My Oracle Support: Configuration Manager & Proactive

1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

My Oracle Support: Configuration Manager & Proactive Support for Database

Karl-Heinz Urban Principal Specialist, Premier Support Education


Agenda

What is the My Oracle Support Configuration Manager ?

What Data is collected by configuration manager?

Review the benefits,features and functionality

Interface overview and demonstration

Making My Oracle Support Work for you

Q&A


My Oracle Support Configuration Manager

•Define your configurations •View your System details and changes •Use the Advanced Knowledge Management capabilities •Get Proactive! with problem avoidance and Health Checks •Get Proactive! with Product and Security Alerts •Get Proactive! with Patch Recommendations

My Oracle Support Configuration

Manager is a Support tool that automates

configuration information exchange between Oracle and

our customers

What is it?


Configuration Manager What Data is Collected?

• Host • Oracle Software and Patches e.g. : • Application Patches • Database and iAS Patches

• Third party software inventory

Captures information about:

• Hardware • System Software • Oracle Product Information

Access to this data is limited by:

• Business Transactions • Passwords • Control Sensitive Information

Not included in collection:


Configuration Manager The Four C’s

•Collector deployed into each Oracle Home •Allows configuration information to be collected and uploaded directly from the customer site •Collector can be set to auto-update, minimizing customer maintenance •Uploads initiated by collector over a secure pipe

Configuration Collector

•Contains the customer configuration information •Can be leveraged to provide: •Health checks •Patch advice •Inventory and usage

Centralized repository

• Acts as publisher of revised configuration collector content for download by the collector. Content Server

• Allow customers to log SRs referencing the uploads configurations • Allow customers to view their configuration details

Connection with My Oracle Support


Configuration Manager: The Big Picture

Support

Customer Site Simple install/ command UI

Knowledge Management

Proxy Server

My Oracle Support

MOS Interface

System View

Oracle CCR

HTTPS/SSL – 128 bit with public/private key exchange Firewall rule - allow traffic only to ccr.oracle.com:443


How do we ensure Security? All connections go trough https/ssl 128 bit with public/private key exchange (Asynchronous Encryption)

All connections go to a single host - CCR.ORACLE.COM on port 443

You can instruct OCM to use a proxy if you are not connected to the internet directly

You will have to create firewall rules to allow outgoing traffic to CCR Host

OCM does not listen to inbound communication, so that your firewall protections are preserved

Data is stored in a secured data center using Oracle Vault

Access to the CCR repository is restricted and goes through rigorous security review

More information on the Official Documentation at: http://www.oracle.com/technetwork/documentation/ocm-092152.html

http://www.oracle.com/technetwork/documentation/ocm-092152.html




Configurations : Data Security and Privacy

Customers see the same data

as Oracle

Primary access is by Oracle Product

Support

Data is used by Product Support to improve the

customer level of service

Data collected is hardware, system

software, and Oracle product

information

Data does not include business

transactions, passwords, or

control sensitive information


Disconnected Mode Collection One Collector…Two Collection Modes… Same My Oracle Support with configuration management capability

Customers have choice of collection mode •Use same configuration manager collector in Disconnected Mode to create system configurations on

machines not connected to internet. • Systems (configurations) created in Disconnected Mode are the same content as ones created in

connected mode. •My Oracle Support viewing and usage of systems (configurations) is same in both collection modes.

What’s Different ? •Configuration management and RDA integration provides mechanism for uploading both diagnostic and

configuration information as attachment to an SR •Customer transports disconnected mode collections to a machine that is connected to the internet and

attaches disconnected mode collections to an SR – similar user experience to attaching RDA output to an SR


Collection and Distribution Utilities Harvester – EM Grid control for Configuration Collection •Mechanism for collecting System Configuration Data •Eliminates the need to install a second collection mechanism on their Servers • For addition information see Note 848962.1

Mass Deployment Tool – Single Point distribution tool •Allows for the installation of Configuration Manager software to multiple homes from a single point • For more information view Note 791357.1 (Companion Distribution Guide)

Oracle Support Hub – Single point for uploading configuration data •Makes it easier for the configuration collections to be passed up to CCR •Allows many OCM instances to upload data via a single internal point • For more information view Note 791357.1 (Companion Distribution Guide)

To start using the Oracle Support Hub and the Mass Deployment Tool •Download it from the Collectors tab in My Oracle Support

https://metalink.oracle.com/CSP/ui/flash.html

https://metalink.oracle.com/CSP/ui/flash.html

https://metalink.oracle.com/cgi-bin/cr/getfile.cgi?p_attid=791357.1:doc







What is a System?

