If you are not satisfied with the resolution or response to a critical Service Request (SR) at My Oracle Support (MOS), you can escalate it. SR escalation process (formerly known as the Duty Manager Process) is officially known as Requesting Manager Attention to a Service Request. This procedure will facilitate the assignment of a Support Manager [and potentially another support Engineer] to the SR, creation of an Action Plan and as the result it will usually speed up the resolution of the issue.
See below a Workbook of how to properly escalate MOS SR which is based on the Oracle official procedure, best practices and my own experience (this is a draft document -> it will be adjusted based on your valuable comments and experiences that you can post right below this post).
Before Escalating MOS SR
- Raise SR Severity (do not escalate if you have an ability to raise the severity)
- Work properly with the SR to avoid delays using my MOS SR Tips and Best practices
- In case you decide to escalate SR ensure the following:
- You have a valid reason and business case at your hands.
- Decide who will be the main contact from your side for the escalation process and that contact information is properly documeted in the SR (either as Primary or Alternate SR contact or if other: place it in SR body).
1. Insert the below template into the SR
This step is optional but makes sense to ensure proper communication Read more »
To minimize downtime during patching of NON-RAC databases Out of Place Patching can be used. You can apply this approach to any Oracle patch starting from Oracle database 11g (18.104.22.168.0+) using OPatch utility. In this case time spent installing the software can be saved from the total database downtime required. However, some downtime is required for switching database services to the new Oracle database home and applying a post-upgrade script. A basic overview of the steps is below:
– Clone the existing database home online
– Apply required patch to the cloned database home using OPatch
– Switch the database services to the cloned database home
– Complete the post installation tasks for the patch applied
– Oracle database 11g and 12c documentation describe DB_HOME cloning only in OFFLINE mode (when DB is down)
– However, there should be no requirement to shutdown any databases, listeners, agents etc. that are running from the source home while cloning the Oracle Home directory because any processes that load the static binaries or libraries into memory should not hold a write lock.
– Oracle Out of Place patching is supported by SAP
– Out of Place patching is a recommended patching method that is used in out of the box deployment procedure of Oracle Enterprise Manager (OEM) Cloud Control 12c+ version
Below we will use a combination of Oracle documentation, a few MOS Notes and a little bit of experience to manually conduct Out of Place patching of Oracle database 12c
Read more »
Oracle database patching is one of the most frequently executed maintenance activities that every DBA does in his life. The task is fairly simple and straight forward using the patch instructions from My Oracle Support (MOS). However in this article I’d like to highlight the importance of different Patch Prerequisite Checks that you have to perform before doing the patching itself. I think the entire success of patching exercise depends mostly on this step as seen on the below table that represents major PSU patching steps and approximate time lines. The rest of this draft document describes some best practices, tips and code examples for doing patch prerequisite checks using OEM Cloud Control, MOS and OPatch utility. Comments, adjustments, other tips and ideas are welcome and will be included in this post.
I’m often asked questions on Oracle database or client software installation in Silent Mode with using response file. I used to do it in the past but not anymore. The silent software installation with Oracle response file is still available but I found another handy option in Oracle 11g/12c of doing the same. The same silent installation can be done directly from the command prompt without using an Oracle response file but it requires a minimum set of variables (from the response file) as arguments to the Oracle Universal Installer (OUI) (i.e “runInstaller or setup.exe”).
I give a few tested examples below to install Oracle software in Silent mode without a response file:
Oracle Database 11.2 on Linux silent installation (Enterprise Edition Software Only)
./runInstaller -silent -debug -force \ Read more »
I’ll be speaking at German Oracle User Group (DOAG) Conference 2014 this week. The database related presentation with following title will be held in English:
Best practices and live demo on remote database connection techniques including remote database connection setup, troubleshooting and undocumented tricks. Together with the audience we bypass a firewall, establish SSH RSA server authentication and receive DB access without an obvious user. Connect without passwords to any server this is our final goal!
Timelines and location: 19.11.2014 12:00, room Seoul
During my presentation in the interesting manner of a live demo I’ll try to explore how a trivial topic of Oracle database connection can have so many problematic areas in terms of security, troubleshooting and user usability.
See the relevant documents below:
– Presentation: Live adventure – From my PC to Oracle remote database
– Demos: on DaDBMan YouTube channel
In case of questions please use comments below in this post.
Looking forward to seeing you all at CCN East, Nuremberg Trade Fair, 18th-20th November 2014!
..Oh yes, one more thing I forgot. In scope of the conference I was interviewed with a few questions by a DOAG representative. It was great to see myself with that interview in the DOAG Conference brochure together with the other big names of Oracle community. You can read it here in German: Die Datenbank hacken