Everyone wants a checklist of best practices and this blog provides many of them. Is there a magic formula to projects and tasks for each and every product scenario? Information without transformation....is just information.
Using My Oracle Support and any of the below resources is all about change management.
- Use Configuration Manager - Install it and configure it (if you can use the flash-based interface)
- Leverage the Projects capability to create projects/tasks and objectives. Link your systems to them.
- Input all your milestone dates and associate all users involved
- Diagnostics available
- Install EBusiness Diagnostics if you are running those products. There's over 250 of them.
- Install RDA, OS Watcher, and HangFG on the server side. There are over 300 DBA Scripts too.
- Use the Maintenance Wizard if you are performing an EBusiness Upgrade.
- Create Draft Service Requests and have your files ready from the diagnostics above.
- Leverage Oracle Web Conferencing to assist in problem validation
- Better yet, DITO
- Leverage the Escalation process as necessary
The Best Support is no Service Request.
The Customer Support Management team is offering scheduled sessions on My Oracle Support, Configuration Manager, Tools, Diagnostics and Support Best Practices. Check the Advisor Webcasts or contact support-training_us@oracle.com for more information.
Comments (2)
Recently, I filed 2 Service Requests including one which was a P1. I made sure I use the configuration using Configuration Manager to enter the SR. Also, I uploaded RDA files and diagnostic files from the Diagnostic tool. Finally, I had uploaded raw and formatted trace files (for the P1) for the issue.
Oracle Support analyst was quick to analyze the issue with all these information and direct us in the right direction regarding the solution.
A most satisfying and rewarding experience to use all these readily available 'catalyst' tools within myOracle support!
Posted by Mohan Dutt | November 24, 2008 11:39 PM
Posted on November 24, 2008 23:39
Mohan. You are the brand new poster-child for Support. Thank you very much for relaying your positive experiences to the rest of the customer community.
Adopting the tools, diagnostics and resources available will help reduce the overall time to resolution to service requests. Configuration Manager along with EBusiness Diagnostics, and scripts like RDA are all part of the support investment.
Ultimately, it's the proactive reports, diagnostics, healthchecks and patch advice that will eliminate the SR entirely. The best support is no Service Request!
-Chris
Posted by Chris Warticki | November 25, 2008 9:06 AM
Posted on November 25, 2008 09:06