Thursday Mar 08, 2012

Proactive Support Presentations

Have a look at the Hardware and Software Proactive Support presentations and best practices from OpenWorld 2011.

Oracle Corporation
Get Proactive!
Proactive Support Presentations

Oracle


The OpenWorld Sessions Index [Doc ID 1360714.1] includes:

Best Practices for Maintaining and Upgrading Oracle Solaris

Best Practices for Maintaining and Upgrading JD Edwards [Doc ID 1360718.1]

Best Practices for Maintaining and Upgrading Oracle Database

Best Practices for Maintaining Oracle Fusion Middleware and Oracle Exalogic [Doc ID 1360530.1]

Best Practices for Supporting Oracle Exadata

Best Practices for Supporting Sun Server and Storage Systems

Best Practices for Maintaining and Upgrading Oracle E-Business Suite 12

Best Practices Supporting Oracle Enterprise Performance Management Applications

Best Practices for Maintaining and Upgrading PeopleSoft Enterprise

Best Practices for Maintaining and Upgrading Siebel CRM

Best Practices for Maintaining Primavera EPPM Solutions

Best Practices for Maintaining and Troubleshooting Oracle Fusion Applications

Get Proactive: Best Practices for System Uptime and Performance

General

Problem Prevention

  • Why use the Oracle Configuration Manager (OCM) (Video)
  • My Oracle Support Health Check Catalog [Doc ID 868955.1]
  • Introduction to the new Health Recommendations features in My Oracle Support (Video)
  • Oracle Sun System Analysis (O.com)
  • Patch Recommendations & Patch Plans (Video)
  • Upgrade Planner (Video)

Oracle Configuration Manager (OCM) - go to Collector tab in My Oracle Support portal to access resources and training to learn more and get started using OCM.

Automated Diagnostics / Resolution

· ORA-600/ORA-7445 Error Look-up Tool [Doc ID 153788.1]

Best Practices

· Oracle Support Lifecycle Advisors [Doc ID 250.1]

  • Introduction to the new Certify Search in My Oracle Support (Video)

Communities
My Oracle Support Community


Oracle


Thursday Jan 12, 2012

Ask that Support Blogger...he'll know (RSS for his Paper)

Hi Chris, I was trying to find the RSS feed link for your "#Oracle News, Info and Support"; I'd like to unsubscribe the email feed and switch to RSS.

Answer:
Great question.  RSS isn't a feature from the service itself, however I have found a solution for you.  Go to; http://labs.receptional.com/rss/paper.li/ Put the following into the 3 fields

Then you can remove yourself from receiving the email and then follow the RSS.  This is a great way to reduce your email.

You can also follow me on Twitter and receive notification of the daily release of my newspaper.

Thanks
- Chris Warticki, Global Customer Management
#Oracle News, Info & Support
@cwarticki


        
    

Wednesday Jan 11, 2012

Ask that Support Blogger...he'll know (Notifications)

Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information?  My customer wants to know about the release dates of  bundle patches in order for them to plan accordingly. 

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer: First, Development rarely, if ever, posts release dates for patch sets or bundle patches, even single patches for that matter. (unless it's a Sev1)  The Knowledge Base for any Product within My Oracle Support is the collection of all support-created content (alerts, notes, bulletins, FAQ's etc).

Configuration of My Oracle Support dashboard (Knowledge Articles section) include items that are content related, either new or revised.
Therefore, if a patchset or major patch is released, then a support engineer would need to create an 'alert' or piece of content in order to be pushed to the Alerts/Knowledge Articles section of MOS.  So, support doesn't create a note or alert for every patch that is created.  That would be information overload.  For patches, they mostly just create them for high-priority patches and patchsets.

Additionally, a customer can subscribe to push email notifications within the Settings > Hot Topics Email within MOS.  Doing so, under the Product Monitoring section includes Bugs that Development is working or revised.  Upon notification a customer then logs an SR with Support, requests to be attached to the bug, and tracks the status within the Bug Summary field in the Dashboard. Then they can mark those bugs as favorites, which is another notification option in the Hot Topics Email section

For more information on configuration the MOS Dashboard and Email Notifications, click this note
Dashboard Customization (7:18 mins)
My Oracle Support Site Alerts (3:10 mins)
Hot Topic E-Mail (3:28 mins)

Thanks
- Chris Warticki, Global Customer Management
#Oracle News, Info & Support
@cwarticki

Friday Jan 06, 2012

Ask the Support Blogger....he'll know (Skills & Training)

Question:  Is there any model or definition of the skills/resources that clients should have to effectively use and support various Oracle products?  We're looking to do a gap analysis of what they need and what they have, and to show where Advanced Customer Services can fill the gaps?

