Professional Documents
Culture Documents
Study Guide
Make sure the content and level of information is right for your current
level of experience. If any topic is new to you, take time to study it in more
detail before continuing.
Use this Study Guide This guide provides links Make the program work
along with the and information to help for you by pausing or
learning content to you get the most from replaying any video or
prepare for your your learning experience, testing actions in My
exam. so refer to it throughout Oracle Support.
your accreditation.
• Providing Feedback
– Use the Rate this Module link next to each video to provide feedback on that
video. Be specific about what you liked and what you would like to see improved.
– Use the Contact Us link to provide general feedback to the program team.
– If you get accredited, post updates to the Oracle Support Accreditation
Community with examples of how you are changing your business with
accreditation best practices. Tip: see the post-accreditation roadmap at the end
of the study guide.
• The Exam
– Please do NOT post specific questions and answers in community.
– Questions about specific exam questions should be forwarded to the program
team.
05 Product Certifications
• Click ‘New Folder’ to create a personalized folder such as My Oracle Support or create a series of product-specific
folders for topics like troubleshooting and patching.
• Click the arrow to the left of My Folders to expand it and see your new folder.
• Locate your newly marked documents and move them to your folder.
The modules will refresh your If any topic being demonstrated is new,
knowledge and proficiency with review any additional knowledge
resources and tools available to documents highlighted as important.
help you get started and then
stay up-to-date with Oracle
support tools.
You pick the time that works for your schedule to complete the content
and take the exam. We suggest setting aside 3-4 hours (minimum) for the
accreditation. Your individual time will vary.
Tip: There are no questions from Module 1 on the exam; it’s just
foundational information for you as you go through your accreditation
experience.
Use the control bar on the bottom of the video frame to pause, play, make the video When you take the exam, you receive immediate notification about your accreditation
full screen, or adjust the volume. Or, click and drag the cursor on the control bar to go status in the exam interface. The accreditation exam is 60 questions (multiple choice,
back a few seconds. If you mouse-over the video, the video name appears on top of the T/F) and requires a score of 80% to become an Oracle Support Accredited User.
header bar (along with an information button). If you click the information icon, details
about the video appear. Click the video image to return to the video view.
• Study Guide – Download the Study Guide and use it along with each video to prepare for your exam. You can use the Sticky Note feature to add comments or questions for
follow-up.
• Closed Captions – Make use of Closed Captions in the video console to display the script onscreen if prefer to read the narration. Use the options to adjust your display.
• How To Series – Leverage the My Oracle Support How-To Video series for any new topics. These short videos provide step-by-step demonstrations of basic functionality.
You can watch any of the videos at any time, and then return back to this accreditation. Be sure to make this document a favorite for your toolkit.
• Try It Yourself – Try it yourself to reinforce your understanding. Click the Pause button on your video and try the suggested action.
• Get Help – Finally, use the Contact Us link on your accreditation home page to engage the program team. We are here to help, so please let us know if you need anything.
When ready, select Take the Exam on the final module page.
When you pass your exam, use the Certificate link on the accreditation
home page to print your completion certificate.
We will cover recommended best practices for both users with the
Customer User Administration (CUA) role and non-CUA users.
Oracle
Support
• Best Practice: Establish a minimum of two CUAs per support identifier. Why is this important? Managing user access requests
in an ongoing function of the CUA. Having multiple CUAs in place ensures that users like yourself have adequate coverage and
back-up coverage if any CUA is unavailable.
• It’s a similar process if you need access to a new Support Identifier. Select Request Access and enter your SI. If you
have a serial number, select Find a Support Identifier and enter your serial number. ONSCREEN – Again, be sure
to include the business justification.
• Best Practice: Enable SR Details – this option is available when the CUA enables this feature on the SI. This
enables you to receive email updates with the body of the update in the email for most product lines.
• Best Practice: If you need assistance to locate your SI, log a non-technical Service Request, located under Contact
Us in My Oracle Support. Or, for partners, access the Oracle Partner Business Center and log a non-technical
Service Request.
• Best Practice: Think about the future – If you know that your role is changing, make sure your access levels and
support identifiers are in alignment. Let’s say you just joined a new project team for a different product. Although
you log service requests, this is a new team and they use a different SI from your current team. Find out which SI
they use for service requests and submit a request to add that SI. Remember to include a business justification
that explains why this specific SI is required.
