dave muirhead director of electronic customer self-service oracle corporation
TRANSCRIPT
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Dave MuirheadDirector of Electronic Customer Self-ServiceOracle Corporation
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Power Tools, Tips and Tricks: Getting the Most Out of Your
Oracle Support Services
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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”
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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
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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
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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
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OracleMetaLink – Patch Download
Find the patches you need– Simple search
By Patch Number By Product Family Saved Searches
– Saved searches– Quick Links– Advanced search
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OracleMetaLink – Patch Download
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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
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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
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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
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Oracle DirectConnect
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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
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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
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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
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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!
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“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
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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
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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
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