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer:  Begin by going to Oracle University and do a job role guided learning path.  There's really no model (that I know of), but I've created a decent checklist which is a good starting point for a discussion with your customer.  Check this blog article out - 8 Habits of Highly Effective Oracle Support Users

Chris Warticki, Global Customer Management
#Oracle News, Info and Support
Twitter

Thursday Jan 05, 2012

Ask the Support Blogger....he'll know (Data Collections)

Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of  issues?  For instance, if it's a performance issue, they should expect to be asked for AWR reports... so they might as well upload them as early in the process as they can.

I receive lots of questions both internally and from our customers on best practices and resources.  I'm going to start posting them here for all to benefit.

Answer: By default - a customer should ALWAYS upload an RDA.  Don't wait for Support to request it. Just give it too us when the SR is logged. RDA is the most comprehensive Data Collector we have. They should run via cron job every day as a best practice anyway.  Attend my next FREE Customer Workshop on RDA and DBA Diagnostics on January 26th, 2pm EST.

With regards to Performance Data Gathering:
Have the customer begin by having EVERY DBA READ - Oracle Performance Diagnostic Guide (OPDG)
Then, determine if they need to use HANGFG User Guide, OSWatcher User Guide, or LTOM User Guide or all three.  If the customer is using a product solution like EM/Grid/Cloud Control then even better. Product solutions help prevent problems.  For some FREE training on those products, check out the Oracle Learning Library.

Also, instead of waiting for a webconference to be scheduled and coordinated - have the customer record their problem using CamStudio.  Don't log another SR without using it and uploading it at the time the SR is created.

Of course, there's Oracle Configuration Manager (gotta plug that one) and there's a host of other data collector tools listed in my post here. (see #5)

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

Tuesday Dec 13, 2011

Good example of Proactive Support from EPM/BI

Proactive Support is a huge initiative at Oracle Support. It has been for a long time.  Proactive Support doesn't just mean adding content to the knowledge base. It's not just another 'tool' to use.

The Best Support is NO Service Request!

A good example of a team that is working hard at being proactive is the EPM / BI team.  They have great information on their blog.  If you are using these products, subscribe to their blog feed.

Proactive Support is about meeting your customers where they are.  Social media is an important tool to leverage with our customer base.  Stay connected.

Chris Warticki, Global Customer Management
#Oracle News, Info and Support
Twitter

Wednesday Sep 28, 2011

Oracle Twitter List

When I speak to customers and educate them on the variety of support communities that exist, Twitter is an untapped resource by the Oracle masses.  Recently, I was in a room of over 60+ customers, none of which had a twitter account nor follow any of the Oracle Tweeters from Oracle.

Until the OracleWiki is back, I've compiled a list that should get you started. I didn't include just anyone that tweets on Oracle, just those from our major product lines and lines of business. I added some of the usergroups too.

Embrace Twitter.  It will help you filter information to the Oracle products, services and events that are of interest to you.

  • OracleHealthSci OracleHealthSciences
    Oracle is a strategic business software and hardware systems provider to the health sciences industry
  • OracleMW Oracle Middleware
    Oracle Fusion Middleware 11g is the #1 application infrastructure foundation available today.

