Task 5 – Track the Service Request and Implement Any Repairs

After uploading diagnostic information to Oracle Support Services, you might perform various activities to track the service request, collect additional diagnostic information, and implement repairs. Among these activities are the following:

• Adding an Oracle bug number to the problem information.

  To do so, on the Problem Details page, click the Edit button that is adjacent to the Bug# label. This is for your reference only.

• Adding comments to the problem activity log.

  You may want to share problem status or history information with other DBAs in your organization. For example, you could record the results of your conversations with Oracle Support.

  To add comments to the problem activity log:

  1. Go to the Problem Details page for the problem, as described in "Viewing Problems Using the Enterprise Manager Support Workbench".

  2. Click Activity Log to display the Activity Log subpage.

     
     Description of the illustration activity_log_new.gif
     
     

  3. In the Comment field, enter a comment, and then click Add Comment.

     Your comment is recorded in the activity log.

• Adding new incidents, if they occur, to the package and reuploading the package to Oracle Support Services.

  For this activity, you must use the custom packaging method described in Oracle Database Administrator's Guide.

• Running health checks.

  See Oracle Database Administrator's Guide for information about health checks.

• Running a suggested Oracle advisor to implement repairs.

  You can access the suggested advisor in one of the following ways:

  • Problem Details page—In the Self-Service tab of the Investigate and Resolve section

  • Support Workbench Home page—On the Checker Findings subpage

  • Incident Details page—On the Checker Findings subpage

  Table: Oracle Advisors that Help Repair Critical Errors lists the advisors that help repair critical errors.

  Oracle Advisors that Help Repair Critical Errors

  Advisor	Critical Errors Addressed	See
  Data Recovery Advisor	Corrupted blocks, corrupted or missing files, and other data failures	"Performing Oracle Advised Recovery"
  SQL Repair Advisor	SQL statement failures	Oracle Database Administrator's Guide