- Using the Support Workbench
Using the Enterprise Manager Support Workbench with the Support Workbench, you can investigate, report, and (some cases) to resolve the issue:1. On the Database home page of Enterprise Manager, review critical Error alerts. Choosean early warning to view detailed information. 2. Analyze the problem details and view a list of all the unexpected events that were recorded for the issue. can display auto-runFind results for all health checks. 3. (optional) Run an additional health check and call SQL Test case Builder, which collects the SQLall required data related to the issue, and the way in which Oracle technical support can reproduce thepackaging. 4. Use my Oracle support to create a service request and (optionally) record the service request number along with the problem information. 5. Call the unexpected event packaging service, which can make all of the diagnostic data collected about a problempackaged, you can choose to upload this data to Oracle technical support. The data can be edited before uploading,Delete sensitive information. 6. The activity log for a service request can be maintained in the Support Workbench. Oracle guidance can be run to help repairSQL failure or corrupted data. 7. Set the status for one, some, or all of the unexpected events to close the issue.
- View Critical Error alerts in Oracle Enterprise Manager
View Critical Error alerts in Oracle Enterprise Manager to expand the issue (critical error) by reviewing critical error alerts on the database home pagecheck. To view critical error alerts, go to the Database home page in Enterprise Manager. On the home page, if there is an unexpected event, you can click the active Incidents (Active unexpected event) link in the Diagnostic Summary section of the diagnostic profile. You can also use the Alerts (Alerts) section to find tagsas a serious warning for "Incidents (unexpected events)". Click the active Incidents (active unexpected events) link to access the support Workbench (supported workpage, where you can retrieve detailed information about all issues and the corresponding unexpected events, andretrieves the results of all inspectors for the health state monitor and the packages that were created. Note: The tasks described in this section are performed in Enterprise Manager. You can also use the Adrci command lineutility to complete all of these tasks.
View the issue details on the Support Workbench page, in the problems (issues) Sub-page, click to investigatethe ID of the problem. You will be entered on the corresponding Problem details page. On this page, you can view all the unexpected events that are related to your issue. You can associate your issue with my OracleThe Support service request is associated with the Bug number. On this page, "investigate and Resolve (investigate and resolve)"section, you can see a "Self Service" sub-page that contains a direct pointer to thethe link to the action that the problem is performing. In the same section, the Oracle Support (Oracle Technical Assistance) sub-page containsdirect links to my Oracle support. The Activity Log Sub-page displays the system-generated information that is currently occurring that is related to your issueoperation. This sub-page allows you to add your own comments while investigating the issue. In the Incidents (unexpected events) sub-page, you can click the associated unexpected event ID to access the correspondingIncident Details (Unexpected event detail) page.
- View Unexpected event details: dump file
View Unexpected event details: When the dump file accesses the Incident details page, the Dump Files sub-page will belists all the corresponding dump files. You can then click the glasses icon for a specific dump file to display the file contents of eachsection.
- View Unexpected Event details: Inspector Find results
To view unexpected event details: Inspector Find results on the Incident details page, click Checker Findings (Inspector findresults) "To see the Checker findings (Inspector Find results)" sub-page. When a critical error is detected, theThis page displays the results of the search for all automatically run health checks. You can usually select one or more search results andCall the instructions to fix the problem.
Create a service request you must create a service request (SR) before you package the diagnostic information for the problem and upload it to Oracle technical support. To create a service request, first access to my Oracle support. Can be directly from the problem details (question detailsinformation) page to access my Oracle support by investigate and Resolve on the page (surveyand resolve) section Click Go to my Oracle support (go to my Oracle support). Open Myafter Oracle support, log on as usual and create a service request. When you are finished, you can enter a service request for the issue. This step is completely optional and is for your reference only. In the Summary section, click the Edit button that is immediately adjacent to the Sr# tab. In the Openwindow, enter the service request number, and then click OK.
- Package and upload diagnostic data to Oracle technical support
Packaging and uploading diagnostic data to the Oracle Support desk provides the following two ways to create and upload unexpected event packages: Fast packaging and advanced packaging. The sample demonstrates how to use fast packaging. Fast packaging is a more automated approach, with only a few steps to perform. You only need to select a problem, mentionfor an unexpected event package name and description, and then schedule an unexpected event to be uploaded immediately or at the specified date and timesequential packages. The support Workbench automatically puts the diagnostic data associated with the problem into an unexpected event package, completing an unexpected eventpackage, create a zip file, and then upload the file. When you use this method, you will not be able to add, edit, or delete unexpectedevent Package files, and you cannot add other diagnostic data such as SQL test cases. To package and upload diagnostic data to Oracle Technical support, do the following: 1. On the Problem details page, investigate and Resolve (investigate and" Quick Package" section, click on the This will display the QuickPackaging (Quick Package) Wizard, create new package page. 2. Enter a name and description for the packet. 3. Enter the service request number to identify the problem. 4. Click Next, and then continue with the Quick Package Wizard packagingThe rest of the page. On the Review page, click Submit to upload the packet.