• If you need access to a Support Identifier once you have registered, select Request Access and enter your SI. If you have a • You can resolve these issues by
serial number, select Find a Support Identifier and enter your serial number. Add the reason you need access and the accessing My Account and checking
request will be reviewed by your CUA. your Assets status – if says No
Access, it needs to be changed to
• Most user access issues can be addressed by the CUA for the SI. It is the role of the CUA to make sure the correct level of View in order for you to see assets.
access is established for each of their end users.
• If you do have No Access, contact
• You have flexibility to the layout of the dashboard based on the tasks you perform. Take time and spend a few minutes to your Administrator (CUA) and
lay out the dashboard exactly how you like. request access.
• My Oracle Support Resource Center – You can search for ‘My Oracle Support
Resource Center’ in My Oracle Support. You can also locate it within the Getting
Started on the dashboard home page (Existing Users: What’s New, Doc
873313.1 ). Click the star icon to make it a favorite and check back often as this
is a great resource. Navigate through the tabs when you have time and look at
the available content. With every portal release, there are release notes under
What’s New which provide the latest information about updates in My Oracle
Support.
• Best Practice: Try options to stay informed and see how they work for your role
– and how you like to be updated. If you are getting too much email, change
your options. You could change your frequency to Weekly if that is a better fit
than daily emails.
• Product Support Blog and Newsletter Index – each of the product lines often have great content about how to stay informed about their product or how to stay informed
about product-specific features within My Oracle Support. Over time, many of the product lines have transitioned from the traditional newsletter to a product blog format.
Find your product of interest and locate their product updates. Product Support Blog and Newsletter Index, Doc 222.1.
• Blogs – there are two blogs we would like to highlight. The first is Support Portal and this is the My Oracle Support Blog and the second one is the Get Proactive Blog. This
also has tips and tricks for using My Oracle Support and from this one you can see there is a link through to Twitter. If you select that, it will take you through to the My
Oracle Support Twitter account, which you can subscribe to. The link for the My Oracle Support Blog is in the Getting Started region – Support Portal Blog. Access the Get
Proactive blog from the Get Proactive Index, Doc 432.1 – Get Proactive Blog
• Essentials Webcast Program – The Essentials webcast program has a great list of topics including the My Oracle Support basics that provides more detail topics covered in
this module you can select the time and language available to you. My Oracle Support Essentials Webcast Series, Doc 553747.1.
• Help menu – There is always the Help menu located up in the top right-hand corner in My Oracle Support. It is content-sensitive based on the page where you select it. Best
Practice: Leverage the help menu. This resource is often under-used. It takes just a minute to look up content of interest to learn more about the topic, how to use it, and an
explanation of the feature.
• Search refinement
• PowerView filtering
• So, why does this matter to you? We want to help you find relevant content and solve your problems and answer your questions – quickly and easily. That’s it. The full value of
My Oracle Support is delivered to you when you are able to find what you need.
• Most users start their search by entering in a key word in global search; the knowledge search engine works best with a natural language search where you type a phrase or a
question or more than one keyword. For example you might have noticed that as you type – a list of suggestions appear. This list is displayed based on your knowledge settings,
located under My Account, Knowledge Preferences.
• The search suggestions are displayed based on the settings in this preference and you have a few options – either ON or OFF, and if ON, how many do you want supplied (5 or
10). For example, I can edit this and select 5 and apply. Now, when I start to type, only 5 suggestions are returned. The other options are all best left ON as they support your
search experience within My Oracle Support.
• Global search is available on most tabs. If you search within the global search box, your results are displayed on the knowledge tab. Search performs best when you enter a
phrase or a set of key words.
• If I enter My Oracle Support Training – the words are treated as My Oracle Support and Training. Notice the difference in the results if I put quotes around ‘My Oracle Support
Training’ – now I have results with my exact phrase. When I type in just the word training, the tips recommend what I should do to improve my search. When the results are
displayed, you can change your search results by clicking on the different knowledge bases. You can click to add or remove and the results are updated in real time. Did you
notice that if the search has no results in the Knowledge base, the search automatically includes the other sources?
• Best Practice: Think about exactly what you need to make sure your results are targeted and effective and filter by selecting the product, adding more terms, etc.
• Have you used PowerView to streamline your search for specific products or support identifiers? You can create a PowerView to filter by product. How PowerView works is
covered extensively in the PowerView training video accessed from the My Oracle Support Video How-To Training Series. Best Practice: check if your PowerView is ON or OFF if
you are not seeing the results you expect from your search. If you have a product-specific filter on, it will limit your results to that product and may not be applicable to a more
generalized search need.
• Sometimes when you search, the results include documents with the word ‘assistant’ in the title. These documents have been created to assist you in locating answers for a set of
symptoms. For example, a troubleshooting assistant document co-locates typical symptoms you may be experiencing. The document displays a set of prompts for you to select
from – based on your answers, the assistant displays one or more documents that may have the solution for your set of symptoms.
