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

Working effectively with Support Best PracticesKeith Wenyon OTM Technical Manager

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

Newsletters [Doc ID 222.1]PREVENT

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

Product Information Centers [Doc ID 444.2]

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

4

Product Information Centers

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

5

Product Information Centers    

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

6

Product Information Centers    

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

7

Product Information Centers    

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

8

Product Information Centers  

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

9

Product Information Centers  

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

10

Product Information Centers  

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

11

Product Information Centers  

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

12

Important OTM Notes  

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

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

How to Use the qdlogs.pl Script to Collect Data for Service Requests for Oracle Transportation Management (Doc ID 1519887.1)

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

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

Support Guide for Updating OTM 5.5 to 5.5.06.03 and Migrating from OTM 5.5 to 6.2.8 [ID 1513444.1]

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

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

13

Working effectively with Support Best Practices  

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

14

Working effectively with Support Best Practices

 

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

15

Working effectively Support with Best Practices  

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

16

Working effectively with Support Best Practices

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

17

Working effectively with Best Practices  

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

18

Working effectively with Support Best Practices  

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

19

Working effectively with Support Best Practices  

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

20

Escalation Process Bringing Management Attention to a Service Request 

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

21

Escalation Process Is it time to Escalate? 

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

22

Working effectively with Support Best Practices

 

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