Systems are named collections of hardware, software, and operating system running on a machine


Configuration Manager and Mass Deployment Tools


OCM Supported Products

Database •Oracle Database releases 8.1.7 and later •Oracle Real Application Clusters releases 9.0.1 and later •Oracle Exadata 11.2.0.1 •ASM 10.2 and later

Applications •Oracle Enterprise Manager versions 9i,

10g, 11g, and 12c •Oracle E-Business Suite 11.5.4 and later,

R12 and later •Peoplesoft People Tools version 8.4.8 and

later, 8.5 and later •Siebel CRM versions 7.7, 7.8, 8.0, 8.1.1 •JD Edwards Enterprise One 8.97 and later •Oracle Retail version 13.0 and later •Primavera P6 7.0 •Primavera CM 13.0 •Oracle Collaboration Suite version

10.1.0.2 and later •Oracle Beehive 2.0

Middleware •Oracle Application Server releases

9.0.3 and later (note that 1.0.2.2 is only supported in an E-Business Suite configuration)

•Oracle WebLogic Server 10.3.2 and later

•Oracle Business Intelligence Enterprise Edition/Siebel Analytics versions 7.8.4/10.1.3.2

•Oracle Hyperion Enterprise Performance Management System 11.1.2 and later

•Oracle Fusion Middleware release 11.1.1.1 and later

Host •Sun Solaris on SPARC (32-bit and 64-bit) •Sun Solaris on x86 (32-bit and 64-bit) •Linux x86 (32-bit and 64-bit) •Linux Itanium •Linux on PowerPC •IBM zSeries Based Linux •HP-UX PA-RISC (32-bit and 64-bit) •HP-UX Itanium •IBM AIX5L Based Systems (32-bit and 64-

bit) •Microsoft Windows: 2000, XP, Server

2003 (32-bit and 64-bit), 2008, Vista, NT, other Win 32 platforms


Disabling Collection of IP, MAC and Broadcast Addresses

You can disable the collection of the Host IP Address, the Network Interface MAC Address, and the Broadcast Address. To disable the collection of these items, you must add the following entries to the OCM_CONFIG_HOME/config/collector.properties file.

• To disable the collection of network addresses, add the following entry: – ccr.metric.host.ecm_hw_nic.inet_address=false

• To disable the collection of the MAC address, add the following entry: – ccr.metric.host.ecm_hw_nic.mac_address=false

• To disable the collection of the Broadcast address, add the following entry: – ccr.metric.host.ecm_hw_nic.broadcast_address=false


Disabling Collection of Database Columns

You can disable the collection of certain database columns by using data masking. Masking data means replacing certain fields with a mask character, such as an X. All masking operations are defined in the collector.properties file located in the $ORACLE_HOME/ccr/hosts/<hostname>/config/ directory or the $ORACLE_HOME/ccr/config/ directory.

• To mask the database user name in the database collection, include the following in the collector.properties file: – ccr.metric.oracle_database.db_users.username=mask

• To remove the database user name mask, remove the associated line from the collector.properties file or set the parameter to false: – ccr.metric.oracle_database.db_users.username=mask or – ccr.metric.oracle_database.db_users.username=false


Viewing Collected Information

Configuration data collected can be viewed both locally and at Oracle.

Locally: When the collector performs the collection and uploads the data to Oracle, a set of files are generated and stored in the "$ORACLE_HOME/ccr/hosts/[hostname]/state/review" directory. These files are XML and have a style sheet associated with them. If you open "$ORACLE_HOME/ccr/hosts/[hostname]/state/review/targetMap.xml" in a browser, a report showing what was collected and what data was uploaded will appear.

Oracle: Log into My Oracle Support and find your system in the list in the Systems region; you can then drill into the system's components and view the uploaded configurations.





