9.2 Investigating, Reporting, and Resolving a Problem

«« Previous
Next »»

You can use the Enterprise Manager Support Workbench (Support Workbench) to investigate and report a problem (critical error), and in some cases, resolve the problem. You can use a "roadmap" that summarizes the typical set of tasks that you must perform.

◉ Roadmap—Investigating, Reporting, and Resolving a Problem

You can begin investigating a problem by starting from the Support Workbench home page in Cloud Control. However, the more typical workflow begins with a critical error alert on the Database Home page.

Figure 9-3 illustrates the tasks that you complete to investigate, report, and in some cases, resolve a problem.

Figure 9-3 Workflow for Investigating, Reporting, and Resolving a Problem

Oracle Database Tutorials and Materials, Database Certifications

This image is an illustration of the typical workflow for investigating, reporting, and resolving a problem. The workflow tasks (1–6) are described in the text. Each task is represented by an oval. In each oval is a task number, task name, and an icon that represents the activity for the task. (For example, for the Package and Upload Diagnostic Data to Oracle Support task, there is an image of box to represent a package.) The task ovals are arranged in a circle with arrows pointing from one task to another.

The following are task descriptions. Subsequent sections provide details for each task.

◉ Task 1: View Critical Error Alerts in Cloud Control

You begin the process of investigating problems (critical errors) by reviewing critical error alerts on the Database Home page or Oracle Automatic Storage Management Home page.

To view critical error alerts:

1. Access the Database Home page in Cloud Control.

2. View the alerts in the Incidents and Problems section.
If necessary, click the hide/show icon next to the Alerts heading to display the alerts.

Also, in the Category list, you can select a particular category to view alerts for only that category.

Investigating, Reporting, and Resolving a Problem
This image shows a table of incidents and problems. There is a View list, a Target list, a Category list, and a key of symbols at the top of the table. The table columns are Summary, Target, Severity, Status, Escalation Level, Type, and Time since last update. There are six rows in the table.

3. In the Summary column, click the message of the critical error alert that you want to investigate.
The General subpage of the Incident Manager Problem Details page appears. This page includes:
  1. Problem details
  2. Controls that allow you to acknowledge, clear, or record a comment about the alert in the Tracking section
  3. Links that enable you to diagnose the problem using Support Workbench and package the diagnostics in the Guided Resolution section.
Other sections might appear depending on the type of problem you are investigating.

To view more information about the problem, click the following subpages on the Incident Manager Problem Details page:
  • The Incidents subpage contains information about individual incidents for the problem.
  • The My Oracle Support Knowledge subpage provides access to My Oracle Support for more information about the problem.
  • The Updates subpage shows any updates entered about the problem.
  • The Related Problems subpage shows other open problems with the same problem key as the current problem.
4. Perform one of the following actions:
  • To view the details of the problem associated with the critical error alert that you are investigating, proceed with "Task 2: View Problem Details".
  • If there are several related problems and you want to view more information about them, then complete these steps:
    • View problems and incidents as described in "Viewing Problems with the Support Workbench".
    • Select a single problem and view problem details.
◉ Task 2: View Problem Details

You continue your investigation from the Incident Manager Problem Details page.

To view problem details:

1. On the General subpage of the Incident Manager Problem Details page, click Support Workbench: Problem Details in the Diagnostics subsection.

The Support Workbench Problem Details page appears.

2. (Optional) Complete one or more of the following actions:
  • In the Investigate and Resolve section, under Diagnose, click Related Problems Across Topology.
A page appears showing any related problems in the local Oracle Automatic Storage Management (Oracle ASM) instance, or in the database or Oracle ASM instances on other nodes in an Oracle Real Application Clusters environment. This step is recommended if any critical alerts appear in the Related Alerts section on the Cloud Control Database Home page.
  • To view incident details, in the Incidents subpage, select an incident, and then click View.
The Incident Details page appears, showing the Dump Files subpage.
  • On the Incident Details page, select Checker Findings to view the Checker Findings subpage.
This page displays findings from any health checks that were automatically run when the critical error was detected.

◉ Task 3: (Optional) Gather Additional Diagnostic Information

You can perform the following activities to gather additional diagnostic information for a problem. This additional information is then automatically included in the diagnostic data uploaded to Oracle Support. If you are unsure about performing these activities, then check with your Oracle Support representative.
  • Manually invoke additional health checks.
  • Invoke the SQL Test Case Builder.
◉ Task 4: (Optional) Create a Service Request

At this point, you can create an Oracle Support service request and record the service request number with the problem information.

If you choose to skip this task, then the Support Workbench will automatically create a draft service request for you in "Task 5: Package and Upload Diagnostic Data to Oracle Support".

