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Siebel Support Blog

6 Posts authored by: StevanP-Oracle

By Biljana Savic, Oracle Proactive Support


We are pleased to announce that our first automated verifier – Siebel Diagnostic Assistant for Installation -- is now available for customer use.


The utility can be downloaded from the following document:  Siebel Diagnostic Assistant (SDA) for Installation (Doc ID 2054907.2).



What does SDA include?

Version 1 of the SDA tool includes OUI (Oracle Universal Installer) checks for pre-install and post-install tasks.  We plan to extend this to additional areas in the coming months.


The pre-install checks are run on the environment where Siebel is/will be installed and checks Operating System version, JRE version and JRE bit version.


The post-install checks will review your installation related log files (oraInstall*.err, ActionsInstall*.log, opatch*.log, *cfg*.log, NameSrvr.log) and identify potential problems along with suggested actions.  These findings are based on the top installation related issues reported by customers.


How does it work?

Installing the Siebel Diagnostic Assistant is easy.  You simply have to download the utility and unzip it on the machine to be checked.


SDA offers 2 execution methods:


  • Menu-driven command line interface
  • Web User Interface


Going between menu options is intuitive and all that is required from user is the location of the relevant log files.  The utility checks all the logs provided, identifies potential issues, and suggests appropriate actions for each error found.


For example, if the SDA tool finds OUI-10091 error, it will tell you that this error may be encountered on hosts that do not include an existing Gateway Server installation. It will then refer you to read Note:1503261.1 for more information and steps to remedy the problem.


Who should use it?

If you are you installing a new Siebel server or applying a patchset to an existing Siebel environment, this is a tool for you!

For more information about the Siebel Diagnostic Assistant please refer to the Siebel Diagnostic Assistant (SDA) for Installation (Doc ID 2054907.2) article on My Oracle Support.

Earlier this month, we discussed how providing the right information / files at service request creation can substantially improve the time it takes to resolve issues logged with the Siebel technical support team.  For that discussion, please seeRight Information Equals Faster Resolutions to Service Requests.  During the next few blog updates we would like to explore some best practices around file attachments beginning with how the attachments are named.


It is important to understand that in most cases it is best to simply attach the file with the exact name it already has on the system unless the support engineer has specifically requested you rename it.  For example, it is generally not necessary or advisable to rename the siebns.dat file, .srf files, configuration files, or log files.  The internal systems we use have various tools that can help speed up the analysis of many files but they rely on the files having predictable names.  Even when these tools are not available for a specific situation, the support engineer will be looking for specific naming conventions and -- especially when many files have been attached -- significant time can be lost in trying to figure out what "attachmentA.txt" really was.  The same concept applies to changing the extension on the file.  If you are attaching "siebel.cfg" do not rename it to "siebel.txt" or some other extension.  It just confuses things and can add unnecessary delay into the resolution process.


Now in some cases you may need to attach the same file from different systems or from different times.  In these cases you will need to modify the name since My Oracle Support (MOS) will not allow you to attach two files with the same name to the same service request.  In these cases, a best practice is to add some additional info immediately before the period ('.") preceding the extension.  Do not add the information at the beginning of the file name or after the extension.  For, example if you need to attach multiple copies of "siebel.cfg" you might name them as:


  • siebel_a.cfg
  • siebel_b.cfg
  • siebel_c.cfg


When you do rename files in this manner, it is helpful to include a clarifying note either on the upload screen or in a separate note on the service request so that we know what _a, _b, and _c are.  You can also use dates (avoid slashes in the name), the machine name, "new", "original", etc. to help clarify what makes this siebel.cfg different from another siebel.cfg file you have attached.


Finally, sometimes you may be asked to attach files which do not have preset names in the system.  Some examples of this would be screenshots, detailed description of your architecture, reports, etc.  In these cases leave the file extension alone and try to make the name descriptive of the content of the file.  Use the notes on the file upload screen or a update to the service request to further explain what the file is.  Some good file names would be things like:


  • Error_Screenshot.jpg
  • Working_Screenshot.jpg
  • Development Infrastructure.doc
  • QA Infrastructure.doc


If you are ever unsure about the best name to attach the file with, simply ask the support engineer for guidance.  By working together we can make sure that the right files can be quickly identified and analyzed properly which ultimately leads to a faster resolution of your issue.

When an issue arises in a Siebel implementation, we all have the same goal -- to get the issue resolved as quickly as possible.  If you have gone through the My Oracle Support Accreditation Process, you know that one of the items that is covered is creating a well formed and complete service request.  A key part of that is making sure that the correct files and other supporting information is provided as soon as possible (preferably at the beginning) of the service request process.  As an Oracle support engineer, I can say without hesitation that failure to share the correct information is probably the biggest preventable delay in resolving service requests.  So the question becomes what information is needed to successfully start work on a service request?


