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Finding Solutions to Issues and Service Requests more Quickly

When you have an issue with a product, finding a solution can be frustrating.  Searching can take too long and search results often seem too random to be helpful.  Opening a Service Request can seem like the quickest way to get help but that can be frustrating too, particularly when the engineer assigned to help you keeps asking for various configuration files and information.  This article will introduce you to a couple of tools to help hasten your path to a solution.

If you were searching for a needle in a haystack, wouldn't you rather start your search in a smaller stack of hay, than a larger one?  Oracle sells and supports well over 500 products!  There are teams of engineers who support them all, and they've recorded thousands of solutions to issues that have been observed using each of them.  Using MOS (My Oracle Support), you can search for the solution that you need, but that repository of knowledge represents a daunting and enormous stack of hay!  Want to narrow it down?  Easy!  Build a PowerView!  In fact, you can build several PowerViews that will each open a window into a more targeted search area.  Where are these PowerViews located?  Have a look at the top of the MOS Window:

MOS PowerView (Turned OFF)

If your PowerView is "Off," then each search you do will search Oracle's entire repository.  That's a big stack of hay!  To focus your search on a specific part of the repository, click the little down-arrow and create a new PowerView:

You can use several different criteria to build a PowerView.  In the example above, the user is building a PowerView where the Product is equal to Oracle WebCenter Content.  Other products may be added, if desired.  When this Powerview is saved and turned "On," any subsequent searches through the Knowledge Library, Bug Depository, etc, will be limited to solutions written for this product.  If you haven't tried using PowerViews yet, you should!  It's a powerful tool that gives you an enormous advantage when searching.

Another tool that WebCenter Content users have at their disposal is the Environment Packager.  In order for an Oracle engineer to really get their head into what's going on with your Content Server, they're going to need to know some details about your configuration.  To that end, we've made it super simple for you to send your entire configuration to your engineer at one time without having to go back and forth, uploading a file here and another file there, etc.

The Environment Packager is found under the Administration menu (you must be logged in as the Administrator):

You'll be asked to select which parts of your environment you'd like to package.  By default, all of your schema and logs will be selected.  Also by default, the "Digest" versions of different directories will be selected.  Your engineer will want each file that's in these directories, so you'll need to UN-CHECK the "Digest" boxes in order to capture all of your configuration.  Once this is done, you can click the button to "Start Packaging!"

When the package is complete, the Content Server will save it with a unique name.  If you're opening an SR, you'll be asked to rename this file to WCCPackage.zip before attaching it to your SR.  This filename is specific and will signal an automatic parser that will look for errors in the log files found within the file.

While it may take some time to gather this file and to attach it to your SR, it will save lots of time in the long run.  Your engineer will have access to much more of your Content Server's configuration, and will be able to address your issue in the proper context of your environment.

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