Thursday, November 30, 2006

Making TARs helpful

How to log a professional SR?

As an Apps DBA sometimes we might need to open an SR (I hope no one will ever need to but in case you need, I know its not a good feeling when we open a Tar especially if it’s a SV1 tar) to solve a problem or to ask oracle a question to ask for an enhancement. It will be easier for us and them (Oracle Support) to send them a clear/direct info. On what we need and what we have.

Try always to keep a template of your current environment and when you open a tar just copy/paste it on the TAR.
Below is an example of what I have:

Subject
Oracle Apps 11i - Installation hanging Problem


Problem
On the Database tier installation at Step 5 of 7 (97%), when 'Converting database character set', the installation hanged. All pre-requests patches have been applied. I have also checked OS patches and every thing is applied and the server is ready for the installation.


Product
Oracle E-Business Suite 11i Release (11.5.10.2)


Platform
Red Hat Enterprise Linux AS 3.0


Installation Type
Multi-node Installation

Installation Structure
[Database Server-Database]
Directory: /oracle/proddb
Instance Name: ebprod
Port: 1521

[Database Server-Application]
Directory: /oracle/prodapp
Product installed: Concurrent Node, Admin Node


[Application Server-Application]
Directory: /oracle/prodapp
Product installed: Apache Node, Forms Node

Server Spec
CPU: Intel Xeon 700MHz x 4
RAM: 2Gb
HD: SCSI 36.4 Gb x 5 (Raid 5)
Swap: 2Gb


Last Message On InstallAction Log
OracleHome = /oracle/proddb

Query Returned: 03e48df5d45face1cf9265b70d70512baa33bc8d601a13d079
Calling Action generalActions2.3.0.8.0 setenv
selectedNodes = null
name = CALMGRVALUE
value = *Protected value, not to be logged*
append = null
replace = true
Calling Query calQueries9.0.4.0.8 Obfuscate
inputString = *Protected value, not to be logged*


Of course if the problem is not in the installation try to add the following:

Has the problem always occurred? or has it recently happened ?
If recent, then what has changed? Have you applied a patch, or what changed were made recently?

All this information well be helpful for oracle support to solve your problem and it will save you time because they will try to ask you questions ( try to answer them before you open the tar).
- try to be specific as much as you can.
-Avoid as much as you can opening Severity 1 TARs.

The above was an example so please; don’t consider it a real case.

I hope that was helpful and waiting for your comments

2 comments:

Arunkumar said...

Totally agreed Fadi. I come with an Oracle Support experience (not anymore though) and its so nice sometimes to have all the info that we require when the tar reaches us. Reduces toggling !!

fhasweh said...

I wrote this post because I know how the support engineers suffer when they have a problem with missing information I used to work as an apps support for multi sites, I am sure you face it at oracle Arun , Welcome at my blog and I hope to see your comments here Thank you so much.

fadi