3 Using the Customer Dashboard
The Customer Dashboard shows key information across all your organization's Managed Cloud Services and associated environments.
About the Customer Dashboard
Oracle Pulse opens on the Landing Pad. Click Overview on the navigation bar to open the Customer Dashboard, which shows overall service health for your organization's Oracle Managed Cloud Services. Service health is measured through the availability of services and environments and the response times for critical business transactions.
The Customer Dashboard Overview presents the most commonly used metrics in four widgets. Two widgets summarize availability by service and by environment, while the third widget shows historical storage usage. Where business transaction monitoring (BTM) has been set up, the fourth shows a performance summary for critical business transactions.
Track storage usage compared to your entitlement, as well the amount of database and non-database storage all services have used, under the Storage option in the navigation bar. The Recommendations option shows all pending, implemented, or rejected recommendations that have been made for any environment associated with your organization's Managed Cloud Services, based on regular assessments. It also indicates why pending recommendations are necessary and the possible consequences if they are not implemented.
If Business Transaction Monitoring (BTM) has been set up, the Transactions option is displayed. You can see the average transaction performance over the last 24 hours, and compare this performance to the 30 day average and to the lower threshold value. You can also compare this value with the transaction performance 7 days ago. You can also view service requests (SRs) reports under Incidents and requests for change (RFCs) reports under Changes.
Note:
As SRs are often logged without reference to the environment, these customer level reports provide the most complete picture of SRs for your organization.Associating all SRs logged for your organization with the correct environment will result in more complete SR reports at environment levels.
Additionally, three global options are located on the Customer Dashboard. Contacts displays all contacts in your organization and in Oracle that are associated with your organization's Managed Cloud Services. You can filter the list displayed to show different groups or search for individual contacts. All active and historical notifications for your organization's Managed Cloud Services can be viewed on the Notifications screen, including those that were dismissed at sign-on. Finally, the Catalog option provides a list of all Oracle Managed Cloud Services current service offerings, with released versions and modules.
Viewing Customer Recommendations
About the Customer Overview
The Overview screen, shown by default, provides a summary of service availability (including any outages), performance and trending for critical business transactions, and historical storage usage for all your organization's Managed Cloud Services:
Where the chart is larger than the widget, scroll up within the widget to see the full contents. Double tap any of the widgets to expand to full screen mode. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode.
View individual records for all services at the bottom of the screen. Each service record shows service phase and go live dates for all environments associated with this service. Tap More to open the Service Dashboard for that service.
Production Availability by Service
This widget shows the availability of all your organization's individual Managed Cloud Services and their underlying infrastructure over the selected time interval. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode.
Availability is measured over complete months, which is reflected in the time intervals for all availability chart and data views. For example, if you select a time interval of 6 months on Monday May 6th, 2014, the Production Availability by Service chart and data views display availability for six complete months: November, December, January, February, March, and April, as well as the availability to May 1st to 5th, 2014.
Chart View: The chart view shows both overall availability and infrastructure availability for this service over selected the time interval. Availability is displayed as a continuous horizontal green bar, where:
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Overall availability reflects the percentage of time that all your organization's live, production Oracle Managed Cloud Services were operating as expected and accessible by end users.
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Infrastructure availability shows the percentage of time that the underlying facility, network, and hardware components associated with your organization's production Managed Cloud Services environments were operating as expected.
Unplanned complete outages - that is, any unscheduled intervals when your organization's services were completely unavailable and Oracle was responsible for restoring service - are displayed as red bars.
To be classified as complete unplanned infrastructure outage, the root cause must be identified in the security, network, OS, or hardware category. Planned outages, such as for routine maintenance, and service interruptions, where the service was partially available, are not included in availability calculations.
