What information do Quest Support need when raising a case for Space Manager with Live Reorg, and why do they need it?
A Space Manager Live Reorg job has failed, what do Quest Support need.
In order to speed resolution, when creating a case with Quest Support, ensure you supply the following version information;
1) Version of Space Manager you are using.
2) Version of Oracle that the database is running.
3) Version and O/S name for the O/S that's running the database server.
Also obtain and attach to the case the following files;
1) The script that you generated for the reorg.
2) The log of the above script executing.
3) The qexecd.log from the QSA installation on the database server. Note this is renamed daily, ensure the qexecd.log is for the correct date.
4) The Oracle Alert log covering the period when the job was running. This often reports issues that have affected the reorg.
Why do we need this data?
Firstly we need to know version information because different functionality becomes available in different releases, and underlying technology differences between releases can be a major factor which is invisible to the end user. The same applies to the database, and Operating System. We also need this information because there can be issues that impact only one version of only one O/S.
The script shows us what the product as supposed to do, and what was next, along with how the script was built and which options were selected. The log shows us how well it did what the script was trying to accomplish, and if there were any errors. The qexecd.log file shows if the QSA itself had any problems, and the Alert log can show if any issues occurred on a different level.
An example of an issue that has been seen before is where the database had issues updating the low level table obj$, so when QSA attempted to create an object, an ORA-00600 error occured. The error passed back to QSA is ORA-03114 which just indicates that the Oracle Server disconnected. In this scenario, the only place the real error will be reported is in the Alert Log.
