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

For this task, you use the quick packaging process of the Support Workbench to package and upload the diagnostic information for the problem to Oracle Support Services. Quick packaging has a minimum of steps, organized in a guided workflow (a wizard). The wizard assists you with creating an incident package (referred to as a package) for a single problem, creating a ZIP file from the package, and uploading the file. With quick packaging, you are not able to edit or otherwise customize the diagnostic information that is uploaded. Using quick packaging is the direct, straightforward method to package and upload diagnostic data.

To edit or remove sensitive data from the diagnostic information, enclose additional user files (such as application configuration files or scripts), or perform other customizations before uploading, you must use the custom packaging process. See Oracle Database Administrator's Guide for instructions. When you complete those instructions, you may continue with Task 5 – Track the Service Request and Implement Any Repairs.

To package and upload diagnostic data to Oracle Support:

1. On the Problem Details page, in the Investigate and Resolve section, click Quick Package.

   The Create New Package page of the Quick Packaging wizard appears.

   
   Description of the illustration quick_package_1_11gr2.gif
   
   

2. (Optional) Enter a package name and description.

3. Fill in the remaining fields on the page. If you have created a service request for this problem, then select the No option button for Create new Service Request (SR).

   If you select the Yes option button for Create new Service Request (SR), then the Quick Packaging wizard creates a draft service request on your behalf. You must later log in to My Oracle Support and fill in the details of the service request.

   Click Next.

   The Quick Packaging wizard displays a page indicating that it is processing the command to create a new package. When it finished, the Quick Packaging: View Contents page is displayed.

4. Review the contents on the page, making note of the size of the created package, then click Next.

   The Quick Packaging: View Manfiest page appears.

5. Review the information on this page, making note of the location of the manifest (listed next to the heading Path). After you have reviewed the information, click Next.

   The Quick Packaging: Schedule page appears.

6. Choose either Immediately, or Later. If you select Later, then you provide additional information about the time the package should be submitted to My Oracle Support. After you have made your choice and provided any necessary information, click Submit.

   The Processing: Packaging and Sending the Package progress page appears.

When the Quick Packaging wizard is complete, the package that it creates remains available in the Support Workbench. You can modify the incident package with custom packaging operations (such as adding new incidents) and reupload the package at a later time.