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Tom Wright Customer Support Manager

Tom Wright Customer Support Manager. My Configs & Projects New Metalink Tool. My Configs & Projects Why Are You Here?. Oracle is introducing an exciting new service capability Improve the level of Service to our customers Faster diagnosis/resolution of issues Proactive problem avoidance

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Tom Wright Customer Support Manager

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  1. Tom Wright Customer Support Manager

  2. My Configs & ProjectsNew Metalink Tool

  3. My Configs & ProjectsWhy Are You Here? • Oracle is introducing an exciting new service capability • Improve the level of Service to our customers • Faster diagnosis/resolution of issues • Proactive problem avoidance • Online delivery of services • Understanding customer’s business needs and providing consistent responses and service

  4. My Configs & Projects

  5. - Configuration Details - Healthchecks - Track Changes - Knowledge Alerts My Configs & Projects Accessible from Metalink - Key projects or services - Critical information

  6. My Configs & Projects • Define Configs • Auto Config • Manual Config

  7. My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associate Configs

  8. My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites

  9. My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting

  10. My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting • Where to go

  11. Leverages MetaLink as delivery vehicle My Configs & Projects Auto Configuration MetaLink Portal • New MetaLink Services: • My Configs & Projects • Health Checks • Configuration Data • SR data capture Existing MetaLink Services Customer Configuration Data Repository

  12. Runs local on customer machine Collects customer configuration & diagnostic data Central repository at Oracle Support Use for proactive and reactive support Enhanced MetaLink portal Online projects, environments, and Configs Proactive Healthchecks based on best practices Auto ConfigurationHow It Works Support Agent Customer Repository MetaLinkUI

  13. SupportAgent OracleIntranet SupportAgent Internet Host, Storage, Network Oracle Database E-Business Suite Oracle 9iAS Auto Configuration How it Works Customer views Configsin MetaLink CustomerRepository Config Data MetaLink HTTPS OCCN VPN VPN 9iAS Web Servers at Oracle DMZ Oracle Support SupportAgent @Customer

  14. Auto ConfigurationSupport Agent • Features • Automatically collects configuration data for Database, eBusiness Suite, Application Server, Host, Operating system, Network layer • Uploads every 24 hours • Installed on each server, HP-UX, Solaris, Linux, AIX & Tru64 • Healthchecks • Fully supported • Secure

  15. My Configs & Projects

  16. Auto Configuration Information

  17. Auto Configuration Information

  18. HealthchecksBest Practices

  19. HealthchecksBest Practices • “At A Glance” Health Check Summary page for all critical issues and alerts

  20. HealthchecksBest Practices • Database ORA-600 Tool • Network Advisor

  21. RDA Capture

  22. Product Alerts

  23. Product Alerts

  24. Product Alerts

  25. Healthchecks – Product Alerts

  26. My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting • Where to go

  27. Getting Started & New Users

  28. Support Agent Down Load

  29. MCP – Manual Configuration

  30. MCP – Manual Configuration

  31. MCP – Manual Configuration

  32. MCP – Manual Configuration

  33. MCP – Manual Configuration

  34. MCP – Manual Configuration

  35. MCP – Manual Configuration

  36. MCP – Manual Configuration

  37. MCP – Manual Configuration

  38. MCP – Manual Configuration

  39. MCP – Manual Configuration

  40. MCP – Manual Configuration

  41. MCP – Manual Configuration

  42. MCP – Manual Configuration

  43. MCP – Manual Configuration

  44. MCP – Manual Configuration

  45. If you need SupportHow to create a SR for MC&P • Select Product ‘OSS Support Tools’

  46. If you need SupportHow to create a SR for MC&P • Select Type of Problem ‘Support Agent Install Issue’ or other

  47. Default MCP Permissions • USERS ARE NOT GIVEN THE ABILITY TO CREATE, UPDATE, OR CLOSE CONFIGS AND PROJECTS BY DEFAULT. Unless/until you grant the "My Configs & Projects Create, Update, Delete" permission to a user that user will not be able to create configurations and projects. • Permissions are administered by your MetaLink Administrator

  48. Q & A

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