To create a service request:

From the Enterprise menu, select My Oracle Support, then Service Requests.

1. The My Oracle Support Login and Registration page appears.

2. Log in to My Oracle Support and create a service request in the usual manner.

(Optional) Remember the service request number (SR#) for the next step.

3. (Optional) Return to the Problem Details page, and then do the following:

a. In the Summary section, click the Edit button that is adjacent to the SR# label.

b. Enter the SR#, and then click OK.

The SR# is recorded in the Problem Details page. This is for your reference only.

◉ Task 5: Package and Upload Diagnostic Data to Oracle Support

For this task, you use the quick packaging process of the Support Workbench to package and upload the diagnostic information for the problem to Oracle Support.

Quick packaging has a minimum of steps, organized in a guided workflow (a wizard). The wizard assists you with creating an incident package (package) for a single problem, creating a zip file from the package, and uploading the file. With quick packaging, you are not able to edit or otherwise customize the diagnostic information that is uploaded. However, quick packaging is the more direct, straightforward method to package and upload diagnostic data.

To edit or remove sensitive data from the diagnostic information, enclose additional user files (such as application configuration files or scripts), or perform other customizations before uploading, you must use the custom packaging process, which is a more manual process and has more steps.

Note: The Support Workbench uses Oracle Configuration Manager to upload the diagnostic data. If Oracle Configuration Manager is not installed or properly configured, the upload may fail. In this case, a message is displayed with a request that you upload the file to Oracle Support manually. You can upload manually with My Oracle Support.

To package and upload diagnostic data to Oracle Support:

1. On the Support Workbench Problem Details page, in the Investigate and Resolve section, click Quick Package. The Create New Package page of the Quick Packaging wizard appears.

2. (Optional) Enter a package name and description.

3. Fill in any remaining fields on the page. If you have created a service request for this problem, then select the No option button for Create new Service Request (SR).
If you select the Yes option button for Create new Service Request (SR), then the Quick Packaging wizard creates a draft service request on your behalf. You must later log in to My Oracle Support and fill in the details of the service request.

Click Next.

The Quick Packaging wizard displays a page indicating that it is processing the command to create a new package. When it finished, the Quick Packaging: View Contents page is displayed.

4. Review the contents on the View Contents page, making a note of the size of the created package, then click Next.
The Quick Packaging: View Manifest page appears.

5. Review the information on this page, making a note of the location of the manifest (listed next to the heading Path). After you have reviewed the information, click Next.
The Quick Packaging: Schedule page appears.

6. Choose either Immediately, or Later. If you select Later, then you provide additional information about the time the package should be submitted to My Oracle Support. After you have made your choice and provided any necessary information, click Submit.
The Processing: Packaging and Sending the Package progress page appears.

When the Quick Packaging wizard is complete, if a new draft service request was created, then the confirmation message contains a link to the draft service request in My Oracle Support in Cloud Control. You can review and edit the service request by clicking the link.

The package created by the Quick Packaging wizard remains available in the Support Workbench. You can then modify it with custom packaging operations (such as adding new incidents) and upload again at a later time.

◉ Task 6: Track the Service Request and Implement Any Repairs

After uploading diagnostic information to Oracle Support, you might perform various activities to track the service request, to collect additional diagnostic information, and to implement repairs.

Among these activities are the following:
  • Adding an Oracle bug number to the problem information.
To do so, on the Problem Details page, click the Edit button that is adjacent to the Bug# label. This is for your reference only.
  • Adding comments to the problem activity log.
You may want to do this to share problem status or history information with other DBAs in your organization. For example, you could record the results of your conversations with Oracle Support. To add comments, complete the following steps:

1. Access the Problem Details page for the problem, as described in "Viewing Problems with the Support Workbench".

2. Click Activity Log to display the Activity Log subpage.

3. In the Comment field, enter a comment, and then click Add Comment.

Your comment is recorded in the activity log.
  • As new incidents occur, adding them to the package and reuploading.
  • Running health checks.
  • Running a suggested Oracle advisor to implement repairs.
Access the suggested advisor in one of the following ways:
  • Problem Details page—In the Self-Service tab of the Investigate and Resolve section
  • Support Workbench home page—on the Checker Findings subpage
  • Incident Details page—on the Checker Findings subpage
Table 9-5 lists the advisors that help repair critical errors.

Table 9-5 Oracle Advisors that Help Repair Critical Errors

Advisor Critical Errors Addressed
Data Recovery Advisor Corrupted blocks, corrupted or missing files, and other data failures
SQL Repair Advisor SQL statement failures

«« Previous
Next »»