Advanced MetaLink Seminar

Getting the Most out of MetaLink Presenter: Dave Bettenga Senior Manager, Electronic Support Services Oracle Corporation

OracleMetaLink
The Knowledge Browser Diagnostic Tools Searching: Quick Find & Advanced Search Patch Download Oracle Collaborative Support Configuration Support Manager (formerly My Configs & Projects)

OracleMetaLink Knowledge Browser

Your Starting Place

Cross product library of data compiled by the best and brightest talent at Oracle Continuously being updated and refreshed An invaluable source of problem avoidance discovered information Rich resource for research, problem solving and personal skill enhancement Source for electronic documentation Single source for Electronic Technical Reference Manuals (eTRM) Central Source for technical support Tools

Knowledge - Knowledge Browser

Updated Index and Navigation

Ability to display categories alphabetically and select Product Pages from List

Updated Index and Navigation

The index is similar to the OTN product hierarchy

Navigate to the Internet File System Product Pages Click on Application Server

Updated Index and Navigation

Internet File System category

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.

Diagnostic Tools
Support Tools Path to Diagnostics Utilities

Knowledge -> Knowledge Browser ->Diagnostic Tools Knowledge -> Knowledge Browser ->Diagnostic Tools -> Diagnostics Tools Catalog->All Releases -> Applications DBA (Doc ID 183274.1) Search for ACT or Applications Collection Tool Knowledge -> Knowledge Browser -> Diagnostic Tools -> Diagnostic Tools Catalog-> Database Technologies Search for RDA or Remote Diagnostic Assistant (Doc ID 175853.1)

ACT Applications Collection Tool

RDA Remote Diagnostic Agent

Diagnostic Tools Knowledge Browser

Support Diagnostics
Tests designed and developed by Support and Oracle Development, gathering information about the technical environment, Application setup or data Support Diagnostics give users the ability to:
Automatically collect complete, accurate information requested by Oracle Support Services Validate and document the current status of the technical environment and Application setup Compare multiple environments (eg: Test versus Production) Decrease time for installation, upgrade and setup processes Shorten issue resolution time

Problem Solving Process

Diagnostic Tests not used
Oracle Applications Error
Customer Customer

Solution Manual Knowledge Search

Exceptions

MetaLink Login

Log SR
Oracle Support Services

Diagnostic Tests used

Run Diagnostics Issue prevented

Solution Oracle Applications Error Run Diagnostics MetaLink Login

Solution Manual Knowledge Search

Log SR

Exceptions

Exceptions

Diagnostic Tests - Metrics

Growing pro-active problem avoidance
Number of Logged SRs by One of Our Customers Using Diagnostics
50 45 40 35 30 25 20 15 10 5 0 SEP OCT NOV DEC Number of logged SRs

Diagnostics installed

JAN

FEB

MAR

APR

MAY

JUN

JUL

Searching - Quick Find & Advanced

Quick Find:
Rapid access to Knowledge repositories. Search by Document ID, Patch Number, Error Code, and SRs

Advanced Search:
Build detailed (or guided) searches using filters and searching options

Optimized Quick Find

Quick Find Search

Advanced Search

Additional, comprehensive search options Exclusion operator

Saved Searches

Advanced SR Search

OracleMetaLink Patch Download

Find the patches you need

Simple search
By Patch Number Included in Quick Find By Product Family Saved Searches

Saved searches Quick Links Advanced search

OracleMetaLink Patch Download

Navigating the Product Hierarchy

Oracle Collaborative Support

Accessible through OracleMetaLink Collaborate directly with a Support Engineer A secure encrypted connection between Oracle Support and your system Available from MetaLink for resolving open SRs Coordinate use with the Engineer working your Service Request Chat / Desktop Sharing / File Transfer

Accessed from MetaLink

Arrange time for an Oracle Web Conferencing (OWC) session with your Support Engineer through your SR Log into Metalink Click on Service Request and then the Collaborative Support link.

Join your Conference

Click Conference Title matching your SR number

Enter your Details

For your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key Once your name, email address & Company are provided, you may join the conference

Initial Screens
First see Initialization screen, then Invitation to present your issue to Oracle Support

Sharing Modes
Desktop Sharing Mode Share an Application Share an Area

Stop Sharing Share Entire Desktop

Select 4th icon from left to begin Desktop Sharing Mode To present an application, click the Share an Application icon To present an area of your desktop, click the Share an Area icon or for entire desktop, click the Share Entire Desktop icon

Sharing the experience

Voice Streaming

Record Session

To resolve complex issues, Engineer & Customer may need to share their findings with Oracle Development or system experts not present. Record on screen activity and/or conversation if acceptable to customer Recorded sessions are password protected for security only to be seen by participants and designated persons

Mediation Controls

Host or presenter can grant authority to any attendee Presenter rights: click the blue (person) icon next to the attendees name Shared control: click the yellow (mouse) icon next to the attendees name Engineer will remain on session for up to 20 minutes

Join your Conference Problems

To see your Conference Title you may need to use Filter by Conference Title where Conference Title = SR number If there is a problem click on New User sub tab under the Home tab and then click the Test button to run a series of tests. This test will point out any issues along with the resolution required. If you still have problems, run the Diagnostic Tool under Quicklinks & send your Oracle Support Engineer the report

OracleMetaLink: Configuration Support Manager (My Configs & Projects)

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 Attach Configurations and Projects to SRs for additional resolution support Oracle can begin to enable proactive support capabilities

OracleMetaLink: Configuration Support Manager

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

Configuration Detail

Checks against current knowledge base

Health Check Reports

Presents Findings, Risks & Recommendations: Warnings and Cautions! Key Issues: Availability, Integrity, & Performance Summary Reports give a comprehensive view of systems
After configurations have been uploaded to MetaLink, can execute Health Check evaluations scripts against the upload environment files. Reports identify problem areas based on standards for best practices.

Fix problem areas before problems occur!

OracleMetaLink: Configuration Support Manager

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