My Oracle Support Blog

You want me to upload what with my Service Request?

Guest Author

Imagine: it’s Monday morning and you’ve barely had time to listen to your colleague go on about her amazing weekend when –suddenly- you realize something is wrong with the performance of the Oracle database that you’re in charge of monitoring.

No big deal, you think to yourself: I’ll just go to Oracle’s Support website and log an SR to see what the deal is.

But wait… after logging the SR and uploading the Automatic Workload Repository (AWR), Oracle is asking you to upload even more information (say, the OSWatcher for instance).

Maybe you’re tired and confused at this point. Maybe you wished there were some way to get Oracle the information it asks for the first time you log the SR. Maybe you feel this is a waste of time OR… maybe, just maybe, this is no big deal at all and you proceed to upload the OSWatcher (or some other) data as requested.

So, how would you really feel in this situation? How could Oracle make uploading information during SR creation easier and painless for you?

How does the Oracle Configuration Manager tool help you do this (or what would you like it to do?)

Let us know! As always we look forward to your responses…

(PS: You can also checkout Note: 742215.1 on for additional help with uploading files with your SR)

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Comments ( 8 )
  • Laurent Schneider Tuesday, April 28, 2009
    I am pretty satisfied with Oracle Support in general. However I cannot tell you how much I am annoyed by engineers that ask for useless info...
    For instance, sr 7336498.992.
    select * from dual model return updated rows
    dimension by (0 x) measures (0 y, 0 z)
    rules iterate (5) (y[0]=iteration_number,z[iteration_number]=1);
    The query return wrong results when selecting from dual. It is reproducable in any db/platform. What is the point in asking for invalid objects and content of dba_registry ? Are you still working on bug 7686420?
    Hey, it's Tuesday, have a nice week !
  • webmaster Tuesday, April 28, 2009
    Thank you for this great news. I see oracle developments clearly.
  • Daryl Tuesday, April 28, 2009
    What gets me is they wait 3 days then ask for these files ..
    I found that the OEM grid (patch/upgrade) now has the ability to send in bundles of trace/alert files, perhaps just for 11g, directly into your my support sr. It can even create a new sr for you too if need be.
    This is a much better approach to SR's.
  • Matt Rasmussen Tuesday, April 28, 2009
    I used the "Demo It To Oracle" tool, Cam Studio, to upload a recording of my Apps navigation and error to an SR. It was a great way to demonstrate exactly what happens without explaining it poorly in the SR or having language barriers with Support staff. Adding text boxes to the recording helped explain as well.
    While it took me a little time to get the text boxes right so they didn't obscure anything, it was less time than scheduling a WebEx session. I hope the tool stays!
  • Alan Williams Wednesday, April 29, 2009
    I've found that 9 out of 10 times I always get asked to submit an RDA. This to me is the biggest pain because I feel like Configuration Manager should already have all this information and I should not have to upload it again. It takes me a good 15-20 minutes to do so because I need to download the the latest version, run the rda.pl, download it to my computer, then upload it to the SR.
    If Confirmation Manager and replace RDA that would be a HUGE plus for me.
  • Anthony Cavotta Friday, May 8, 2009
    The OCM collector only discovers and uploads configuration information in the form of static parameters describing the environment. OCM does not collect diagnostic information, so there are no trace files, no log files, no script output to help a support engineer trouble shoot the dynamic event that is likely causing the need for the service request. So yes, RDA will be requested if the support engineer suspects that the cause of the incident is not configuration related. Also, if the configuration information is not current, the support engineer will ask for a fresh RDA. The best practice is to allow the collector to discover and upload environment changes daily, which is the default setting for the collector.
    Thank you for the enhancement request to combine diagnostics and configuration information into a single collection package...will take this customer requirement forward.
    My Oracle Support Product Management
  • trturkey.net Saturday, August 1, 2009
    Thank you for this great news. I see oracle developments clearly.
  • guest Friday, November 1, 2013

    The BIGGEST help would be to do away with MOS and the "self-service" support model. We pay a LOT of money for support and it would be nice if the support model actually treated us like customers.

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