Example #1 – PowerView for product line Example #2 – Search Refinement by Update Date
• Sue wants to find content related to JD Edwards EnterpriseOne. • John wants to search for content related to Siebel CRM but with a more specific
parameter.
• She has tried several searches in the global search field, but did not find exactly
what she wants. And, it feels like it is taking too long to get results. • He was talking to a support engineer about fix packs and the engineer indicated
that he had just updated a knowledge document that has information relevant to
• Which search or filtering technique should she follow? In this scenario, we would John’s question.
recommend that Sue create a new PowerView filter.
• Is it possible for John to review content based on update date? Yes, he can use the
• She could select Product Line and then JD Edwards EnterpriseOne, and Create. Knowledge tab and input his product, version, and select ‘Updated in the last 2
weeks’ as the time filter.
• She can see that the new PowerView is set to ON as it appears in the global area at
the top of My Oracle Support. • This allows him to focus his search to recently updated content.
• If she types in a search for JDE patches, all her results on the knowledge tab are • In this scenario, John uses the inline product refinement option on the Knowledge
related to JDE. And, she can see that the Knowledge tab shows that PowerView is Tab to narrow his search results. The date parameter is especially helpful if he does
filtering by Product Line. not know the exact wording of a document name but knows that it was just
updated.
• She can now refine her search to be more targeted and know that she is reviewing
all the content the JDE product team has developed.
• It is a very fast and targeted way to learn about content in My Oracle Support that
can help you understand terminology, how things work, and give you information
that may help you further improve your search technique.
• If you click the Help menu in the upper right of the global banner, it displays the
documentation manual focused on your current page.
• For example: if John is on the Patches & Updates tab and clicks the Help menu, he
sees content for patch topics like Patching Quick Links, Patch Searches, and Patch
Details. If he switches to the Service Requests tab and clicks Help again, he can see
content such as How do I search for a service request? or How do I create an SR?
• Best Practice: try out some of the search techniques covered in this module. Make
sure you understand the best way to find content of interest. Frustration with
searching is often related to search technique. Effective search technique saves you
time, helps you avoid unnecessary service requests, and benefits your company by
helping you find (and leverage) the latest information available.
“The Help Menu offers users a powerful filtering
mechanism and is easily accessible as you navigate. You
can save a lot of time by simply clicking Help wherever you
are in My Oracle Support to find targeted content (without
setting filters or creating a search).”
This module covers product certifications using the Certifications tab with
a focus on best practices for leveraging this information for your business.
The content builds on your foundational knowledge about using the search
functionality on the Certifications tab.
Foundational Knowledge
Need help with the basics for Certification?
• How To Use My Oracle Support Certifications, Doc 1945326.2
Directory/ Operating
LDAP Systems
Desktop Enterprise
Applications Applications
1 2 3
Let’s start with some common scenarios.
New Hardware
7 1 Get Proactive
Ask questions in
My Oracle Support
Community
6
Develop effective
search technique
Ready to change your 2
business with Certifications
best practices?
5
3
Leverage Certification
Quick Links
Search My Oracle
Support 4 Prepare for
Upgrades
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
5.6 – Details on the Recommended Best Practices
Best Practice Make It Work For You
1 Get Proactive Review your product combinations on a quarterly basis to make sure your products continue to be certified to work
together. This is a good way to avoid surprises when you begin your next upgrade cycle. If there are noted concerns
with length of support or a specific combination, review that data with your leadership team. Be sure your components
and versions are documented to easily research support availability for your current footprint.
2 Develop effective search technique for Find what you need quickly at any time during your product lifecycle. Confirm if your products are available on the
our products Certifications tab. Consider saving searches for easy access in the future.
3 Leverage the Quick Links region There are helpful links to training content, tips, and certification news.
4 Prepare for Upgrades Check to make sure your planned product combinations are certified to work together. Review the available support for
the product combination and any patches required to enable the products to work together. If you are researching an
upgrade for your team, provide several options for the upgrade plan.
5 Search My Oracle Support If you don’t see the exact information you need on the Certification tab, search in the portal to confirm if product-
specific certification data is be available from your product team. If you find certification resources for your product,
make them a Favorite for your customized toolkit. Save time by not having to search for the same content again.
6 Ask questions in My Oracle Support Questions about Certifications can be asked in your specific Product Community. Locate the Product from the Space
Community List and look for a certification sub-space or the most appropriate product sub-space. This is also a great way to see
what your peers are saying about specific upgrade paths that may relate to your upgrade plan. If you find a relevant
sub-space for discussion, follow it for future updates.
