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Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation

Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation. Power Tools, Tips and Tricks: Getting the Most Out of Your Oracle Support Services. Oracle MetaLink. Top Technical Documents Diagnostic Tools Oracle Support KB search including Bug database Patch download

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Dave Muirhead Director of Electronic Customer Self-Service Oracle Corporation

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  1. Dave MuirheadDirector of Electronic Customer Self-Service Oracle Corporation

  2. Power Tools, Tips and Tricks: Getting the Most Out of Your Oracle Support Services

  3. 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”

  4. 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

  5. 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

  6. 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

  7. OracleMetaLink – Patch Download • Find the patches you need • Simple search • By Patch Number • By Product Family • Saved Searches • Saved searches • Quick Links • Advanced search

  8. OracleMetaLink – Patch Download

  9. 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 OracleMetaLink – SR’s or Forums?

  10. 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

  11. 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

  12. Oracle DirectConnect

  13. 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

  14. 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

  15. 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

  16. Health check reports forcritical 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!

  17. 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

  18. Q & Q U E S T I O N S A N S W E R S A

  19. 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

  20. Reminder – please complete the OracleWorld online session surveyThank you.

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