When you open an SR with support you may be asked to upload the RDA. We realise that this my take you some time, however the RDA contains a lot of diagnostic information about your environment which may help us resolve the SR faster.
The following document goes through all the key stages involved in collating the RDA: Resolve Problems Faster! Use Remote Diagnostic Agent ( RDA ) - Fusion Middleware and WebLogic Server (Doc ID 1498376.1). Click on the Tabs within the document to have all your questions answered.
Further Information for WebCenter and Oracle Portal Products can be found in Master Note: Oracle Portal and Oracle WebCenter (RDA) (Doc ID 1077898.1).
Always ensure you have the latest RDA, which can be downloaded from Remote Diagnostic Agent (RDA) - Getting Started (Doc ID 314422.1).