In case you want to engage Oracle Support in order to receive help in an issue resolution you have to submit a Service Request (SR) at My Oracle Support website (MOS). Below I share some best practices in this area collected from different training courses and my own experience.
Before creating Oracle MOS SR
When you have a question or issue, need help the solution may already be available on MOS or Internet.
So before creating an SR you can do a quick search in the MOS Knowledge Base and MOS Community Space, use OTN Forum or even Google it. I recommend however using MOS Community or Internet only if all below points apply:
- If you have a low severity question or if you are interested in discovering how to do something
- If you have been unable to locate an answer in the MOS Knowledge Base
- When you have knowledge or experiences to share with your peers
If the issue is critical, do not wait! Submit the SR immediately while in parallel doing your own investigation (ideally having 2 resources for these 2 tasks). In this case even if you find a solution yourself, it will be anyway worth to validate it through MOS SR.
Creating a well-defined SR
1) Create an MOS SR using following methods:
- Using a relevant System/Target that is managed in MOS via Oracle Configuration Manager (OCM): <Systems> Tab -> Right-Click on System or Target -> Create SR
- Using “Create SR Like Selected SR” (best method in case a similar SR for the same target exists already)
- Using “Create SR” button to create SR from scratch
2) Provide all the necessary information that enables the SR to be correctly assigned to the engineer with the best skillset to resolve your issue.
SR Step – Problem
- Problem Summary = Tittle of the SR (use as short SR explanation; try to be descriptive to distinguish it in the SR List later; include Error codes)
- To speed up SR creation you can Autofill the Configuration/Software section using “SR Profile” or “Existing SR”.
- Choose carefully [Problem type] to ensure the SR assigned to the most appropriate and qualified support engineer available which will minimize the potential number of SR transfers and decrease the resolution time.
Designing Database as a Service (DBaaS) in own Database Cloud is very comprehensive topic and it requires a lot of things: clear concept and strategy, solid planning, important architecture decisions, considerable involvement of different stakeholders, extra budget, etc. To start talking about this topic I’ll give my own definition of DBaaS which is a managed database service, hosted and offered by DBaaS provider on pay-per-usage basis, which provides access to own database resource with flexible on-demand system scaling capabilities. DBaaS on high level consists of three major pillars: Business, Operation and Technology and you cannot start with the most interesting one, which is certainly Technology (at least for me :).
Last week being a part of exclusive Oracle Database Day workshop I learned and discussed the possibilities of building a DBaaS based on Private Database Cloud with best Oracle Germany experts in Munich. This time we talked exactly about DBaaS Technology and specifically about Oracle Cloud Management capabilities. With help of Oracle Enterprise Manager (OEM) 12c Cloud Control and OEM Self Service Portal you can establish a framework for end-users to provision own DBaaS components with a few mouse clicks. In Oracle terms these DBaaS components can be the following:
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Many Oracle DBAs, developers and just end-users often encounter an issue when they can not connect remotely to an Oracle database. There can be different reasons of the connection problems. I give below a short cookbook on resolving those database connection issues. But first let’s explore a bit Oracle connectivity concepts and terminology.
An Oracle database is represented to clients as a service; that is, the database performs work on behalf of clients. The service name is included in the connect data part of the connect descriptor. To connect to a database service, clients use a connect descriptor that provides the location of the database and the name of the database service. The address portion of the connect descriptor is actually the protocol address of the listener. To connect to a database service, clients first contact a listener process that typically resides on the database server. The listener receives incoming client connection requests and hands these requests to the database server. Once the connection is established, the client and database server communicate directly. Read more »
According to Gartner the major growing technical IT trends for the coming years are Cloud Computing, Virtualization, Mobile, Unified Collaboration & Communications and Service Oriented Architecture (SOA). I would also add another one: Green IT. All of them comprise of techniques that have an impact on different industries as well as user behavior in the long term.
What are they, and how the enterprises can adopt them – in my short wrap-up below. Read more »