7 Provide feedback Use the Give Feedback… link in the upper right from the Certifications tab to send your feedback directly to the product
team. Let them know about your experience, specific content you found helpful or additional information you need.
• Bob’s company wants to upgrade their E-Business Suite products to Release 12.2.5. He needs to get ready for a project meeting later in the week by investigating certified
combinations for the proposed upgrade path.
• He logs into My Oracle Support and navigates to the Certifications tab. His first step is to create the search. He doesn’t have a saved search for the current product set, so he
will create a new one. He enters E-Business Suite, Release 12.2.5 and the Platform, Linux 5, and selects Search.
2.
3.
This search relates to a
Adding a Platform further
proposed upgrade, so he
targets the search.
selects a future release.
1.
Start typing the product
name to bring up a list of
products in the system.
2.
Expand and review the
relevant components here to
see what combinations are
certified.
• From here, he can select 11.2.0.4.0 from the Data Guard row to learn more.
1.
Select the desired version
associated to the Database
product.
1.
In particular, check out
2. the Ongoing Support for
The team wants to ensure the length future planning.
of coverage aligns to their planned
roadmap, including availability of
patches for Ongoing Support.
1.
Use the breadcrumb
trail to easily 2.
navigation your path. Select ‘Edit Search’ to
edit the current search or
Save it.
3.
Use the View link to 4.
export to Excel or Send the link to your
print. team if you want
others to review the
data.
• The search process is the same as covered for the upgrade, except the focus is on the current versions. Review each component and the associated support coverage.
1.
This search relates to the
current release in
production.
2.
Review current
versions in your
combination to note
support dates.
This module covers best practices for patching and will build on some of
the concepts already covered in the series including product certification
and access privileges.
Patch refers to code that may fix or provide additional functionality to your
software. Some product lines call these a Quick Fix, some call them
updates, firmware, or patch. Regardless of the name, your process to
locate and download the patch is the same.
• Patch downloading
• Or, you may run into some type of issue and your application or hardware is not performing as expected. These articles are easy to locate by entering
in terms such as patch advisor.
• You may have an error string or code problems and you search the knowledge base and a patch is recommended.
Select the lifecycle advisor, locate the
• Or, you had an issue and called Oracle Support. product of interest, and select upgrading or
patch advisor.
• Regardless of the trigger, you need to download a patch – and there are a number of simple ways to do this.
The content is laid out in a tab format, using
a step-by-step approach to evaluate, plan,
test, and implement patching and
maintenance activities.
• For example, you want the patch set for database 11.2.0.2 and are provided patch number 10098816. Just enter the patch number, click Search, and the results are displayed.
The table is sorted by selecting the column names.
• Based on the details you provided, this search shows every platform. Select Edit Search, and add your platform (Oracle Solaris x86) and the results are refined.
• If you are working with a team, you can share the results using the Share Link feature.
• Selecting the patch number provides additional information (if available) such as a list of the bugs covered by this patch, download access level, and related knowledge articles
referenced by this patch. There is even a count of downloads and a trends option.
• Best Practice: be sure to notice if a patch has been superseded. The Download Patch page will provide that data for you and recommendations.
• If you have questions, you can enter them directly into the community from this page. In addition, you can review what others have been posting about this patch.
• Recommended Patch Sets – Some teams, like E-Business Suite, have created a Quick Link to the
patch sets or recommended patch sets for its products.
Plans
Advisors
Patch-Related
recommended patch advisor (Patch require configuration manager trail of your activity. You can see
Search > Search) allows you to enter 10.3.2 or higher to be installed. what you’ve downloaded, viewed,
a product and get the latest release Patch plans allow you to review the discussed and any patches you’ve
by selecting Oracle Solaris, release patches against a specific flagged as favorites.
11, for your x86 64-bit platform and configuration and patch plans are Similar to certifications, sometimes
the latest release is displayed. currently available for the product you can’t quite find what you are
Or, select between two products lines shown here. looking for. Many of the product
such as Oracle E-Business Suite Example: you have a collector lines have created content in the
latest version and Oracle Database installed for one of your systems knowledge base to directly link to a
latest version. and you select one of your matrix of patches, versions, and
You select search and the list of configurations and select latest DB releases.
recommended patches are release and run an analysis. Many of the different product lines
displayed. Note that it provides the order of have created how-to documents for
patches to install and there are no patching, searching, and provide
conflicts. additional background about how
patching and maintenance works for
their specific product.
