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Proactive insights, news and tips from Oracle Fusion Middleware Support. Learn Oracle from Oracle.

Do you upload your configuration and log files when logging a service request?

Alan Boucher
Proactive Support

Yes it's a new year which means it's time to start fulfilling our
resolutions. But it's also time to start to prepare for the meeting with
our tax accountant.

When
my wife and I first met with our tax accountant 10 years ago, it took
about 2 hours to categorize all of our income and expenses and enter
them into the appropriate places in all the tax forms.  It was
dreadfully laborious.  However, after the first couple of years, we
learned how to use our accounting software to categorize all of our
income and expenses to match the ones on the tax forms.  Now we just
print out taxable category reports and bring them to our tax
accountant.  So now our yearly meeting only takes about 30 minutes.

 Similarly,
when logging a service request, do you upload your configuration or
logs files so the assigned Support Engineer will have all your symptoms
up front to speed up problem resolution?

 To upload the required files, you're given two choices:

 1.
Upload an Remote Diagnostic Assistant (RDA) file.  You can run the RDA
program to build a complete collection of all of your configuration
data, and upload that file to your SR.

    Refer to Resolve Problems Faster! Use Remote Diagnostic Agent (RDA).

 2. A concise list of the exact files your Support Engineer will need, in order to get started on your issue.

 

 

 

 

If
you upload a configuration file or a log file when creating an SR for a
problem type in an automation flow, the file could be automatically
scanned and checked for a variety of known issues for which solutions
can be presented.

For details see Guided Resolutions when Creating Service Requests (SRs) (Doc ID 2095128.1).

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