The answer to that question depends on the specific issue you are facing.  Siebel is a vast product with a large number of integrations and functionalities.  The specific files and information required to resolve one type of issue may be very different than those required to resolve a different issue.  So what is the solution?  Enter "Service Request Data Collection" documents or SRDCs.


SRDCs are a special type of knowledge document in My Oracle Support that outlines the specific files and other information that a Siebel support engineer needs to begin EFFICIENTLY working on your issue.  SRDCs are available in a number of areas at this time and we are constantly adding new ones.  These special documents are created by experienced support engineers in their areas and reviewed by recognized subject matter experts within the Siebel Support organization.  For example, if you are experiencing a crash situation on a Windows server, you would probably want to take a look at DocID 1630675.1 -- "SRDC - What data does Oracle Support need to troubleshoot a Siebel Application crash on Windows?".  


SRDCs can come up in several different ways:


  1. You can do a search on the keywords SRDC Siebel to find all available SRDCs.
  2. During your service request creation process you may be guided to an SRDC.
  3. The support engineer assigned to your service request may refer you to an SRDC.


As always we appreciate your feedback and comments on any knowledge document and that includes SRDCs.  You may use the links provided on the actual SRDC or start a thread within the appropriate Siebel My Oracle Support Community.

Among the many enhancements to the Siebel product in Innovation Pack 2015 (Siebel 15) is the introduction of a new jQuery based charting solution to phase out and eventually replace the existing NetCharts integration.  The implementation  is somewhat limited at the moment, but provides a strong framework to build upon in upcoming releases.


Key Strengths


  • Charting solution is based on industry standard jQuery framework.
  • Platform independent.
  • Easily customized in the browser.
  • Allows for the use of other jQuery libraries.


Current Limitations


  • Only supports 2D and 3D bar charts currently.  Other types of charts will be supported in the future but for now they will still be generated through NetCharts.
  • OpenUI framework only.


For more information, please see both the functional and technical Transfer of Information (TOI) presentations.  For instructions on how to access these TOIs, please refer to my earlier blog post Siebel IP2015 -- Check out the TOIs!

As part of Siebel Innovation Pack 2015 / Siebel 15, Oracle is pleased to announce the availability of the new Siebel Composer (also sometimes referred to as Siebel Web Tools) in a developer preview mode.  Siebel Composer radically changes how Siebel developers work with and customize their Siebel implementations by eliminating the need for localized .srf files and web templates.  Instead Siebel applications will rely on table based metadata that is loaded into memory at user login.  It also moves to a web based IDE for developers rather than the current Siebel Tools client based approach.  The end result is a much more agile development platform with significantly reduced deployment effort, minimized downtime for users, and an overall improved experience for developers, users, and management.

The developer preview mode supplied in Siebel 15 is NOT intended for production use and has a number of significant limitations.  It is being provided to Siebel developers to allow them to "kick the tires" and begin to get to know the product in preparation for Siebel Composer's general release in an upcoming Innovation Pack.  We would love to hear about your experiences with the product and any ideas you may have for making it the best tool it can be.  Please share your thoughts as comments to this blog entry or post a discussion in Siebel Tools & Scripting - SBL (MOSC)

As a starting point for learning about Siebel Composer, we would suggest you view the "Innovation Pack 2015 TOI:  Siebel Composer Functional Overview."  For instructions on how to access this -- and other -- Transfer of Information presentations, please see our previous blog post Siebel IP2015 -- Check out the TOIs!


Oracle announced the release of Siebel Innovation Pack 2015 (Siebel 15.0) at the beginning of last week.  Community members are encouraged to begin evaluating this release and implementing it as soon as possible.


The Transfer of Information (TOI) video presentations are a great source of initial information.  I would especially suggest the 30 minute TOI by John Bedford entitled "Innovation Pack 2015 TOI: Siebel Release Overview."  This presentation gives a good high level overview of the release and highlights a number of key benefits and enhancements.  To access this and other TOIs, start by going to the "Get Proactive - Oracle Applications TOI (Transfer of Information) Online Training (Doc ID 732026.1)" page on My Oracle Support. 

Select "Siebel" in the Product Line drop down which should open up a new page on Oracle University's iLearning system:

In the Search window, enter "Innovation Pack 2015" (without the quotes) and click on the Go button.  This will bring up a partial list of results:

Click on the "See all 25 results in Self-Paced Topics" to view the entire list of TOI presentations.  John's Siebel Release Overview presentation is towards the bottom of the list.

Please continue to check out the Siebel Support Blog for more information, hints, and advice.  We also welcome and encourage questions, comments, and suggestions about your experiences with IP2015 in the Patch Reviews - SBL (MOSC) community forum.

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