• Document Your Plan – Best Practice: Have your current product, OS, and patch levels documented and readily available. When you look for patch information in My Oracle
Support, update your upgrade or patch plan with your latest information. Do you know your patch level at any given time? Do you proactively look at available patches on a
quarterly basis? Finding patches or patch information is only part of the equation, the big picture is about keeping your platform up to date and delivering against your
business objectives.
• Ask Questions and Get Answers – If you still have questions, find your product family in the My Oracle Support Community. Look to see if there is a patch-related discussion
and if not, post a question at the product level and the support team will investigate and provide the answer you are looking for.
Patching Quick Links • Add this region to access a set of links to other patch
related resources.
Patch • Add this region to view the set of recommended ▲
Recommendations patches based on your system. Requires Oracle
Configuration Manager (OCM).
Patch Related Activity • Add this region to view a history of your recent activity
including patches viewed, downloaded, discussed or
marked as favorites.
Patch Search • The most commonly used patch region. Add this region
to search for patches. You can search by patch name or
by product and release.
Plans and Patch • Add this region to create patch plan and manage patch ▲
Requests requests. Requires Oracle Configuration Manager
(OCM).
Upgrade Planner Add this region to build upgrade paths to help you ▲
•
upgrade to more recent releases. Requires Oracle
“Customize the regions on the
Configuration Manager (OCM). Patches & Updates tab. What
regions work for your environment
and search needs?”
2. Track Critical Patch Updates – Review Critical Patch Updates as part of your Oracle Product patching strategy, including being able to locate and deploy Critical Patches.
3. Customize the regions on your Patches tab – Take a minute to review the patching regions available and update the tab options to best meet the needs of your role.
4. Become an expert on product-specific patching – Use Get Proactive to locate patching content under Upgrading for product-specific information. Review Patching modules
in the Level 2 Accreditation series for the products you support. Leverage Patch Advisors for detailed instructions and targeted information. Use Quick Links and the
Knowledge Base to locate additional content about patching.
5. Manage your SIs and patch download privilege – Check your Support Identifiers to ensure you have the access you need for patching. If you are not sure about your current
privileges, view My Account under your name. Locate the Patches column and validate you have Download access.
6. Expand your Toolkit – Use additional tools available for products supported by collector.
7. Leverage patching community – Use patching community for your Oracle products to stay current on the latest patching questions and answers. If you want a peer review
of your patch strategy, use the appropriate product patching sub-space, and ask Support Engineers and your peers for feedback.
8. Use OCM – If you have Oracle products installed that can use Oracle Configuration Manager, install and use it.
9. Review your Support Policies – Understand the relationship between Patching and your lifetime support policy. You can look up content such as
Critical Patch Updates and availability against the support stages.
Research patches for your product combination and Post questions directly to the patching community If you locate a patch that you believe resolves an issue
access the readme to learn more about the patch. associated to the patch you are viewing to learn about or adds desired functionality, work with your internal
the experiences of your peers. technical support team to have the patch reviewed and
If your role includes being part of the test team for a tested.
new patch/release, the readme is a good first look at
the content you will be testing for your users.
Today, we will recap some of the features available within the My Oracle
Support Community, starting with updating your user profile, locating
spaces and sub-spaces, following spaces and people, creating discussions,
managing your notifications, and participating in the community.
Many My Oracle Support users log service requests for issues which are
just questions.
Did you know that the same support engineers who resolve technical
support requests also work within the community?
• Who is in community?
• Using sub-spaces
• Sort your activities by making different connection streams (you can have up to 10). Then, within the connection streams, Post Questions
turn ON or OFF notifications based on what you want. The tip here is if you follow a product space, then you get notifications
about all the activity in that space and your inbox may become large very quickly. Another example is if you follow the My Best Practice: Always find the most
Oracle Support Community at the top level, then you are following EVERY space and every sub-space within the whole relevant sub-space before posting a
environment – and your inbox will explode. question. This gets your question
directly to the right experts rather
• You will notice there are always a few gurus who seem to have answers for questions in your sub-space community. You may than having it re-assigned to a
wish to follow those individuals by mousing over their avatar and selecting FOLLOW. Users become gurus by answering different community.
postings with replies that are marked correct by the original poster.
• Learn more about how the points are assigned by clicking your avatar and then View Profile. Mouse-over your points total to “New Questions: include product,
see how points are earned. version, and details on what you need.
What are experiencing or attempting to
• Be sure to indicate which reply resolved your issue and mark it Correct. This enables other users to find questions with
do? Is there an error message? Give
answers skip your question as they can see a Correct reply has been provided and no further update is needed.
some background about what it is you
are trying to do and some examples.”