Data View: The data view shows production outages, if any, for all your organization's live, production Managed Cloud Services over the selected time interval:
| Field | Description |
|---|---|
| Infrastructure Outage Time | Total unplanned outage time (to the nearest hour and minute) for all your organization's Managed Cloud Services, when the infrastructure was completely unavailable owing to a facility, network, or hardware cause and Oracle was responsible for service restoration. |
| Total Unplanned Outage Time | Total unplanned outage time (to the nearest hour and minute) for all your organization's Managed Cloud Services, when the service or infrastructure was completely unavailable and Oracle was responsible for service restoration. |
| Customer Outage | Total unplanned outage time (to the nearest hour and minute) for all your organization's Managed Cloud Services, when the service or infrastructure was completely unavailable and when your organization was responsible for service restoration. |
| Oracle Outage | Total unplanned outage time (to the nearest hour and minute) for all your organization's Managed Cloud Services, when the service or infrastructure was completely unavailable and Oracle was responsible for service restoration. |
| Total Unplanned Outage Count | Number of times unplanned outages occurred in any of your organization's Managed Cloud Services, when the service or infrastructure was completely unavailable and Oracle was responsible for service restoration. |
| Average Time to Restore for Each Unplanned Outage | Average time, to the nearest hour and minute, to restore all services following an outage. |
| Infrastructure Outage Time | Total unplanned outage time (to the nearest hour and minute) for all your organization's Managed Cloud Services, when the infrastructure was completely unavailable owing to a facility, network, or hardware cause and Oracle was responsible for service restoration. |
Production Availability by Environment
This widget shows the availability of this environment and its underlying infrastructure over the selected time interval. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode.
Availability is measured over complete months, which is reflected in the time intervals for all availability chart and data views. For example, if you select a time interval of 6 months on Monday May 6th, 2014, the Production Availability by Environment chart and data views display availability for six complete months: November, December, January, February, March, and April, as well as the availability to May 1st to 5th, 2014.
Chart View: The chart view shows both overall availability and infrastructure availability for this environment over selected the time interval. Availability is displayed as a continuous horizontal green bar, where:
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Overall availability reflects the percentage of time that the environment was operating as expected.
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Infrastructure availability shows the percentage of time that the underlying facility, network, and hardware components in the environment were operating as expected.
Unplanned complete outages - that is, any unscheduled intervals when the service was completely unavailable and Oracle was responsible for restoring service - are displayed as red bars.
To be classified as complete unplanned infrastructure outage, the root cause must be identified in the security, network, OS, or hardware category. Planned outages, such as for routine maintenance, and service interruptions, where the environment was partially available, are not included in availability calculations.
Data View: The data view shows production outages, if any, for this environment over the selected time interval:
This widget shows a summary of all monitored transactions for all your organization's Managed Cloud Services, grouped by service. Tap the Transactions option on the navigation bar to see the full transactions table.
Transaction response times give a sense of the performance of your services and environments and can indicate potential or actual issues. Your Oracle Service Delivery Manager (SDM) can work with you to identify these transactions and set up monitoring.
Note:
Where Business Transaction Monitoring (BTM) has been implemented, the Service Transactions widget displays populated transactions reports.If BTM has not been implemented, the Transactions option and widget are hidden.
You cannot flip the Service Transactions widget.
The response time of each transaction is monitored from one or more system(s). You can view the last time data was collected from the collection point location and compare the current value with the 30 day average.
Each transaction record shows:
| Field | Description |
|---|---|
| Transaction Name | Name of the transaction being monitored |
| Collection Point | Hostname of the system from which data is collected as part of monitoring |
| Last Collection | Time of the last data collection from the collection point(s) |
| 30 Day Average | Average transaction time over the last 30 days |
| Threshold | Minimum acceptable performance level for this transaction |
This widget shows the percentage of storage used by each of your organization's Managed Cloud Services. Your storage entitlement is usually allocated as needed across all services. The Storage Usage chart can be useful in identifying services that are consuming a disproportionate amount of storage.
Chart View: The chart view shows a breakdown of storage usage by service, as a percentage of total storage usage, for all your organization's Managed Cloud Services.
Data View: The data view lists all your organization's Managed Cloud Services. It displays the number of environments for each service, the total storage used by the environment, and the percentage of total storage that the service uses.
