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
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
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)