• Best Practice: Make use of the product-based resource tools co located in the Get Proactive Portfolio.
• The Get Proactive Series can be accessed from either the Getting Started Region, the Knowledge Tab, or by Searching on Get Proactive. Document 432.1 is the introduction
page to learn about the portfolio, and allows you to select a product of interest and then access Best Practice Tools and resources highlighted by the product team to Prevent
and Resolve issues and Upgrade your Oracle Products.
• For each link there may be an ACT link to provide more content and a DISCOVER link to access a video that explains more the feature or tool.
• Many of these product-based resources are reviewed in the Level 2 product based accreditation series. Some of the features listed in the Get Proactive pages require the
installation of Oracle Configuration Manager or the Oracle Hardware Support Tools bundle.
• If these terms are new to you, I would recommend that you review the Essentials Advisor Webcast program, Doc 553747.1 and look for sessions covering Oracle
Configuration Manager or Oracle Hardware Best Practices for a deep dive on this topic and the ability to ask questions during the live presentation.
• The first two collection tools are Oracle Collection Manager and Oracle Enterprise Manager Harvester collection job. These tools are available for the displayed products, as
you can see many of Oracles Products can make use of this feature. The data collected is analyzed and made available within My Oracle Support and based on your product
you can make use of the following features available in the Systems Tab.
• There are many existing knowledge articles that explain how to set up these tools in your environment. The core point I would like to stress is that these tools only collect
your configuration data in Oracle Home and automate the sending via a secure method of this data to Oracle. We don’t collect your data and we have a very strict Data
Security and Privacy policy in place to ensure only the Oracle Support Engineer working your issue has access to your configuration information.
• The configuration information supplied by you, is made available within My Oracle Support in the System Tab or the Dashboard. The analysis is done on our side, therefore
there is no impact to your systems and you can view an analysis output on the Systems Tab in each of the regions, for example: System Patch Recommendations, System
Health Recommendations and an overview of your configuration.
• Based on how frequently you send this data, you can track changes that have occurred in your systems. Best Practice: Use the configuration data to ensure you apply
recommended patches, make use of the upgrade planner, and address the Health recommendations. This data can also be used when triggering a Service Request to provide
the Support Engineer with everything they need to get started.
• ORAchk – Another tool available for Software users is ORAchk. This tool checks your configurations by performing an Audit. It does this by interrogating your Oracle stack
components and provides a series of output files that cover your System Health Score, known issues and recommended solutions. Use the link below to further research
ORAchk for your role and business. Review, download, and install ORAchk to resolve known issues on your Oracle Software Products.
• Get Proactive Portfolio, Doc 432.1 | ORAchk, Doc 1268927.1 | Oracle Services Tools Bundle (STB), Doc 1153444.1 | Proactive Analysis Center (PAC) – Doc 1634073.1
• There is a detailed instructional document, Doc 1634073.1 that provides screen snapshots, an overview, and a video to • SNEEP allows for easy serial number
explain how to use this application. Using the Proactive Analysis Center enables you to diagnose how at risk your systems identification for those older systems.
are by displaying a risk index and providing detailed information on how to address and resolve each risk identified.
• ACT is a crash dump analysis tool.
• This Best Practice resource is a holistic proactive system solution and has been known to assist with quickly identify Installing the Oracle Services Tools
vulnerabilities for at Risk Systems, decrease the operational cost by managing downtime and reduce the number of service Bundle installs the Explorer and
requests and potentially the time to resolve the issue. enables you to automate the data
collection.
• Set up Auto Service Request to enable your system to automatically notify Oracle
Support and open a prioritized Service Request on your behalf when a specific
hardware fault has occurred.
• After installing the Sun Service Tools Bundle, review the information on
oracle.com/asr to learn more about installing, configuring, validating, completing
the activation and testing your ASR installation.
• Once enabled, the electronic fault telemetry data will be sent securely to Oracle
using a one-way method; therefore, there is no risk to your environment.
• This best practice resource enables Oracle Support to work the issue before you
are even aware of it and parts are dispatched on receipt of the service request.
It is a best practice to use the My It is a best practice to validate your Many products will require you to
Community
My Account
Diagnostics
Oracle Support Community to post My Account access levels. upload some type of output or
any ‘how do I’ type of questions. diagnostic message. Have you
Do you have the right Support followed the hardware and software
The community is available 7x24. Identifier associated to your best practices? For example, have
The same Oracle support engineers account? And, do you have the you enabled collector for your
who work your service requests also Create and Update access level if software? If you have enabled Auto
Service Request for your hardware,
participate in the community. you need to log SRs? your system may have logged a
Be proactive. Gather what you need Service Request for you.
to log the service request. Do you
have the log files, diagnostic output,
error messages, and business
impact?
