051006 Advanced Metal Ink Customer

8/2/2019 051006 Advanced Metal Ink Customer

1/38


2/38

Advanced MetaLink Seminar

Getting the Most out of MetaLinkPresenter: Dave Bettenga

Senior Manager, Electronic Support Services

Oracle Corporation


3/38

OracleMetaLink

The Knowledge Browser

Diagnostic Tools Searching: Quick Find & Advanced Search

Patch Download

Oracle Collaborative Support

Configuration Support Manager (formerly My Configs& Projects)


4/38

OracleMetaLink Knowledge Browser

Your Starting Place

Cross product library of data compiled by the best andbrightest 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


5/38

Knowledge - Knowledge Browser


6/38

Updated Index and Navigation

Ability to display categoriesalphabetically and selectProduct Pages from List


7/38


The index is similar to theOTN product hierarchy

Navigate to the Internet FileSystem Product Pages

Click on Application Server


8/38


Internet File System category


9/38

Product Pages are Organized by Tabs

Hot Topicsis the default tabfor the Product Pages. Hereyou see Alerts andAnnouncements for theProduct Area, sorted by theLast Updateddate.


10/38

Support Tools

Path to Diagnostics Utilities

Knowledge -> Knowledge Browser ->Diagnostic Tools

ACT Applications Collection Tool Knowledge -> Knowledge Browser ->Diagnostic Tools -> Diagnostics

Tools Catalog->All Releases -> Applications DBA (Doc ID 183274.1) Search for ACT or Applications Collection Tool

RDA Remote Diagnostic Agent Knowledge -> Knowledge Browser -> Diagnostic Tools -> Diagnostic

Tools Catalog-> Database Technologies Search for RDA or Remote Diagnostic Assistant (Doc ID

175853.1)

Diagnostic Tools


11/38

Diagnostic Tools Knowledge

Browser


12/38

Support Diagnostics

Tests designed and developed by Support and OracleDevelopment, gathering information about the

technical environment, Application setup or data Support Diagnostics give users the ability to:

Automatically collect complete, accurate informationrequested by Oracle Support Services

Validate and document the current status of the technicalenvironment and Application setup

Compare multiple environments (eg: Test versus

Production) Decrease time for installation, upgrade and setup processes

Shorten issue resolution time


13/38

Problem Solving Process

Oracle SupportOracle Support

ServicesServices

MetaLinkMetaLink

LoginLogin

CustomerCustomer

ManualManual

KnowledgeKnowledge

SearchSearchExceptions

LogLog

SRSR

Solution

Diagnostic Tests used

IssuepreventedRunRun

DiagnosticsDiagnostics

OracleOracle

ApplicationsApplications

ErrorError

CustomerCustomer

Diagnostic Tests not used

MetaLinkMetaLink

LoginLoginLogLog

SRSR

Exceptions

Solution

Exceptions

Solution

OracleOracle

ApplicationsApplications

ErrorError

ManualManual

KnowledgeKnowledge

SearchSearch

RunRun

DiagnosticsDiagnostics


14/38

Diagnostic Tests - Metrics Growing pro-active problem avoidance

Number of Logged SRs by One of Our Customers Using

Diagnostics

0

510

15

20

25

30

35

40

45

50

SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL

Nu

mberoflogge

dSRs

Diagnostics

installed


15/38

Searching - Quick Find & Advanced

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

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

searching options


16/38

Optimized Quick Find

Quick Find Search


17/38

Advanced Search

Additional, comprehensive

search options

Exclusion operator


18/38

Saved Searches


19/38

Advanced SR Search


20/38

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


21/38

OracleMetaLink Patch Download


22/38

Navigating the Product

Hierarchy


23/38

Oracle Collaborative

Support Accessible through OracleMetaLink

Collaborate directly with a Support Engineer

A secure encrypted connection between OracleSupport and your system

Available from MetaLink for resolving open SRs

Coordinate use with the Engineer working your

Service Request Chat / Desktop Sharing / File Transfer


24/38

Accessed from MetaLink

Arrange time for an OracleWeb Conferencing (OWC)session with your SupportEngineer through your SR

Log into Metalink

Click on Service Requestand then the CollaborativeSupport link.


25/38

Join your Conference

Click Conference Titlematching your SRnumber


26/38

Enter your Details

For your security: yourSupport Identifier (CSI) is

used as the meetingPassword or ConferenceKey

Once your name, emailaddress & Company areprovided, you may join the

conference


27/38

Initial Screens

First see Initialization

screen, then Invitation to present

your issue to Oracle

Support


28/38

Sharing Modes

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 Sharean Area icon or for entire desktop, click the ShareEntire Desktop icon

Desktop SharingMode

Share an ApplicationShare an Area

Stop SharingShare Entire Desktop


29/38

Sharing the experience

To resolve complex issues, Engineer & Customer mayneed 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 securityonly to be seen by participants and designated persons

Record SessionVoice Streaming


30/38

Mediation Controls

Host or presenter can grant authority to any attendee

Presenter rights: click the blue (person) icon next tothe attendees name

Shared control: click the yellow (mouse) icon next tothe attendees name

Engineer will remain on session for up to 20 minutes



31/38


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 testwill point out any issues along with theresolution required.

If you still have problems, run the DiagnosticTool under Quicklinks & send your OracleSupport Engineer the report

OracleMetaLink:


32/38

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 andsupportability

Attach Configurations and Projects to SRs for additionalresolution support

Oracle can begin to enable proactive support capabilities

OracleMetaLink:


33/38

OracleMetaLink:

Configuration Support ManagerConfigs

Ability to catalog all your configurations Detailed description of business-critical

environments

Both manual and automated configurationdescription creation and maintenance

Projects can also be associated to configurations

Third-party software impact

Configuration Details


34/38

Configuration Details

View detail ofconfigurationinformation

Support AgentInstalled on eachserver

Uploads every24hrs; low systemimpact

SecureEncrypted Upload

Stored in MetaLink Configuration Repository

Health Check Reports for Critical Areas


35/38

Checks against currentknowledge base

Presents Findings, Risks& Recommendations:

Warnings and Cautions!

Summary Reportsgive a comprehensive

view of systems

Fix problem areas beforeproblems occur!

Key Issues: Availability,

Integrity, & Performance

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.

Health Check Reports

Configuration Detail

OracleMetaLink:


36/38

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:Configuration Support Manager


37/38


38/38

Documents

051006 Advanced Metal Ink Customer