<UPLOAD OMS_PROTOCOL_VERSION="10.2.0.2.0" UPLOAD_TYPE="uploadonfetch" EMD_URL="http://lettyc-us.us.oracle.com/ccr" MERGE_TIMESTAMP="2010-02-19 19:15:13 Asia/Karachi" CONFIG="TRUE" TARGET_GUID="" COLLECTION_TIMESTAMP="2010-02-19 19:15:13 Asia/Karachi" COLLECTION_NAME="livelink_config" PRELOAD_PROC="ECM_LL.LL_PRELOAD_CALLBACK" POSTLOAD_PROC="ECM_LL.LL_POSTLOAD_CALLBACK" COLLECTOR_DIFF="false" ON_TARGET="local" OCM_CROSS_HOST="FALSE">

<ROWSET OMS_PROTOCOL_VERSION="10.2.0.2.0" SINGLE_ROW="TRUE" TABLE="MGMT_VAGUE_TARGETS">

<ROW>

<TARGET_GUID></TARGET_GUID>

<TARGET_NAME></TARGET_NAME>

<ORG_ID>0</ORG_ID>

<HOST_NAME>lettyc-us.us.oracle.com</HOST_NAME>

<AGENT_TARGET_NAME> Oracle Configuration Manager</AGENT_TARGET_NAME>

<TARGET_TYPE>oracle_livelink</TARGET_TYPE>

<ORACLE_HOME>c:\bea\wls1032\utils</ORACLE_HOME>

<TIMEZONE_REGION>Asia/Karachi</TIMEZONE_REGION>

</ROW>

</ROWSET>

<ROWSET OMS_PROTOCOL_VERSION="10.2.0.2.0" TABLE="MGMT_LIVELINK_PARAMS" META_VER="1.0" INCREMENTAL="FALSE" CONFIG="TRUE“>


Recordings – Note 603505.1 MOS Configuration Manager Documentation



Proactive Support RDA and Database Diagnostics


What are Database Diagnostic Tools?

Oracle’s Database Diagnostic Tools determine the causes of symptoms, mitigations for problems and solutions to issues

Logically resides within Resolve arena, but can be used in Prevent & Upgrade Cover many aspects of an Oracle Database environment e.g. O.S., Memory, SQL Mature tools: proven effective with our Support customers


Database Diagnostic Tools Portfolio

Variety of Diagnostic Tools

Data Collection

Error Lookup

Guided Resolution

SQL Tuning

Performance Monitoring

Install / Config / Perf Checks

Diagnostics Best Practices




Data Collection

Error Lookup

Guided Resolution

SQL Tuning







Data Collection

Error Lookup

Guided Resolution

SQL Tuning







Data Collection

Error Lookup

Guided Resolution

SQL Tuning





Let’s Take a Closer Look…


ORA-600 Guided Resolution Tool

Guided Resolution tool for ORA-600 steps user through issue analysis Upload the related trace file to aid in problem resolution Recommended solutions are generated by the tool


RACcheck - RAC Configuration Audit Tool

Audits important configuration settings of O.S., RAC, ASM & Oracle Clusterware Run to proactively identify and remediate RAC configuration settings issues Easy, standalone install; command line execution


What Is It? Unified package of support diagnostics tools and preventative solutions Provides Real-Time Snapshot of a customer’s environment Produces comprehensive and easy to view HTML Reports

When Would I Use It? – Reactively

Diagnose issues encountered on their systems More effectively communicate with Support during the SR process

– Proactively Problem Avoidance checks: e.g. product pre-installation, invalid objects Change control validation and auditing Analysis of system information

RDA – Remote Diagnostics Agent

30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Confidential – Oracle Internal



When a problem occurs… Download / Install / Run RDA to establish a System Snapshot

Review the RDA output files through a browser

Analyze the detailed diagnostic information

Top Resource SQL Statements

Locking and Latch statistics

User Session Activity

Network statistics

Diagnose Errors

Submit the RDA output file to Oracle Support

RESOLVE



Stay Proactive… Refresh your RDA System Snapshot on a regular basis

Automate Selected Collections

Change Control for Validation and Auditing

Compare Systems

Review Healthcheck Information for Problem Avoidance

Invalid Objects

Disk space usage

Database Session Information

Trend recurring issues: analyze Alert.log files

PREVENT



Q&A


Documents

My Oracle Support: Configuration Manager & Proactive