• Step one is the problem-definition stage where you outline the problem and where the problem is located. Based on your product selection, you may be prompted to answer
more questions, and it may even trigger a guided resolution. The guided resolution is triggered when there may be a known solution to your issue.
• Based on the data you entered, the second step is to identify if your issue is a known issue and a solution already exists. If the guided resolution does not resolve your issue,
it displays instructions about data to collect. If the guided resolution was not triggered, you may be presented with questions to gather more information about your issue.
• The third step is more details. Again, based on the product problem definition, a number of uploads may be requested. We will not ask for data that we don’t need. The files
being requested aid in the timely analysis of your issue.
• The final step is to determine how critical the issue is to your business. Best Practice: review your support policy for a correct understanding of the severity levels. Not every
issue is a severity 1. If you select Severity 1, additional data is required.
• SR Updates – Best Practice: Enable SR Updates to be included in the body of the email. This helps you be more Now, let’s look at managing your service
efficient by allowing you to read the full update that the support engineer has entered. Check with your CUA to ensure request.
they have activated this feature for the SI you are associated with and that your organization supports the use of it.
This is quite easy, especially when you
• Online Chat – When in the office, enable the online chat feature. Being available for chat can save you and the support follow recommended best practices.
engineer time. The support engineer may initiate a chat session to share a solution, validate a solution, or request
additional information.
• Primary Contacts – Manage who is the primary contact for your service requests. If you will be out of the office, you
can easily adjust this field. If you resolve your issue before Oracle does, select the reason and provide a comment. This
improves our knowledge and enables Oracle Support to create knowledge documents to assist other users.
• Ensure Your Data is Complete and Accurate – During the SR process, there may be times when you feel the SR is not
progressing. Be proactive. Validate your problem statement, business impact, and severity. Are there any milestone
dates documented in the SR or against the particular support identifier? Is there a workaround? Did the workaround
work for you? Or, is there something stopping you from implementing the suggested workaround?
• Request Management Attention – You can request Management Attention by either updating the SR by providing the
answers in the template displayed or by calling the Support Hotline Number and provide the same information to the
support engineer working your service request. Management Attention is about bringing the right resources to your
servicer request, improving the communication process, and creating an action plan to resolve your issue. To learn
more: How to Engage Management Attention to a Service Request with Oracle Support Services, Doc 199389.1.
• Do you know what to do if your attachment is larger than 2GB and you
have been asked to attach it to the Service Request?
• Learn more – How to upload and attach files to Service Requests, Doc
1596914.1.
Today’s session is for those of you who are busy at work, in meetings, or
have stepped out for a coffee and need to be able to quickly update your
service requests or respond to a user request for access to My Oracle
Support if you are the CUA.
You can access it from mobile phones with Internet access and I’m going to
quickly recap how to update your service requests while having a cup of
coffee, search the knowledge base, and I’ll include how to manage user
requests if you happen to be the CUA for your Support Identifiers.
Just remember when I say mobile phone I mean cell phone or whatever
you call the phone you walk around with that has Internet access.
• Best practices
• Log into Mobile My Oracle Support – http://support.oracle.mobi. You let the engineer know you uploaded some
files prior to stepping out of the office, and you post a message and provide your update. Best Practice: Bookmark
the Mobile URL for easy access on the go.
• While getting your coffee, you received a Tweet about something to do with Solaris 11; you selected the link to find
out more information. You view the knowledge document within your mobile device, reading through the details
and accessing any hyperlinks; this one has some terms you have seen before and it has a bug, so you mark the bug
a favorite and also mark the document a favorite. When you are back in the office in 10 minutes, you can go back
and this information is available to you under your favorites.
• If you are the CUA, you can view notifications and in this example, a user is requesting access. You can approve or
deny. Best Practice: Approve for just default level (general access) until you determine who they are and what
access they need for their role. You remind the user to learn how to use My Oracle Support so they can get started
quickly and reduce possible questions back to you as their CUA.
– The Help menu in the top right-hand corner. Once you view the table of contents, enter ‘Mobile My Oracle
Support’ to view the full how-to guide
Let’s review what we have on the mobile version of My Oracle Support. You have access to knowledge,
service requests, and some settings. You can create filters for your service requests such as SRs where you
are the contact. From here, you can select a service request of interest and mark it a favorite. You can
review the content to date by scanning through all the updates.
