Metalink介绍

Applications
Problem solving agents
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Support Diagnostics
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Support Diagnostics for Applications
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Sample Applications Diagnostics Report
Potential Issues
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Oracle Collaborative Support (OCS)
Faster Resolution Time
• • • • • • • On Demand Connection Instant Online Collaboration via collaborative support Customer access to scripts, tools and instruments Customers can join via MetaLink Web Conferences will last no longer then 20 minutes This tool is used for observation, validation and problem verification Engineers will not web conference to install or train on the product, nor demonstrate product functionality
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What is Different
• New Enhancements to your online SR process include, but are not limited to: • Simplified User interface—new features including fewer screens, and fewer questions. • SAVE a Draft of Your SR—begin a Service Request and save it for later. Our new “Save Draft” feature provides you with the flexibility you need. • Reuse Critical Information in Later SR’s—save a copy of your SR and re-purpose configuration, diagnostic, or standard SR information. • New “Recommended Links”—targeted articles and potential solutions for your specific problem type and/or problem description. • New Multiple File/Attachment Upload—enables you to upload multiple files rather than one at a time to help reduce time and increase efficiency.
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Certify
• • • • Certifications Product Availability Desupport Notices Alerts
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ConfiguraBiblioteka ion Support Manager
What is it?
A MetaLink capability that automates the information exchange between Oracle and our customers enabling faster resolution and proactive detection of customer issues. Configuration Support Manager utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides: • The ability to define projects and organize configurations • A view of Configuration details and changes • Improved Service Request tracking and submission • Proactive problem avoidance with HealthChecks • Proactive Product and Security Alerts
• Profile / Preferences
• • • • Adding Headlines General Settings Headline Settings Personalize Overall Settings
• Oracle News and Events • E-Business Suite
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Sample Applications Diagnostics Report
Period Close Problems and How to Fix Them
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Service Request (SR)
• • • • • SR Home SR Search SR Profiles Management Reports SR Create
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Miscellaneous Features
• MetaLink Feedback • Global Help • Site Map
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Benefits of MetaLink
• Or by a specific ID #
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Improved Search Filters
Additional filtering whenever Search results are greater than 25
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The Knowledge Browser
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Diagnostic Tests
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Help & Global Help
Quick References for MetaLink Basics
In MetaLink, first click “Help”
Next click “Global Help”
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Personalize MetaLink
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Researching MetaLink
• New Faster SR creation process
• Collaborative Support
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Logging SR’s Just Got Easier
• Just Released, February 12, 2007! • Oracle Support is pleased to announce improvements to your online Service Request (SR) process • In response to customer feedback, Oracle has introduced several new enhancements that will help to expedite your SR using proactive diagnostic tools and features • More info and on line demo • See ML Note 406971.1
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Introduction to MetaLink
Name Customer Support Manager Outbound Team
Introduction to MetaLink Modules
• • • • • • MetaLink Entry Headlines Researching MetaLink Diagnostic Tests Service Request Oracle Collaborative Support (OCS) • • • • Patches and Updates Forums Certify Configuration Support Manager • Miscellaneous Features • Benefits of MetaLink
• Search in all categories • Or search in specific categories
• • • • • • • Knowledge Base Bug Database Technical Forums Knowledge Base Document ID # Service Request # Error Code Patch #
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How to Sign on to MetaLink
1st Time Users Returning Users
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1st Time Users
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1st Time Users
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1st Time Users
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1st Time Users
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Headlines
Knowledge Browser – Support Tools
Server
• • • • • • • • • Remote Diagnostic Agent (RDA) Ora-600 Lookup Utility 300+ DBA Scripts Health Check / Validation Engine Rule Sets Diagnostics Support Pack 175+ Diagnostic Tests for the E-Business Suite Context sensitive problem determination and analysis Access databases for answers Capture environment that triggered issue
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Patches and Updates
• • • • Simple Search Advanced Search Quick Links Saved Searches
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Forums
• • • • Open a Forum View Forum Thread Post a New Message Post a Reply
Expectations
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Oracle Collaborative Support
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Oracle Collaborative Support
For your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key Once your name, email address & Company are provided, you may join the conference
• • • • • Knowledge Browser Simple Search Advanced Search Bug Search Quick Find
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Quick Find Capability
• Value to you:
• • Get the exact answers you need Save time
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MetaLink Entry
• Registration Process
• • • • • • User Administrator Sign In / Sign Out Personal Info Change Password List Users Licenses
• Logging into MetaLink • Setting up Profile