  • ORCLPartnerBiz OrclPartnerServices
    We are @emiliade & @mariusavram, Social Media Leads at Oracle Partner Business Center. Have a question? Tweet and we will reply.
  • OracleEPPM Oracle Primavera
    Oracle Primavera is the #1 provider of Enterprise Project Portfolio Management Solutions
  • OracleDevTools pieter humphrey
    All around Eclipse, JDeveloper/ADF, NetBeans, GlassFish and WebLogic content guy for Oracle Fusion Middleware's Java developer tools
  • OraclePress Oracle Press
    Authoritative, comprehensive, and current references on Oracle products and technologies.
  • OracleComms Oracle Comms
    Oracle Communications delivers a complete, open, and integrated platform for the communications industry.
  • OracleSQLDev OracleSQLDeveloper
    Oracle SQL Developer Product Marketing, Management and Development Team #sqldev
  • orafaq Oracle FAQ
    Monitor what's happening on OraFAQ.com and the rest of Oracle land.
  • odtug ODTUG
    The Oracle Development Tools User Group twitter updates about all things relevant to developers using Oracle databases.
  • Oracle_Edu Oracle University.
    Learn Oracle From Oracle
  • oracleopenworld
    Get the inside scoop, important announcements, and valuable tips and tricks for making the most of your experience at Oracle OpenWorld.
  • OracleProfit Profit Online
    Stay tuned to the latest news about Oracle, IT strategy, leadership, and driving your business to success.
  • QuestUserGroup Quest International
    The learning and networking source for Oracle apps professionals
  • JDeveloper JDeveloper & ADF
    ADF is an end-to-end Java EE framework that simplifies development by providing out of the box infrastructure services and a visual and declarative development
  • OracleBlogs OracleBlogs
  • oracleEPMBI Oracle EPM & BI
    Official account for Oracle's Hyperion Enterprise Performance Management and Business Intelligence Product News, Updates, and Conversation.
  • oracleutilities Oracle Utilities
    Oracle provides utilities with the world's most complete set of software choices.
  • ORCL_Virtualize OracleVirtualization
    Oracle offers the only complete desktop-to-datacenter virtualization solution to virtualize and manage your full hardware and software stack, from apps to disk.
  • PeopleSoft_Info PeopleSoft
    PeopleSoft Information Development - Your One Stop Shop for PeopleSoft Content
  • oraclemix Oracle Mix
    Social network, idea sharing, groups and more for the Oracle community: http://mix.oracle.com
  • OracleCRM OracleCRM
    Tweets about what's new with Oracle's Complete CRM products.
  • Oracle_EMEAPR Oracle_EMEAPR
    Official news and updates from the EMEA PR team
  • oraclewebcenter Oracle WebCenter
    Oracle WebCenter is the user engagement platform for social business, connecting people and information. Stay up to date with product news, events & more.
  • HyperionUserGrp OAUG Hyperion SIG
    The purpose of the Hyperion User Group is to share resources to help leverage your investment in Oracle Hyperion Performance Management. Join Us!
  • OracleWebLogic Oracle WebLogic
    Check out our YouTube channel for videos and info about WebLogic
  • OAUG1 OAUG
    The Oracle Applications Users Group (OAUG) is a global organization that enhances the capabilities of real Oracle Applications users.
  • OracleDatabase Oracle Database
    Oracle Database news, events, learning resources, and lots more.
  • oraclemagazine Oracle Magazine
    Oracle Magazine contains technology-strategy articles, Oracle and partner news, customer features, and more.
  • Exadata Exadata PM Team
    The Oracle Exadata Storage Server is a storage product highly optimized for use with the Oracle database.
  • OracleE20 Oracle E2.0
    Oracle Enterprise 2.0: Improve Enterprise Productivity by Connecting People, Content and Business Processes
  • OracleBPM Oracle BPM
    The Oracle BPM corporate Twitter account that covers Oracle Business Process Management offerings.
  • chriscmuir chriscmuir
    Oracle ACE Director, nuff said
  • oracleace Oracle ACE Program
  • OUM_Info OUM
    The Oracle® Unified Method (OUM) is Oracle’s standards-based method that enables the entire Enterprise Information Technology (IT) lifecycle.
  • Oracle_OnDemand Oracle_OnDemand
    Oracle On Demand helps customers control their systems to drive business performance. We deliver Oracle's cloud services - gain speed, lower cost, reduce risk.
  • Oracle Oracle
    Stay connected with all things Oracle: products, services, training, news, events, promotions, and more.
  • OracleHCM Oracle HCM Marketing
    The OracleHCM team is a group of dedicated folks at Oracle that represent E-Business Suite, PeopleSoft, and Fusion HCM product lines.
  • peoplesoftwiki PeopleSoft Wiki
  • OracleRetail Oracle Retail
    Oracle is the #1 provider of innovative and comprehensive software solutions for retailers
  • myoraclesupport My Oracle Support
    Follow the My Oracle Support Team for the latest news and information. Views expressed here are our own & do not necessarily reflect the views of Oracle.
  • OracleMiddle Oracle Middleware
    Oracle Fusion Middleware
  • soacommunity SOA Community
    Hey there! SOA Community is using Twitter. Join us to network and exchange with the community! What’s happening? Start sharing your tweets @soacommunity
  • wimcoekaerts Wim Coekaerts
    I manage Oracle Linux, Oracle VM (x86 + sparc), Virtualbox, Sunray, Oracle VDI and Secure Globlal Desktop at the big O (Oracle) along with MySQL support.
  • COLLAB_OAUG COLLABORATE - OAUG
    News on COLLABORATE 12: Technology Applications Forum for the Oracle Community - OAUG Forum! COLLABORATE is presented by IOUG, OAUG & Quest.
  • oracle_em OracleEnterpriseMgr
    Follow the news around Oracle Enterprise Manager
  • AgilePLM Oracle Agile PLM
    mo betta, fasta, cleana products: evolving your product value chain. The official tweets from the Oracle Agile PLM team.
  • oracle_biee Oracle BI
    Oracle Business Intelligence product management team. Views expressed on this Twitter feed are our own & do not necessarily reflect the views of Oracle.
  • ORCL_Linux Oracle Linux
    Oracle Linux -- fast, modern, reliable -- free to download and distribute. Oracle delivers enterprise-class, highest quality support for Linux at lower cost.
  • oraclepartners ORCL PartnerNetwork
    Oracle PartnerNetwork is Oracle's official partner program - also known as OPN Specialized.
  • theappslab Oracle AppsLab
    Small development team within Oracle WebCenter, building cool stuff and blabbing about it. 
  • OracleEvents Oracle
    This is a automated feed with Oracle Events.
  • Oracle_EBS Oracle eBusiness
  • java Java
    The official Twitterstream of the #1 programming language in the world
  • IOUG IOUG
    Independent Oracle Users Group - Database and Technology Professionals, COLLABORATE 12 Partner. Get picked up on our feeds with hashtags #IOUG and #C12!
  • OracleFS Oracle Financial Svs
    Oracle delivers a comprehensive footprint of best-of-breed applications built on open standards to meet the needs of financial services institutions worldwide
  • OracleIDM Oracle Identity Mgmt
    Oracle Identity Management offers the most complete, best in class solution for your security needs
  • otnatopenworld otnatopenworld
  • OTNArchBeat OTNArchBeat
    News and updates covering what's happening in the Oracle Technology Network architect community.
  • OracleJDEdwards  Oracle JDEdwards
    News and updates covering what's happening in the JDE community.

