Dave MuirheadDirector of Electronic Customer Self-ServiceOracle 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

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 – Top Tech Docs

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… A call for information

• A public discussion

• Customer answered, Oracle moderated

• Archived on MetaLink only

• Bulletin board/threaded format

• Viewable/searchable by other users

iTARs Are…• For problem mgmt

• A one-to-one transaction

• Oracle support analyst answered

• Tracked/measured in Oracle call tracking system

• Problem/symptom/solution format

• Only viewable by customers who created them

OracleMetaLinkCustomer 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

View detail of configuration information

Secure Encrypted Upload

Support Agent Installed on each server

Uploads every 24hrs; low system impact

Stored in MetaLink Configuration Repository

Health check reports forcritical areas

Checks against current knowledge base

Presents Findings, Risks & Recommendations: Warnings and Cautions!

Summary Reports give a comprehensive view of systems

Key Issues: Availability, Integrity, & Performance

Fix problem areas before problems occur!

“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

OracleMetaLink:My Configs & Projects

AQ&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

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.