Oracle Database 11 g - Online Public Access Catalog

CHAPTER 2 ■ DATABASE DIAGNOSABILITY AND FAILURE REPAIR 77■Tip For enterprise-class database support environments, we recommend creating a generic Metalink userID with the DBA distribution list to log service requests. When Oracle Support analysts respond, all the DBAsare made aware that Oracle is working on their issues.4. Create the incident package, and upload data to Oracle Support. Before the SupportWorkbench creates the physical file for an incident package, it calls the IPS to finalizethe incident package. Finalizing involves adding any data such as trace files that arecorrelated by item or process ID or by similar criteria. Adding diagnostic data that’s correlatedto the main incident could be helpful in many cases. You have a choice of twotypes of packaging—Quick Packaging or Custom Packaging. Quick Packaging is simplerbut won’t let you add or edit the diagnostic information you’re about to upload. CustomPackaging gives you greater control by letting you edit diagnostic data or add fieldsbefore uploading to Oracle Support. In this example, we’ll use the Quick Packagingprocess, so click Quick Package in the Investigate and Resolve section of the ProblemDetails page. Enter your package name and a description. Click Next, and follow theinstructions on the remaining pages of the Quick Packaging Wizard. Once you are readyto upload the package, click Submit on the Review page. Of course, this assumes yoursystem is connected to the Internet.Once you create a custom incident package, you can choose among several packagingtasks available on the Package Details page, such as editing the packaged incident filesor adding external files to the incident package.5. Track the service request. Once you upload the diagnostic information to Oracle Support,you can revise the Problem Details page to perform additional activities such as addingan Oracle bug number to the problem information, adding comments to the problemactivity log, and running Oracle advisors such as the Data Recovery Advisor to helprepair critical errors.6. Close the problem (incident). Once you resolve a problem, you can close the incident.On the Support Workbench home page, click View in the Problem Details page thatappears, select the incident you want to close, and click Close. By default all incidents,both open and closed, are closed after 30 days. You can, if you want, disable this automaticclosure of incidents on the Incident Details page.By accessing the Incident Packaging Configuration page from the Related Links section ofthe Support Workbench, you can configure various rules for generating packages and incidentdata retention.From the Support Workbench, you can run key Oracle advisors such as the Data RecoveryAdvisor and SQL Repair Advisor to implement repairs. You can access these advisors by clicking theSelf-Service tab in the Investigate and Resolve section of the Problem Details page. You canalso access the advisors by going to the Checkers Findings subpage of the Incident Detailspage. The SQL Repair Advisor helps you repair SQL statement failures by applying an Oraclesuppliedpatch as a workaround. The Data Recovery Advisor helps fix data failures such asblock corruption and missing datafiles.