Chris Warticki, Global Customer Management
#Oracle – Daily of OpenWorld Info
#Oracle News, Info and Support
Twitter

Tuesday Aug 16, 2011

8 Habits of Highly Effective Oracle Support Users

First – The #1 investment is the product itself, therefore study the product

Oracle University
Product-specific landing pages
Oracle Learning Library aka, Oracle By Example – 1000+ Free Tutorials/Demos
Public list of all available webconferences
Advisor Webcast Current Schedule and Archives too from Support (ID 740966.1)
Oracle E-Business Suite Transfer of Information (TOI) courses (ID 807319.1)

Information about the functional changes in Release 12.1 and Release 12.1.x Release Update Packs (RUPs).

#2 – Remain In-the-Know from Oracle Support and Oracle Corporation

Setup Hot-Topics emails from My Oracle Support
Subscribe to available Newsletters from major product lines and technologies
Events & Webcasts Schedule and Archives
EBS and Database Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support and Use Configuration Manager

Customize your Dashboard & use Powerviews
Install and setup Configuration Manager
Prerequisites
QuickStart Guide
Security Concerns?
Videos here

#4 – FIND it, the FIRST time, FAST!

Use the Knowledge Browser in My Oracle Support
Know what Support knows with 100% certainty whether you need to open a Service Request or not.

#5 – Leverage ALL the available Diagnostics tools and Scripts

Configuration Manager

Install - Remote Diagnostic Agent (RDA) for Database, Server Tech & other Products
Over 25 built-in tools and tests. Over 80 seeded profiles
Database Script Library
Ora-600/7445 Internal Errors Tool
Performance Diagnostics Guide and Tuning Diagnostics
PL/SQL Tuning Scripts

Install - EBusiness Diagnostic Support Pack for Applications

PSFT – Change Assistant
PSFT – Change Impact Analyzer
PSFT – Performance Monitor
PSFT – Setup Manager

JDE – Change Assistant
JDE – Configuration Assistant
JDE – Support Assistant

Guardian Resource Center

SUN Systems Mgmt & Diagnostic Tools

#6 – Engage with Oracle Support

Check Configuration Manager Healthchecks and Patch Recommendations
Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (RDA and others)
Upload ALL reports if logging a Service Request
Leverage Oracle Collaborative Support (web conferencing)
Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)
Initiate the Escalation Process as necessary

#7 – Expand your Circles of Influence

Oracle Community-wide Resources

Oracle Technology Network Forums

Blogs.oracle.com

Twitter Directory

Oracle Podcasts

OracleMix

UserGroups

AskTom

OracleCommunity

#8 – Understand Oracle Support Policies and Processes

All Technical Support Policies

Lifetime Support Policy

Oracle Support Technical Support Policies

Database, FMW, EM Grid Control and OCS Software Error Correction Policy

Ebusiness Suite Software Error Correction Policy

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

Wednesday Jan 28, 2009

16 Ways to Cut Costs & Save

[Read More]

Thursday Aug 07, 2008

Support Tools, Diagnostics, Scripts and Resources

[Read More]

Monday Aug 04, 2008

Support Doesn't Begin & End with MetaLink

[Read More]

Monday Jul 28, 2008

Search Content Easier &Test Drive a New User Experience

[Read More]

Thursday Jul 24, 2008

A Word From Our Customers....

[Read More]

Friday May 23, 2008

Hey Oracle Support....Escalate THIS!

[Read More]

Wednesday Feb 27, 2008

Know Oracle Support Policies - especially this one

[Read More]

Friday Jan 11, 2008

MetaLink Searching - 3 F's

[Read More]
About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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