Viewing Customer Recommendations
Viewing Customer Storage
Tap the Storage option on the navigation bar to see storage usage across all your organization's Managed Cloud Services and associated environments.
View any of these widgets on the Customer Dashboard Storage screen:
Double tap any of the widgets to expand to full screen mode. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode.
At the bottom of the screen, service records show phases and go live dates for all your organization's Managed Cloud Services. Tap any service record to open the Service Dashboard.
This widget shows the percentage of storage used by each of your organization's Managed Cloud Services. Your storage entitlement is usually allocated as needed across all services. The Storage Usage chart can be useful in identifying services that are consuming a disproportionate amount of storage.
Chart View: The chart view shows a breakdown of storage usage by service, as a percentage of total storage usage, for all your organization's Managed Cloud Services.
Data View: The data view lists all your organization's Managed Cloud Services. It displays the number of environments for each service, the total storage used by the environment, and the percentage of total storage that the service uses.
Storage Usage versus Entitlement
This widget shows overall storage usage for all your organization's Managed Cloud Services compared with your current entitlement, over the selected time interval.
Chart View: The chart view shows overall storage usage for all your organization's Managed Cloud Services compared with your current entitlement, over the selected time interval.
Data View: The data view provides detailed information about the total storage usage for each service, showing storage used per associated environment, category, and subcategory, for all your organization's Managed Cloud Services.
This widget shows the storage used by databases for all your organization's Managed Cloud Services.
Chart View: The chart view shows the storage consumed by databases for all your organization's Managed Cloud Services.
Data View: The data view provides detailed information about the storage used by databases for all your organization's Managed Cloud Services, per associated environment, category, and subcategory.
This widget shows the storage consumed by the application and database code trees and log files for all your organization's Managed Cloud Services.
Chart View: The chart view shows the storage consumed the storage consumed by the application and database code trees and by log files for all your organization's Managed Cloud Services.
Data View: The data view provides detailed information about the storage consumed by the application and database code trees and by log files for all your organization's Managed Cloud Services, per associated environment, category, and subcategory.
Requesting Additional Storage (iPad Only)
On iPad, you have the option to request additional storage by e-mail.
From the Other Actions in the top right select Request Additional Storage then submit your request.
Note:
This option is available only on iPad.If you require additional storage but this option is not available, log an SR. Your SDM can provide more information about the process.
Viewing Customer Recommendations
Viewing Customer Recommendations
Tap the Recommendations option on the navigation bar to see recommended changes across all services and environments for all your organization's Managed Cloud Services.
Recommendations are actions that you can choose to take to improve performance, security, or other aspects of a service or environment. Drawn directly from a Managed Cloud Services repository of optimal configurations, recommendations are generated as part of periodic maintenance on environments.
You can filter the recommendations listed by time interval and by type. Tap the time interval, such as year to date (YTD), then select the recommendation type from the list:
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Current - These recommendations have been approved by a planner and presented to you in an RFC. If approved, the RFC will be applied to the named environment.
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Implemented - These recommendations have been applied to the named environment.
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Rejected - These recommendations have been presented in RFCs but have been rejected and therefore were not applied to the named environment.
The following information is displayed for each recommendation:
| Name | Description |
|---|---|
| Recommended On | The date on which the recommendation was presented to you. |
| Category | One of the following recommendation categories:
|
| Environment | The named environment to which this recommendation applies |
| RFC | The request for change (RFC) related to this recommendation, if any. |
Viewing Customer Transactions
Tap the Transactions option on the navigation bar to see the full transactions table for your Managed Cloud Services.
Transaction response times give a sense of the performance of your services and environments and can indicate potential or actual issues. Your Oracle Service Delivery Manager (SDM) can work with you to identify these transactions and set up monitoring.
Note:
The Transactions option is displayed on the navigation bar only for services where business transaction monitoring (BTM) has been implemented.If BTM has not been implemented, the Transactions screen is hidden.
Your Oracle Service Delivery Manager (SDM) can work with you to identify these transactions and set up monitoring.
