Tuesday Feb 21, 2012

SOA Support Resources

I was recently requested to put together a list of SOA Resources for a customer. Sharing with all.

First of all - Start here on OTN -  (Thanks Bob R)

Also recently announced is the SOA Information Center on MOS - (Thanks Sean Bailey)

  1. Product Knowledge & Training
  2. MOS - SOA Knowledge Base
  3. News:
  4. MOS Communities and other Networks
  5. Patching and Maintenance Advisor
  6. Data Collection

If you have any other useful resources, please submit in your comments below.

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

Wednesday Feb 08, 2012

Digest: Ask the Support Blogger

Security ER's.  Enterprise Data Security Assessment. Scope of Support. Terminal dates.  Here are a few of the questions that I've fielded over the last few weeks.  Sharing with all.  Enjoy.

  1. Q: One of my customers said that that a security-related enhancement request can be filed by the customer online. Where this can be done?
    A: Any product Enhancement Request has to be created within MOS by creating an SR.  Same goes with Reporting
    Security Vulnerabilities. If you are not a customer and without access to MOS - please email secalert_us@oracle.com with your discovery.

  2. I found a really cool Security Assessment here.  It's free.  Take it.

  3. Q: What's out of scope for Support to cover when working issues?
    A: Fundamentally, Support is here to help.  Support is not a replacement for Advanced Customer Services, Oracle Consulting nor Oracle University.  Support won't install the product for you, teach you how to use the product, nor code customizations. As an aside, in my experience Sql Tuning is also very challenging to troubleshoot. 
    I also reference customer responsibility as stated in the Technical Support Policies: Your technical contacts are the sole liaisons between you and OSS for technical support of programs. Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the Oracle programs and your Oracle environment...

  4. Q: When is the terminal release for product x being announced?
    A: Development doesn't cough up the terminal release information until they are ready. Never have, never will.

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

Is it listed anywhere

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.

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.

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


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)

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

Tuesday Jan 10, 2012

Oracle Support & VM

Often requested are the documents and policies regarding Oracle Support and VM.  Here is a foundational starting point for all on the subject.  If you know of others, please submit in the comments.

Read and review the following;

  1. Oracle Linux and VM Certified Hardware
  2. Oracle VM General Policy Description [ID 466538.1]
  3. Oracle VM General Frequently Asked Questions [ID 464756.1]
  4. Support Position for Oracle Products Running on VMWare Virtualized Environments (Doc ID 249212.1)
  5. Does OBIEE Provide Support For Virtualization And Virtual Machines Or VMWare (Doc ID 1063937.1)
  6. Certified Software on Oracle VM [ID 464754.1]
    1. Entitlement for Oracle VM support
      ..... If a customer has an Oracle product issue but no Oracle VM support entitlement, the customer will be informed that they lack support entitlement for Oracle VM and that to receive further Oracle product assistance, they will be required to reproduce the issue in a non-virtualized environment.

Customers can participate in the Linux and Virtualization communities that exist:
- Chris Warticki - Global Customer Management
#Oracle News, Info & Support

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

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)

- Chris Warticki
#Oracle News, Info & Support

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

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 – 6000+ 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
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

Proactive Support Porfolio - Categorical List of all Tools, Diagnotics, Scripts and Best Practices (by Product Family)

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?)
Request Management Attention as necessary

#7 – Expand your Circles of Influence

Oracle Community-wide Resources

Oracle Technology Network Forums


Twitter Directory

Oracle Podcasts





#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

- Chris Warticki
#Oracle News, Info & Support

Tuesday Jun 14, 2011

Oracle Support – EBusiness Webcasts

Our EBS Proactive Services team will be conducting the following EBS-wide webcasts.

Making The EBS Upgrade from 11.5.10 Easier - Part I, 28-Jun-2011

Making The EBS Upgrade from 11.5.10 Easier - Part II, 12-Jul-2011

Making The EBS Upgrade from 11.5.10 Easier - Part III, 19-Jul-2011

Each one-hour session is recommended for technical users who are responsible for upgrading their E-Business Suite applications from Release 11.5.10 to Release 12.1.x.

A successful upgrade requires careful planning, correct upgrade processing, detailed testing, and user (re)training prior to upgrade. There are a number of tools available via My Oracle Support and as part of the E-Business Suite product offerings to assist customers in a successful upgrade. To learn more about these tools and how to use them, join us for a three part webcast series, Making The EBS Upgrade from 11.5.10 Easier.

Topics for Part I will include:

  • Overview of Tools Available for Upgrading
  • Upgrade versus Re-implementing
  • Upgrade Community
  • Upgrade Product Information Center Page
  • Detailed Look at Upgrade Advisors

Part II will provide a detailed look at the Maintenance Wizard and Patch Wizard tools.

Part III will review best practices for using the upgrade tools.

-Chris Warticki
twittering @cwarticki


Chris Warticki
Support Specialist, (HPI)Corporate Athlete, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 17 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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