The content today will refresh your understanding of what the support
policies are, where to locate them, what’s covered and not covered under
a technical support policy and additional resources.
Oracle support policies provide the coverage you need, when you need it.
They are simple, predictable, and flexible – providing support for the
complete Oracle technology stack.
There is support for your Oracle service and storage or Oracle software or
engineered systems and solutions.
• Best Practice: Understand the stages of support coverage and know how to locate and review your policies • Oracle support engineers are not available to assist
as needed. with mapping business requirements to product
functionality.
• In the module that covered certification, the use case demonstrated how to review the support
information for products. • Educating system admin staff on how to write and
run scripts.
• If you are not using the Certifications tab or if the content is not available there, you can locate the
information by following the links on oracle.com. Download the PDF and search within it to quickly see • Addressing issues with debugging code that is part of
what is covered for each product. a unique customization you have introduced that is
not listed as supported in the specific product user
• The policy PDFs outline what is covered for support. The policy covers troubleshooting and problem guide.
diagnostics that use experienced implementation and use of Oracle products.
• Assisting with schema and attribute design or the
• The Oracle support team assists with the fixing of product-based support problems. proper tuning of index or search filters against Oracle
software products.
• Oracle Lifetime Support Policies | Oracle Technical Support Policies
• Oracle Roadmap – The support staff cannot discuss
what is in or out of any future product release,
release dates, or roadmaps.
• The level of Patch Download is directly associated to the type of Oracle Support policy you have purchased. Note: once a patch moves out of Premier Support into
Extended Support, you may find that you cannot access
• You can locate your page download access under My Account. patches created in the Extended Support period – your
organization will need to purchase Extended Support to
• If you do have issues downloading a patch, review your Patch Download Access levels under My Account. access the patch.
• Check back often to the support policy pages on oracle.com as content does change and this is your source
of truth for what is covered.
• Within My Oracle Support, you can locate documents where specific product teams have listed out
additional content. Search using terms such as Technical Support Policies.
• Best Practice: Develop a strategy for managing your product installments against your support policies.
Consider checking your policies quarterly to ensure alignment with your goals and any upgrade plans on the
horizon. This is a good opportunity to be proactive and make sure you have the coverage you need.
This view elaborates on the best practice we just covered. If you are
planning for future upgrades or monitoring your current product
combinations, you can easily see your support end dates and how
long patches will be available for the specified combination.
Availability of patches
Develop Your Fully Qualified SR – Get Your Issue Moving to Resolution ►►►
ACTION DETAILS
Gather • Before you initiate the new SR, gather data that Support will need to start working your issue – exact error message, log files, screen captures of what
information for you or your users are seeing, detailed business impact of the issue.
your SR • Best Practice: If you note an unusual behavior with your product, go ahead and grab a screen capture. You may be able to solve it with known solutions,
but this screen capture may be important to a future SR. If you are not able to reproduce the issue, this is your evidence of the problem. Note the day,
time, user actions, and results observed.
Problem • What is the problem – Your problem statement should be very specific.
Statements • Users impacted – One user unable to complete a process is different from all users are unable to conduct business. Are users completely unable to
perform a function or just limited in performing the function. Only users with XYZ privilege or role.
• Occurrence – Just a single time? Happens repeatedly? Only happens when XYZ occurs.
• What happened before the issue – Any change in your environment? Patch applied? New users added/removed from system? Upgrade? Process
change? Do you have a clear date of when it last worked?
• Can you reproduce – Is the issue reproducible? Have you tried to reproduce? If so, what happened?
• Actions you took – After the problem was noted, did you apply any solutions or changes? Apply a fix? Change a setting? Reboot the system? Add or
remove a user or parameter? Roll-back a fix? Change a user’s privilege?
Products, versions, • Be sure your selections match your set up. These details ensure your issue gets to the right engineer with the right product knowledge and avoids a
systems delay if SR needs to be re-assigned to the correct product team.
Expanded
Space List
Top-Level Spaces
(Communities)
Click here to go to
the Top-Level Space
Click a Sub-Space of interest
Leverage Your Study Guide to Prepare For Your Exam Take Your Exam
Did you use the study guide throughout your accreditation? Take a few minutes to Click on Take the Exam from the final module page. Start your exam by clicking Play.
review the study content now and check on any notes you took during your learning Carefully review and answer each question. Click Finish Test to submit your exam. If
experience. Make sure you understand the core functions and the suggested best you do not pass, you can re-take your accreditation exam once per 24-hour-period.
practices.
2
Click the Completion
Certificate link to open and
print your certificate