051006 advanced metal ink customer
TRANSCRIPT
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Advanced MetaLink Seminar
Getting the Most out of MetaLinkPresenter: Dave Bettenga
Senior Manager, Electronic Support Services
Oracle Corporation
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OracleMetaLink
The Knowledge Browser
Diagnostic Tools Searching: Quick Find & Advanced Search
Patch Download
Oracle Collaborative Support
Configuration Support Manager (formerly My Configs& Projects)
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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
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Knowledge - Knowledge Browser
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Updated Index and Navigation
Ability to display categoriesalphabetically and selectProduct Pages from List
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Updated Index and Navigation
The index is similar to theOTN product hierarchy
Navigate to the Internet FileSystem Product Pages
Click on Application Server
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Updated Index and Navigation
Internet File System category
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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.
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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
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Diagnostic Tools Knowledge
Browser
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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
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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
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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
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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
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Optimized Quick Find
Quick Find Search
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Advanced Search
Additional, comprehensive
search options
Exclusion operator
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Saved Searches
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Advanced SR Search
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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
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OracleMetaLink Patch Download
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Navigating the Product
Hierarchy
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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
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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.
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Join your Conference
Click Conference Titlematching your SRnumber
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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
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Initial Screens
First see Initialization
screen, then Invitation to present
your issue to Oracle
Support
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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
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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
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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
Join your Conference
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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 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:
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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:
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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
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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
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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:
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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:Configuration Support Manager
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