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18Copyright 2007, Oracle. All rights reserved.
Enhancing Database Capabilities
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Objectives
After completing this lesson, you should be able to:
Use the Enterprise Manager Support Workbench
Work with Oracle Support
Search MetaLink Log service requests (SR)
Manage patches
Apply a patch
Stage a patch
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Using the Support Workbench
View critical
error alerts inEnterprise Manager.
View problem
details.
Gather additional
diagnostic
information.
Create a
service request.
Package and upload
diagnostic data
to Oracle Support.
Track the service
request and
implement repairs.
Close incidents.
1
2
3
4
5
6
7
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Viewing Critical Error Alerts
in Enterprise Manager
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Viewing Problem Details
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Viewing Incident Details:
Dump Files
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Viewing Incident Details:
Checker Findings
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Creating a Service Request
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Packaging and Uploading Diagnostic Data
to Oracle Support
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Tracking the Service Request
and Implementing Repairs
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Tracking the Service Request
and Implementing Repairs
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Closing Incidents and Problems
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Incident Packaging Configuration
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Working with Oracle Support
Oracle Support Services (OSS) provides 24 7 solutionsupport.
Support is delivered in the following ways:
MetaLink Web site
Telephone
Oracle Direct Connect (ODC) remote diagnostic tool
The Customer Support Identifier (CSI) number is used
to track the software and support that are licensed to
each customer.
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MetaLink Integration
Enterprise Manager automatically alerts users to new
critical patches.
The Enterprise Manager patch wizard can be used to
select an interim patch.
You can review the patchs README file from within
Enterprise Manager.
You can download the selected patches from MetaLink
into the Enterprise Manager patch cache.
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Using MetaLink
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Notes Only
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Researching an Issue
To research an issue on Oracle MetaLink, perform the
following steps:
1. Perform a keyword search.
2. Review the documentation.
3. Use the self-service toolkits.
4. Use the automated diagnostic tests and business
flows.
5. Search for applicable patches.
6. Log a service request (SR).
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Notes Only
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Logging Service Requests
Log an SR by clicking the Service Request tab on the
MetaLink home page.
MetaLink performs searches based on the CSI number
and SR profile.
Provide the following information when logging an SR:
Explanation of the issue, including error messages
Steps taken to troubleshoot the issue
Software version
Steps required to reproduce the problem Business impact of the issue
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Notes Only
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Managing Patches
Kinds of patches
Interim patches
For specific issues
No regression testing
CPUs (Critical Patch Updates)
Critical security issues
Regression testing
Does not advance version number
Patch releases
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Applying a Patch Release
Patch releases are fully tested product fixes that:
Do not include new functionality
Affect only the software residing in your Oracle home on
installation
Contain individual bug fixes
Carry version numbers
To apply a patch:
1. Determine your Oracle software environment.
2. Set your Oracle MetaLink login credentials.3. Stage the patch release.
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Using the Patch Advisor
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Using the Patch Wizard
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Applying a Patch
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Staging a Patch
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Summary
In this lesson, you should have learned how to:
Use the Support Workbench
Work with Oracle Support
Search MetaLink
Log service requests
Manage patches
Apply a patch release
Stage a patch release
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Practice 18 Overview:
Using EM Tools for Alerts and Patches
This practice covers the following topics:
Using the Support Workbench to investigate a critical
error
Staging a patch to be applied later
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Recommended