Tuesday May 06, 2014

Finding Your Way in the OIM RDA - a cheat sheet

Have you used the Remote Diagnostic Agent (RDA)?

It's a remarkable tool that keeps evolving, with new files added to give you a comprehensive look at your environment. Our Support Engineers use it to get a quick, accurate picture of your system without all the back and forth it would otherwise take for you to run commands and to collect necessary files used to troubleshoot and solve problems.

But because it changes and grows, with lots of modules and profiles, it can be hard to find what you're looking for. We constantly strive to improve its usability, most recently completing a project to reduce the number of questions you are asked when running it.

So, for Oracle Identity Manager (OIM), we are announcing a Cheat Sheet listing navigation to the most commonly referenced files, so that you can find what you're looking for more easily.

Let us know what you think! Do you have other files that you often use, but may have trouble finding in an RDA? We will add it to the Cheat Sheet.

For details on how to run an RDA, start here:  Resolve Problems Faster! Use Remote Diagnostic Agent ( RDA ) - Fusion Middleware and WebLogic Server (Doc ID 1498376.1)

For our previous blog post on the RDA, see: Accelerate your resolution…

Don't be afraid to run the RDA, just to see how robust a tool it can be!

And if you run into a problem that you can't figure out, please upload a fresh copy of the RDA output to a Service Request for your Support Engineer to review.

Happy Trails

Friday May 31, 2013

Accelerate your resolution…

I’ve been doing a lot of work with the Remote Diagnostic Agent (RDA) lately testing the new up and coming RDA 8.0 engine with IdM RDA modules, and I thought it would be useful to highlight an important aspect of this much used diagnostic config and log snapshot tool.

When capturing RDA data to assist Oracle support in problem analysis, RDA works best when we capture a wide breadth of data early on in the SR lifecycle encompassing all platform data and integrated products.


One of the issues I often see is people don’t view RDA in the proper context.  Clearly RDA is geared to give you detailed log and config data on the particular product you see the issue on, the problem here is it’s easy to get fixated on capturing data only on that product.  The key to leveraging RDA’s ability to speed up the Time to Resolution (TTR) comes from capturing not just the problem product data but data on all pertinent aspects of the platform, particularly any integrated product.


When an SR begins its lifecycle with Oracle Support it is logged against a specific product so the SR goes to an engineer experienced in that product.  However it is often the case that a symptom exhibited in one product is actually caused by some other integrated product, but that’s hard to tell without some detailed analysis of the RDA data.  If we don’t have all the necessary data to hand it means more delays in TTR due to additional requests for information.  In addition, if the initial engineer finds the issue lies outside their product area, they will need to collaborate with another engineer who also needs to have their product data at hand so they can start to work quickly.   Not having all/enough data is made worse if an SR has to be worked 24/7 so it follows the Sun to the next time zone.  The new engineer in the next time zone may need more RDA data on the integrated products, and if this is outside the customer’s time zone they may not be on hand to provide the additional data which causes far greater delays.


When capturing RDA try not to second guess where the problem lies, capture everything that looks relevant and integrated to the product exhibiting the problem.  If half of that data never gets used it’s no big deal….but, if you capture that critical nugget of error data in some unexpected product area you could shave off days from your resolution time!

Make use of the RDA profiles rather than configuring one or two modules to be captured, and add on individual RDA modules to a profile for any integrated products that are not encompassed in the RDA profile you’ve chosen.

Conrad.

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This is the official blog of the Proactive Support Team for Identity Management: OIM, OAM, OID, OVD, OUD, DSEE, etc. Find information about our activities, publications, product related information and more.

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