- Tracking service request and implement repair
Tracking service request and implementation repair after uploading the diagnostic information to Oracle technical support, you can perform various activities to follow up on the request and implement the fix. These activities include:? Add the Oracle bug number to the problem information. On the Problem Details page,Click the Edit button near the bug# tab. This operation is for informational purposes only. ? Add comments to the issue activity log: 1. The "Problem Details" page of the access issue. 2. Click activity Log to display the activity log sub-page. 3. Enter a comment in the Comment (note) field, and then click Add Commentnote) ". Comments are recorded in the activity log. Respond to requests made by Oracle Technical support to provide additional diagnostic information. Oracle Technical Support representatives mayinstructs you to collect and upload additional diagnostic information.
- Tracking service request and implement repair
Tracking service request and implementation repair (continued) in the Incident details page, you can run the Oracle guidance to implement the fix. The recommended guidance can be accessed in one of the following locations:? "Problem Details" page, "investigate and Resolve (investigate and resolve)"section of the Self-Service (self-service) tab? "Incident Details" page, "Checker findings (Inspector find knotpage (as shown in the example)Instructions that can help you fix serious errors include:? Data recovery guidance: corrupted blocks, corrupted or missing files, and other data failures? SQL Repair Guide: SQL statement execution failed
- Turn off unexpected events and issues
Turn off unexpected events and issues if you no longer focus on a particular incident, you can turn it off. By default, an unexpected event that is turned off does notappears on the problem Details page. The system clears all unexpected events after 30 days(whether or not these events have been closed). On the Incident details page, you cansuppresses the removal of an unexpected event. To turn off unexpected events, do the following: 1. Visit the "Support Workbench (Workbench)" Home page. 2. Select the question you want, and then click View.The Problem details page is displayed. 3. Select the unexpected event that you want to close, and then click Close.A confirmation page is displayed. 4. On the confirmation page, click Yes to close the unexpected event.
- Accidental Event Packaging Configuration
Accidental Event Packaging configuration You can configure retention rules and package builds. On the support Workbench (supported Workbench) pageRELATED LINKS (related links) section, click Incident Package Configuration (Unexpected eventpackage configuration) "Link to access" Incident packaging configuration (unexpected event package configurations) page. You can change the following parameters:? Incident Metadata Retention Period (retention period of unexpected event metadata): Metadata is aboutinformation about the data. The metadata for an unexpected event includes the time, ID, size, and issue of the unexpected event. Data is intendedthe actual content of the external event (such as tracking). ? Cutoff Age for Incident inclusion (contains the interrupt period for an unexpected event): This value includes the currentThe unexpected events to be packaged within the range of the cut-off period. If the break date is set to 90, the system will only include the last90 days of those unexpected events. ? "Leading Incidents count (leading unexpected event count)" and "Trailing Incidents count(subsequent unexpected event count) ": For each problem that is included in the package, the system will start from the problemSelect a certain number of unexpected events at the beginning (leading) and end (subsequent). For example, if the problem consists of 30unexpected event with a leading unexpected event count of 5 and a subsequent event count of 4, the system will include the first 5 meaningexternal events and the following 4 unexpected events. ? Correlation time Proximity (approximate value): When this parameter is defined as "simultaneous occurrence"interval between the two. Linking an unexpected event (problem) to some other unexpected event or issue can help you answer questionsQ: What questions appear to be interrelated? One condition related to judgment is time-related: finding a specificUnexpected events that occur at the same time as an unexpected event in the problem.
- Enterprise Manager Support Workbench for ASM
Enterprise Manager has enhanced Oracle Enterprise Manager for ASM's support desk to help diagnose unexpected events for Oracle ASM instances andpackaged and sent to Oracle support services. Oracle ASM Support Workbench provided by Oracle Enterprise Manager monitors Oracle ASM alerts and unexpectedevent. To access the Support workbench for Oracle ASM, do the following: 1. On the Database home page, click the Software and Support tab. 2. On the software and supports (software and support) page, click the Support SectionSupport Workbench (supported Workbench) in the 3. On the Support Workbench page, click RELATED links (RELATED linkssupport Workbench (asm_instance_name) under "section(Asm_instance_name)) ". You can view information about current and past issues on the problems page. To create a package to send to Oracle support services, on the support Workbench problemsproblem) page, select an unexpected event and click Package. After that, support the work stationwill guide you through the packaging process. Oracle University and Oracle CORPORATION use only
- Using Oracle Technical Support
? Oracle Support Services (OSS) provides 24x7 solution support.? Supported by: – My Oracle support Web site – Telephony –oracle Direct Connect (ODC) Remote Diagnostics tool? Customer Service Number (CSI) is used to track the software used by licensed customers andTechnical Support. Oracle Support Services (OSS) with Oracle technology enables 24x7 solution support for all Oracle customers worldwide. OssSupport Centers all over the world and can provide services whenever and wherever they are needed. Technical support is available to Oracle customers in the following ways: My Oracle supported WEB site, telephony, and OracleDirect Connect (ODC) Remote Diagnostics tool. Once the Oracle software is purchased, the customer receives a customer service number (CSI). This number is used to track a licensed user's usesoftware and support. Use the CSI number to access all available patches on the My Oracle support site,documentation and troubleshooting information. The CSI also allows customers to use the OSS Logging Service request (SR). Note: A service request was formerly called a Technical Support request (TAR).
Source: http://blog.csdn.net/rlhua/article/details/14162515
