Roadmap: Investigating, Reporting, and Resolving a Problem

You can begin investigating a problem by starting from the Support Workbench Home page. However, the more typical workflow begins with a critical error alert on the Database Home page. This documentation provides an overview of that workflow.

Figure: Workflow for Investigating, Reporting, and Resolving a Problem illustrates the basic tasks that you complete when encountering a problem.

The following are task descriptions. Subsequent sections provide details for each task.

• Task 1 – View Critical Error Alerts in Enterprise Manager

  Start by accessing the Database Home page in Enterprise Manager, and reviewing critical error alerts. Select an alert for which to view details. From the alert details page, go to the Problem Details page.

• Task 2 – View Problem Details

  Examine the problem details and view a list of incidents that were recorded for the problem. Display findings from any health checks that were automatically run.

• Task 3 – (Optional) Create a Service Request

  Create a service request using My Oracle Support and optionally record the service request number with the problem information. If you skip this step, then you can create a service request later, or the Support Workbench can create one for you.

• Task 4 – Package and Upload Diagnostic Data to Oracle Support Services

  Invoke a guided workflow (a wizard) that automatically packages all gathered diagnostic data for a problem and uploads the data to Oracle Support Services.

• Task 5 – Track the Service Request and Implement Any Repairs

  Optionally maintain an activity log for the service request in the Support Workbench. If appropriate, run Oracle advisors to help repair SQL failures or corrupted data.

• Task 6 – Close Incidents

  Set the status for one, some, or all incidents for the problem to Closed.