![Page 1: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/1.jpg)
1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Working effectively with Support Best PracticesKeith Wenyon OTM Technical Manager
![Page 2: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/2.jpg)
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Newsletters [Doc ID 222.1]PREVENT
![Page 3: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/3.jpg)
3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Product Information Centers [Doc ID 444.2]
![Page 4: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/4.jpg)
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
4
Product Information Centers
![Page 5: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/5.jpg)
5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
5
Product Information Centers
![Page 6: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/6.jpg)
6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
6
Product Information Centers
![Page 7: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/7.jpg)
7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
7
Product Information Centers
![Page 8: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/8.jpg)
8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
8
Product Information Centers
![Page 9: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/9.jpg)
9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
9
Product Information Centers
![Page 10: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/10.jpg)
10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
10
Product Information Centers
![Page 11: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/11.jpg)
11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
11
Product Information Centers
![Page 12: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/12.jpg)
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)
![Page 13: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/13.jpg)
13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
13
Working effectively with Support Best Practices
![Page 14: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/14.jpg)
14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
14
Working effectively with Support Best Practices
![Page 15: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/15.jpg)
15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
15
Working effectively Support with Best Practices
![Page 16: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/16.jpg)
16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
16
Working effectively with Support Best Practices
![Page 17: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/17.jpg)
17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
17
Working effectively with Best Practices
![Page 18: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/18.jpg)
18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
18
Working effectively with Support Best Practices
![Page 19: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/19.jpg)
19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
19
Working effectively with Support Best Practices
![Page 20: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/20.jpg)
20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
20
Escalation Process Bringing Management Attention to a Service Request
![Page 21: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/21.jpg)
21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
21
Escalation Process Is it time to Escalate?
![Page 22: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/22.jpg)
22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
22
Working effectively with Support Best Practices
![Page 23: Working effectively with Support Best Practices](https://reader035.vdocument.in/reader035/viewer/2022081511/568162ec550346895dd36c90/html5/thumbnails/23.jpg)
23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.