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CHAPTER 18 MA NA GING AND M ONITORING THE OPERATIONA L DATABA SE
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2. If you ve created an empty logical package in the first step, you must add diagnostic data to it as shown here: adrci> ips add incident 17060 package 4 Added incident 17060 to package 4 adrci> You can add diagnostic files to the package in the following way: adrci> ips add file <file_name> package <package_number> 3. Generate the physical package that you ll be transmitting to Oracle Support. adrci> ips generate package 4 in /u01/app/oracle/support Generated package 4 in file /u01/app/oracle/diag/IPSPKG_20070929163401_COM_1.zip, mode complete adrci> The COM_1 in the filename indicates that it s a complete file, not incremental, in order to create an incremental physical incident package. Use the following command: adrci> ips generate package 4 in /u01/app/oracle/diag incremental Generated package 4 in file /u01/app/oracle/diag/IPSPKG_20070929163401_INC_2.zip, mode incremental adrci> 4. Before you can send your incident package to Oracle Support for diagnosis and help, you must formally finalize the incident package, as shown here: adrci> ips finalize package 4 Finalized package 4 adrci> You can now transmit the finalized zip file to Oracle Support by manually uploading it. In the next section, which discusses the Support Workbench, I ll show how to automate the transmission of incident packages to Oracle Support.
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The Support Workbench, which you can access from Enterprise Manager, enables you to automate the management of incidents including the process of filing service requests with Oracle Support and tracing their progress. Besides viewing problems and incidents, you can also generate diagnostic data for a problem as well as run advisors to fix the problem. You can create incident packages easily with the Support Workbench and automatically send them in to Oracle Support.
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CH A PT ER 1 8 M ANA GIN G AN D MON IT O RING TH E O PERA TI ON AL D AT AB ASE
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In order to enable the Support Workbench to upload IPS zip files to Oracle Support, you must install and configure the Oracle Configuration Manager. You can install the Oracle Configuration Manager during the installation of the Oracle software, as shown in Figure 18-7.
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Figure 18-7. Registering the Oracle Configuration Manager You can install and configure the Oracle Configuration Manager after the server installation as well, by invoking the Oracle Universal Installer. The following sections summarize how you can use the Support Workbench to resolve problems.
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Tip Although the database automatically tracks all critical errors by storing the diagnostic data in the ADR, you can also create a user-created problem through the Support Workbench for errors that aren t automatically tracked by the database as critical errors. To do this, click Create User-Reported Problems under Related Links.
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You can view outstanding problems from the Support Workbench home page. You can check for critical alerts on the Database Home page in the Diagnostic Summary section by clicking the Active Incidents link there or by going to the Critical Alerts section under the Alerts section. To access the Support Workbench, click the Software and Support link and then click the Support Workbench link under the Support section. Figure 18-8 shows the Support Workbench page. On the Support Workbench home page, select All from the View list to examine all problems.
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CHAPTER 18 MA NA GING AND M ONITORING THE OPERATIONA L DATABA SE
Figure 18-8. The Support Workbench page
Examining Problem Details
To view the details of any problem, click View Incident Details on the Incident page.
Collecting Additional Data
Besides the automatic collection of diagnostic data following a critical error in the database, you can also use the Support Workbench to invoke a health check to collect additional diagnostic data. I explain health checks later in this chapter in the section Running a Health Check.
Creating Service Requests
From the Support Workbench, you can create service requests with MetaLink. For further reference, you may note down the service request number.
Creating Incident Packages
You can choose either the Quick Packaging method or the Custom Packaging method to create and submit incident packages. The Quick Packaging method is simpler but won t let you edit or customize the diagnostic data you re sending to Oracle Support. The Custom Packaging method is more elaborate but enables you customize your incident package. Following are the steps you must take to create an incident package and send it to Oracle Support using the Custom Packaging method:
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