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EnterpriseManger Support Workbench 是一个图形工具，它是一个基于企业管理器的新设施，它帮助调查和报告关键的错误。，允许用户访问AutomaticDiagnostic Repository(自动诊断知识库，ADR)，并具有收集信息丶打包信息以及将信息发送到OracleSupport Service的功能。SupportWorkbench是一个用于与Metalink交互，以及打包诊断信息的工具。可以进行健康检查，调用IPS打包问题的相关诊断数据，对Oracle Support的文件和跟踪服务请求。Support Workbench还通过提供对各Oracle顾问（如新的SQL Repair Advisor和SQL Test Case Builder）的访问，处理各种类型的问题。
１丶 如何进入Support Workbench主页
（1） 单击Database主页上的Software and Support链接。
（2） 单击Support部分的Support Workbench;
（3） 在SupportWorkbench主页上，可看到过去24小时发现的所有问题
（4） 单击Allfrom the View 列表查看所有问题
2丶 列出利用SupportWorkbench解决严重错误要遵循的步骤。
（1） 检查严重错误
（2） 调查问题
（3） 创建一个服务请求
（4） 创建意外事件包并上传数据给Oracle Support
（5） 跟踪服务请求
（6） 关闭问题（意外事件）
3丶 用SQLRepair Advisor处理SQL故障
不仅是将诊断数据传给Oracle support一个工具，还可以通过Support Workbench运行新的SQL Repair Advisor工具。在Oracle 11g中，可以运行SQL Repair Advisor来
处理失败的SQL语句。此顾问通常建议应用一个补丁来处理失败的语句。如果采纳了建议并应用了SQL补丁，优化程序将选择一个替代执行路径，SQL代码将成功执行，不需要
更改原来的SQL语句。如果SQL Repair Advisor不能给出一个使用SQL工作的建议，可以用Support Workbench打包意外事件文件和相关数据，发送给Oracle Suppor……
参考官方：ADM-à 9 ManagingDiagnostic Data-àViewing Problems withthe Enterprise Manager Support Workbench－－－>Creating, Editing, and Uploading Custom Incident Packages
About Incident Packages
For the customized approach to uploading diagnostic data to Oracle Support, you first collect the data into an intermediate logical structure called an incident package (package). Apackage is a collection of metadata that is stored in the Automatic Diagnostic Repository (ADR) and that points to diagnostic data files and other files both in and out of the ADR. When you create a package, you select one or more problems to add to the package. The Support Workbench then automatically adds to the package the problem information, incident information, and diagnostic data (such as trace files and dumps) associated with the selected problems. Because a problem can have many incidents (many occurrences of the same problem), by default only the first three and last three incidents for each problem are added to the package, excluding any incidents that are over 90 days old. You can change these default numbers on the Incident Packaging Configuration page of the Support Workbench.
After the package is created, you can add any type of external file to the package, remove selected files from the package, or edit selected files in the package to remove sensitive data. As you add and remove package contents, only the package metadata is modified.
When you are ready to upload the diagnostic data to Oracle Support, you first create a zip file that contains all the files referenced by the package metadata. You then upload the zip file through Oracle Configuration Manager.
Note:
If you do not have Oracle Configuration Manager installed and properly configured, you must upload the zip file manually through My Oracle Support.For more information about Oracle Configuration Manager, see Oracle Configuration Manager Installation and Administration Guide.
More information about packages is presented in the following sections:
See Also:
About Correlated Diagnostic Data in Incident Packages
To diagnose problem, it is sometimes necessary to examine not only diagnostic data that is directly related to the problem, but also diagnostic data that is correlated with the directly related data. Diagnostic data can be correlated by time, by process ID, or by other criteria. For example, when examining an incident, it may be helpful to also examine an incident that occurred five minutes after the original incident. Similarly, while it is clear that the diagnostic data for an incident should include the trace file for the Oracle Database process that was running when the incident occurred, it might be helpful to also include trace files for other processes that are related to the original process.
Thus, when problems and their associated incidents are added to a package, any correlated incidents are added at the same time, with their associated trace files.
During the process of creating the physical file for a package, the Support Workbench calls upon the Incident Packaging Service to finalize the package. Finalizing means adding to the package any additional trace files that are correlated by time to incidents in the package, and adding other diagnostic information such as the alert log, health checker reports, SQL test cases, configuration information, and so on. Therefore, the number of files in the zip file may be greater than the number of files that the Support Workbench had previously displayed as the package contents.
The Incident Packaging Service follows a set of rules to determine the trace files in the ADR that are correlated to existing package data. You can modify some of those rules in the Incident Packaging Configuration page in Enterprise Manager.
Because both initial package data and added correlated data may contain sensitive information, it is important to have an opportunity to remove or edit files that contain this information before uploading to Oracle Support. For this reason, the Support Workbench enables you to run a command that finalizes the package as a separate operation. After manually finalizing a package, you can examine the package contents, remove or edit files, and then generate and upload a zip file.
Note:
Finalizing a package does not mean closing it to further modifications. You can continue to add diagnostic data to a finalized package. You can also finalize the same package multiple times. Each time that you finalize, any new correlated data is added.About Quick Packaging and Custom Packaging
The Enterprise Manager Support Workbench provides two methods for creating and uploading an incident package: the quick packaging method and the custom packaging method.
Quick Packaging—This is the more automated method with a minimum of steps, organized in a guided workflow (a wizard). You select a single problem, provide a package name and description, and then schedule upload of the package contents, either immediately or at a specified date and time. The Support Workbench automatically places diagnostic data related to the problem into the package, finalizes the package, creates the zip file, and then uploads the file. With this method, you do not have the opportunity to add, edit, or remove package files or add other diagnostic data such as SQL test cases. However, it is the simplest and quickest way to get first-failure diagnostic data to Oracle Support. Quick packaging is the method used in the workflow described in "Investigating, Reporting, and Resolving a Problem".
Note that when quick packaging is complete, the package that was created by the wizard remains. You can then modify the package with custom packaging operations at a later time and manually reupload.
Custom Packaging—This is the more manual method, with more steps. It is intended for expert Support Workbench users who want more control over the packaging process. With custom packaging, you can create a new package with one or more problems, or you can add one or more problems to an existing package. You can then perform a variety of operations on the new or updated package, including:
Adding or removing problems or incidents
Adding, editing, or removing trace files in the package
Adding or removing external files of any type
Adding other diagnostic data such as SQL test cases
Manually finalizing the package and then viewing package contents to determine if you must edit or remove sensitive data or remove files to reduce package size.
You might conduct these operations over several days, before deciding that you have enough diagnostic information to send to Oracle Support.
With custom packaging, you create the zip file and request upload to Oracle Support as two separate steps. Each of these steps can be performed immediately or scheduled for a future date and time.
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