oracle Support engineer
 A secure encrypted connection between Oracle
Support and your system
 Available from MetaLink for resolving open SR’s
 Coordinate use with the support engineer working
your SR
 Chat/Desktop Sharing/File Transfer
Oracle DirectConnect
OracleMetaLink:
My Configs & Projects
 Internal Code name “My Support”
 Global initiative to move to proactive support
 Provides new capabilities on MetaLink
–
–
–
–
–
–
Ability to manage your support needs by project
Ability to catalog your environments
Ability to view configuration details on your environments
Health check reports based on rules for best practices and
supportability
Oracle can begin to enable proactive support capabilities
Attach Configurations and Projects to TARs for faster
resolution
OracleMetaLink:
My Configs & Projects
“Configs”
 Ability to catalog all your configurations
–
–
–
–
Detailed description of business-critical
environments
Both manual and automated configuration
description creation and maintenance
Projects can also be associated to configurations
Third-party software impact
Configuration Details
Support Agent
Installed on each
server
Uploads every
24hrs; low system
impact
View
detail of
configuration
information
Secure Encrypted
Upload
Stored in MetaLink Configuration Repository
Health check reports for
critical areas
Checks against current
knowledge base
Presents Findings, Risks
& Recommendations:
Warnings and Cautions!
Key Issues: Availability,
Integrity, & Performance
Summary Reports
give a comprehensive
view of systems
Fix problem areas
before problems
occur!
OracleMetaLink:
My Configs & Projects
“Projects”
 Ability to manage your configurations by
project
–
–
–
–
View your system configurations the way you
manage your business
Identify Project Contacts & Project Roles
Identify milestones and critical dates
Project Dependencies
QUESTIONS
ANSWERS
Next Steps….
 Attend “Advanced Support Services:
Maximizing the Performance and Health of
Your Systems”
Wednesday, 1:00 p.m., Juan Jones
 Visit the MetaLink and Oracle Support Tools
demo stations in the Oracle Campground
 Browse here for more information:
–
–
http://metalink.oracle.com
http://www.oracle.com/support
Reminder –
please complete the OracleWorld
online session survey
Thank you.