Database Reference
In-Depth Information
Using the Support Workbench
The Oracle Enterprise Manager Cloud Control 12
c
(OEM12c) Support Workbench is a
central location for the DBA to see reported problems, investigate the problems, report
the problem to Oracle support, and follow up through problem resolution. This is a vast
improvement over previous versions, where there was no central location and no defined
process for reporting, tracking, and resolving problem incidents.
You can access the Support Workbench from multiple places. For this task, we will start
from the Enterprise Manager Cloud Control 12
c
home page, click the Enterprise menu, from
the drop-down choose the Monitoring menu item, and then click the Support Workbench
menu item.
Fundamental Tasks of the Support Workbench
The Support Workbench provides a framework for problem resolution: investigate, report,
and resolve a problem. The following are the basic tasks within the Support Workbench:
1.
View critical error alerts.
2.
View problem details.
3.
Gather additional diagnostic information.
4.
Create a service request.
5.
Package and upload diagnostic data to Oracle Support.
6.
Track the service request and implement any repairs.
Task 1: View Critical Error Alerts
In most cases, you'll discover a critical alert on the Enterprise Manager home page and
then work your way to the Support Workbench page. On the EM Database home page,
critical-error alerts and warnings will be displayed in the Incidents and Problems section.
A red
X
in the Severity column and an incident in the Type column indicate a critical-error
alert. See Figure 9.2 for an example.
Task 2: View Problem Details
Under Incidents and Problems, when you select the Summary link, EM will direct you to the
Incident Details page, General tab, shown in Figure 9.3. This page shows the general informa-
tion about the incident but also has tabs that give you greater detail about the incident.
Click the Events tab, and you'll see the event details, as shown in Figure 9.4. We see one
event associated with this incident. In Oracle 12
c
, a
problem
is a critical error in the database.
An
incident
is a single occurrence of a
problem
. By default, incidents of a problem that have
occurred within the last 24 hours are displayed on the Incident Manager home page.
Task 3: Gather Additional Diagnostic Information
With many problems, the DBA needs to generate additional dumps and test cases before
engaging Oracle Support, as noted at the top of the Problem Details subpage. Now would
be a good time to perform self-service. In the Investigate And Resolve section on the Self
Service tab, select Run Checkers.
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