OTM - Getting the Most Out of Your Support Experience

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GET PROACTIVE! With Oracle Premier Support

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Good morning / good afternoon, My Name is Keith Wenyon and I’m the Technical Manager for the OTM Support Group Today I am going to share a few things about the proactive support group and work we do behind the scenes at Oracle. Everything you will see today is available on My Oracle Support so this is NOT an extra service that comes on top of an existing Maintenance contract.


Introduction

Explain “Get Proactive”

Overview of Capabilities

Product Specific Highlights

Where to Start ?

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It’s pretty simple and straight forward and very easy to bring in front of Your Customers. We call it the ‘Get Proactive’ Platform. With the Get Proactive Platform customers can take advantage in 3 area’s or “categories”. Prevent / Resolve /Upgrade You will notice the little icons that help point you to prevent, resolve or upgrade type information. So lets begin


What Is ‘Get Proactive’ All About?

Avoid the unexpected. GET PROACTIVE! Prevent is all about staying healthy, detecting and solving issues before they have an impact on your software and systems Resolve is about detection capabilities and diagnostic tools to help you implement the right corrective actions Upgrade is about doing it right the very first time, ultimately creating a streamlined, reliable, and repeatable process

Want even more? Connection is a key enabler for advanced proactive capabilities. Look for this image throughout the presentation as we identify specific Oracle proactive support capabilities unlocked when you ‘Get Connected’

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Through Prevention we will make sure customers work in a ‘Healthy IT footprint’ Resolve focuses on issue detection and diagnostic tool that help customer to document their issues well before doing research for potential solutions. Upgrade : customers have been telling us during transactional and relationship surveys that upgrading to new releases is ‘real’ a pain point we should work on. So in order to minimize downtime for their IT infrastructure we have invested a lot in this area ! For customers to go for the next level, some investment in Getting Connected is necessary. Using some proactive solutions we will need customers to connect - for others no uploaded configurations are necessary. Investing in ‘Connecting’ through OCM or EM Harvester will bring them to that next level.


Newsletters [Doc ID 222.1]

PREVENT

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Newsletter index for EBS product support news is 222.1 Newsletters are released bi-monthly so be sure to have your customers subscribe


Advisor Webcasts [Doc ID 740966.1] Oracle Premier Support Subject Matter Experts will offer methods and solutions to help you avoid potential pitfalls

PREVENT

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Webcasts are training classes or brown bags from Oracle Subject Matter Experts (Support and sometimes Development) that offer current solutions to problems, set up scenarios, the introduction of new functionality, or even a review of diagnostics. They are held monthly from the various product spaces. Please let me know the OTM related topics you would be interested in seeing being presented via Webcast


Product Information Centers [Doc ID 444.2] Comprehensive best practices, tools, and knowledge

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Product Information centers are an aggregate of content combining multiple sources of info and organizing them into common task views. They vary by Product but can contain Alerts, News, FAQs, Search Helpers, etc. The main EBS IC Index page is 444.2 Look in he Oracle Transportation Section for the link to the OTM IC If you use other Oracle EBS products this is a great page to check for Information Centers related to those products.


Product Information Centers

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From My Oracle Support > Knowledge tab you can click on Browse knowledge Enter your Product (from the drop down), Release and ‘Advisor Found’ button will return, if available.


Product Information Centers Information Center: Oracle Transportation Management [Doc ID 1172398.1]

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This is an example of the Oracle Transportation Management Information Center Notice the Hot Topics, Alerts, FAQs and Popular Community threads All related to OTM



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The Resources page provides links to OTM Documentation, Training and Support Newsletters



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The Use page provides information about Integration with EBS and JDE, a section for GTM. The Planning and Use section of the note contain general questions and how to’s on a number of different topics.



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Go to the Troubleshooting page to see recommendations on how to investigate commonly reported issues “How to” related to troubleshooting and newly created MOS notes.



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The Patching and Maintenance page has sections for Product Related Patching Note, links to the current CU/RU patches. Key Fixes for version 5.5 and 6.x and important fixes that are available in the current release and upcoming releases as well.



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Installation and Configure has sections for Install, Configure and a Clone section to help clients that are copying data from one OTM instance to another.



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Go to the Upgrade page and check the Upgrade section for the latest Support Guides for upgrading from any version of OTM 5.5 to version 6.2 and the latest RU patch. Check for commonly reported Upgrade Problems and “How to’s” related to the upgrade process.



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The last page available on the Information Center is the Optimize Performance page. This provides a list of notes that can be used to help troubleshoot a performance related issue before logging an SR. The optimize section provides information about changing common thread settings and ones specific to increasing threads related to bulk planning.


Important OTM Notes

Gathering Database Statistics for Oracle Transportation Management (Doc ID 467668.1)

OTM Performance Slowed - How to Check Enabled Logging (Doc ID 562688.1)

What to Collect When Performance Problems Start to Exist in OTM? (Doc ID 887885.1)

Support Guide for Updating OTM 5.5 to 5.5.06.03 and Migrating from OTM 5.5 to 6.2.6 (Doc ID 1469454.1)

What are the Post Installation Steps Needed to Install Fusion Transportation Intelligence on OBIEE 10.1.3.4.x? (Doc ID 1470478.1)

Collecting Configuration Data Requested by Oracle Support (OTM) (Doc ID 1443933.1)

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Another common contributor to poor performance is not running the OTM Provided gather tablestats job. Instruct your system administrators to ensure this is being run on your instance on a regular basis. Have your administrators check to see what logging options are enabled on a regular basis and turn off ones that are not needed to investigate reported issues to avoid performance problems. Don’t wait for a performance issue to occur to review the first note I have listed. Be proactive and have your system admin’s review this note and have a clear information regarding the information we need collected to properly investigate a performance issue. Look for the latest Support Guide for migrating from 5.5 to 6.2.x. These cover a number of potential problems you could encounter during your migration. Installing FTI for the first time and find the instructions a little confusing review the post installation steps for OBIEE. Getting ready to log an SR. Review the last note for instructions on how to generate CSV and XML exports we can use to help reproduce reported issues on our internal instances.


•The note contains full presentation content for the EBS: Get Proactive by Finding Answers! Customer adoption campaign provided by the EBS Proactive Support Delivery team •A PDF only format of the PPT presentation for customer reference (with no speaker points) •Quick Step Lab to be used during the training with the customer •Optional Comprehensive Lab Steps and Video

EBS: Get Proactive by Finding Answers! [Doc ID 1421002.1]

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If you find that you are having challenges searching or browsing for content on My Oracle Support, we have developed a training class just for that. Please let me know after the presentation if you are interested in more information on this topic. The session focuses on Part 1 advanced searching, Part 2 for browsing with an emphasis on information centers, search helpers, the advisors and more. Part 3 covers personalization and email notifications in MOS and Part 4 covers the Community threads and discussions.


Are You Ready To Get Proactive?

Avoid the unexpected

Don’t leave value on the table

Lower overall organizational costs through preventative maintenance

Reduce risks and maximize uptime

Achieve resolution faster

Streamline and simplify your daily operations

Get even more through connection

Discover more about Get Proactive

My Oracle Support – Doc ID: 432.1

EBS Get Proactive – Doc ID: 1388190.1

ACT Get Proactive

Get Proactive by Finding Answers ! Doc ID: 1421002.1

Contact the Get Proactive team today for help getting started

Use [email protected]

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If you would like to get additional information about proactive services or information available for other Oracle products please feel free to email using one of the channels listed here Thank you! Have a great day!

OTM - Getting the Most Out of Your Support Experience

Technology

Transcript of OTM - Getting the Most Out of Your Support Experience