9.3 Viewing Problems with the Support Workbench

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You use the Enterprise Manager Support Workbench home page to view all problems or only those within a specified time period.

Figure 9-4 Enterprise Manager Support Workbench Home Page

Viewing Problems with the Support Workbench

This image is a screenshot of the Support Workbench home page. It contains the following three subpages: Problems, Checker Findings, and Packages. The Problems subpage is currently shown. This subpage has the following sections:
  • An incident and problem summary, which includes six read-only fields organized across the page in two rows and three columns. The fields contain statistics on the number of incidents and problems in the ADR.
  • A search section that includes a list that enables you to choose the period from which to show problems (the default is 24 hours, however, the setting shown in the image is "Last Week"), a search field with a Go button, and an Advanced Search link.
  • A table of problems. The table shows 4 rows (for 4 problems) and contains the following columns: Select, Details, ID, Description, Number Of Incidents, Last Incident, Last Comment, Active, Packaged, and SR#. Above the table are two buttons: View and Package. The Details column contains a Show/Hide icon, which when clicked, displays all incidents for the problem below the problem.
  • A Performance and Critical Error Timeline section, which displays a graphical timeline of session activity above the x axis, and different colored 1/8" dots below the x axis, representing occurrences of incidents within the timeline. Each color represents a different problem. Below the dots is a legend of problem names (for example, ORA 600 [13001]) and corresponding colors. To the right of the graph is a legend that differentiates the traces on the graph by color. The three colors represent CPU, User I/O, and Wait.
To access the Support Workbench home page (database or Oracle ASM):
  1. Access the Database Home page in Cloud Control.
  2. From the Oracle Database menu, select Diagnostics, then Support Workbench.
    • The Support Workbench home page for the database instance appears, showing the Problems subpage. By default the problems from the last 24 hours are displayed.
  3. To view the Support Workbench home page for the Oracle ASM instance, click the link Support Workbench (+ASM_hostname) in the Related Links section.
To view problems and incidents:
  1. On the Support Workbench home page, select the desired time period from the View list. To view all problems, select All.
  2. (Optional) If the Performance and Critical Error Timeline section is hidden, click the Show/Hide icon adjacent to the section heading to show the section.
    • This section enables you to view any correlation between performance changes and incident occurrences.
  3. (Optional) Under the Details column, click Show to display a list of all incidents for a problem, and then click an incident ID to display the Incident Details page.
To view details for a particular problem:
  1. On the Support Workbench home page, select the problem, and then click View.
    • The Problem Details page appears, showing the Incidents subpage. The incidents subpage shows all incidents that are open and that generated dumps—that is, that were not flood-controlled.
  2. (Optional) To view both normal and flood-controlled incidents, select All in the Data Dumped list.
  3. (Optional) To view details for an incident, select the incident, and then click View. 
    • The Incident Details page appears.
  4. (Optional) On the Incident Details page, to view checker findings for the incident, click Checker Findings.
  5. (Optional) On the Incident Details page, to view the user actions that are available to you for the incident, click Additional Diagnostics. Each user action provides a way for you to gather additional diagnostics for the incident or its problem.

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