Oracle® Retail

Sustaining Engineering
Customer Performance Issue Report

Version 1.3

Copyright © 2024, Oracle. All rights reserved.

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Contents
Performance Issue Report-------------------------------------------------------------------------------------------4
Performance Issue Description-----------------------------------------------------------------------------------4
Performance Issue Details-------------------------------------------------------------------------------------4
Appendix A -----------------------------------------------------------------------------------------------------------6
 SQL Trace---------------------------------------------------------------------------------------------------6
 Statspack----------------------------------------------------------------------------------------------------7
 Server Utilization-----------------------------------------------------------------------------------------7
Appendix B -----------------------------------------------------------------------------------------------------------7
 RDA Diagnostics-------------------------------------------------------------------------------------------7

Customer Support
[Link]
When contacting Customer Support, please provide:
 Product version and program/module name.
 Functional and technical description of the problem (include business impact).
 Detailed step-by-step instructions to recreate.
 Exact error message received.
 Screen shots of each step you take.

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Performance Issue Report
To ensure the timely processing of your issue, please respond as thoroughly as possible to each
question.

Performance Issue Description

Product Version/Patch e.g. RIB [Link]
Customer
Service Request Number
Severity

Performance Issue Details

Note: Please enter the specific details of this issue. These are all mandatory information.
Question Answer
Expected execution time verses Actual execution time (please Expected Time:
mention the time in Hour/Min/Sec)
Actual Time:
In your observations this issue occurring only in the current
patch version that you are running or has it occurred in earlier
patch versions also?
Has this performance issue occurred suddenly or gradually
become worse over time?
List any recent environment changes information
Patch update information (Database, OS, Application Server,
Application Software)
Is it re-creatable at-will in customer’s other environments
(Test/ Pre-Prod environments)?
Has scenario been run after turning Oracle tracing on? Upload <Specify uploaded Tkprof’ed file
TKPROF Level 8 trace output - Sorted and non-sorted. (Refer name>
Appendix A for steps on how to enable trace and generate
tkprof report)
Is OneClick information provided? (Refer Support Note:
1466151.1) This is required
Have you observed anything specific which may be causing <Please add details and/or
the slowdown (Long running SQL, High-CPU/Memory usage)? additional document.>

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Application Server Information(where applicable):
Please upload the following Log files for Java:
o [Link] (OC4J)/[Link](WLS)
o [Link]
o [Link] (refer the application’s prop-
erty file to find the exact name of the file).
App Server Version (For example, OAS [Link] or WLS 11.1.1)
Java Version (For example, jdk1.6.0_30.64bit)
App Server; Allocated Memory (minimum and maximum
heap size in MB

Application Specific Information

Please provide any other application specific configuration,
logfile which will help in diagnosing the issue

These following are optional information.

 AWR Report (optional)

 RDA diagnostics (optional).

Note: Both AWR and RDA diagnostics information we may not require, when the issue is logged
initially. However, during our analysis, we may request this information for further research.

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Appendix A -------------------------------------------------------------
Recreate the performance issue and run SQL Trace, Statspack and Server Diagnostics to gather
performance data. Upload results to MetaLink for your Service Request.

 SQL Trace
Run a level 8 SQL Trace on the session with the performance problem. Run TKPROF to translate
the trace file to an output file.
Update your MetaLink Service Request with TKPROF output.
For more information on using the SQL Trace utility see the Oracle Database Performance Tuning
Guide included in the Oracle database documentation.
Enabling a level 8 SQL trace:
1. In your current SQL session: ALTER SESSION SET EVENTS ‘10046 trace name context forever,
level 8’;
2. In another SQL session: exec dbms_system.set_ev(<sid>,<serial#>,10046,8,''); Note: You
can get the session sid and serial# by querying v$session.
There could be multiple sessions requiring to be traced in the case of Java and Forms
applications.
The tracing is turned off using dbms_system.set_ev(<sid>,<serial#>,10046,0,'');

Locating the trace file:

The SQL trace that is generated will be written to the udump directory on the database server.
You can run the following query in sqlplus to determine the location of the directory:
SQL> select value from v$parameter where name = ‘user_dump_dest’;
The name of the trace file contains the SPID from v$process. v$process and v$session are joined
on the PADDR and ADDR columns respectively.

Formatting the trace file using TKPROF utility:

Run TKPROF on the trace file (*.trc) using the following options and provide us the output file. In
some cases, we might ask for raw trace file:
Using Sort Option
tkprof <[Link]> <[Link]> sys=no sort=exeela, fchela, prsela
explain=<username>/<password>
Using NoSort Option
tkprof <[Link]> <[Link]> sys=no explain=<username>/<password>

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  Statspack/AWR
Take a snapshot of the database using the Statspack utility before and after the performance
problem and update your MetaLink Service Request with the Statspack/AWR report. For more
information on using the Statspack/AWR utility see the [Link] located in
$ORACLE_HOME/rdbms/admin directory on your database server.

 Server Utilization
If you have an OS tool such as nmon for AIX or GlancePlus for HP, run the diagnostic tool when
the performance problem is happening on the database server and the application server and
provide the output results to MetaLink. If these tools are not available run the following UNIX
sar command, direct to a file and send output file to MetaLink. Run command as root if you
receive a file permission error.
$ sar –u 2 100 > [Link]

Appendix B -------------------------------------------------------------
 RDA Diagnostics

Remote Diagnostic Agent (RDA) is a set of command line diagnostic scripts that are executed by
an engine written in the Perl programming language. RDA is used to gather detailed information
about an Oracle environment; the data gathered is in turn used to aid in problem diagnosis. The
output is also useful for seeing the overall system configuration.

Oracle Support encourages the use of RDA because it provides a comprehensive picture of the
customer's environment. This can greatly reduce service request resolution time by minimizing
the number of requests from Oracle Customer Support for more information. RDA is designed to
be as unobtrusive as possible; it does not modify systems in any way, it only collects useful data
for Oracle Customer Support.

 See Oracle MetaLink Document ID 314422.1—RDA 4.x Overview and User Guide
([Link] for instructions to download and run RDA on your system.

 When running the RDA initial setup, answer ‘Y’ to the question “Should RDA analyze Oracle Retail
(Y/N)?”

Send results to Oracle Support by uploading the zip file via MetaLink for your Service Request.

If you are using FTP to send us the file(s), please be sure to FTP in BINARY format. Do not rename
the file, as the file name helps Oracle Support quickly identify that RDA output is attached to the
service request.

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