Double tap any of the widgets to expand to full screen mode. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode.
Chart View: To understand the historical performance of any transaction, tap the transaction record listed under the Transaction option on the Customer Dashboard. You can select the date from which transaction performance will be measured and choose a measurement interval.
Select the start date using the date picker. (This date must be at least 24 hours earlier than the current date.)
Then select one of the following time intervals:
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24 hours: Shows the average of all data collections over the past 24 hours, compared to the historical median and lower threshold of acceptable performance.
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7 days: Shows the average of all hourly collections over the past 7 days, compared to the historical median and lower threshold of acceptable performance.
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30 days: Shows the average of all daily collections over the past 30 days, compared to the historical median and lower threshold of acceptable performance.
Data View: In the chart view, tap the table symbol in the bottom right corner of the widget to flip to the data view. In this view, you can also select the date from which transaction performance will be measured and choose a measurement interval.
Select the start date using the date picker. (This date must be at least 24 hours earlier than the current date.)
Then select one of the following time intervals:
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24 hours: Shows the values for all data collections over the past 24 hours, compared to the historical median and lower threshold of acceptable performance.
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7 days: Shows the values of all hourly collections over the past 7 days, compared to the historical median and lower threshold of acceptable performance.
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30 days: Shows the values of all daily collections over the past 30 days, compared to the historical median and lower threshold of acceptable performance.
Each transaction record shows the last data collection date and the data collection point(s). You can compare the current value with the 30 day average and with the lower threshold value for this transaction.
Each record displays:
| Field | Description |
|---|---|
| Transaction Name | Name of the transaction being monitored |
| Collection Point | Hostname of the system from which data is collected as part of monitoring |
| Last Collection | Time of the last data collection from the collection point(s) |
| 30 Day Average | Average transaction time over the last 30 days |
| Threshold | Lowest acceptable performance threshold for this transaction |
Viewing Customer Recommendations
Viewing Customer Incidents
Tap the Incidents option on the navigation bar to see service request (SR) reports for all your organization's Managed Cloud Services.
Note:
To view Incidents, your My Oracle Support (MOS) account must have view SR privileges.SRs are created and maintained in My Oracle Support (MOS). All SR information in Oracle Pulse is drawn from the MOS database. Customer level incident reports provide the most complete picture of your organization's SRs because many SRs are logged without reference to a service or environment. You can improve the accuracy of service level and environment level reports by ensuring that you associate each SR with a service or environment as appropriate.
View any of these widgets on the Customer Dashboard Incidents screen:
Double tap any of the widgets to expand to full screen mode. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode. You can also see incident/SR records for all your organization's Managed Cloud Services at the bottom of the screen. Tap any record to open the incident/SR summary.
Created versus Closed Incidents
This widget shows the rate of SR closure for all your organization's Managed Cloud Services.
Chart View: The chart view compares the number of SRs created with the number of SRs closed for each month over the selected time interval, indicating the rate of SR closure for all your organization's Managed Cloud Services.
Data View: The data view shows detailed records for all SRs, open and closed, for all your organization's Managed Cloud Services.
This widget shows the number of SRs created for all your organization's Managed Cloud Services over the selected time interval, grouped by time elapsed since they were raised.
Chart View: The chart view shows the number of SRs created for all your organization's Managed Cloud Services in each month over the selected time interval. SR counts are presented in color coded bands that indicate the time elapsed since SR creation:
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7 days or less
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8 to 30 days
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31 to 60 days
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61 to 90 days
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91 days or more
SRs that were open during the month, but have been closed since then, are included in the monthly count.
Data View: The data view shows detailed records for all SRs, open and closed, for all your organization's Managed Cloud Services.
This widget shows the number of incidents created for all your organization's Managed Cloud Services.
Chart View: The chart view shows the number of incidents created for each product associated with your organization's Managed Cloud Services, in each month of the selected time interval. Color coding indicates the SR priority, which is determined in MOS as critical, significant or standard.
Data View: The data view shows detailed records for all SRs, open and closed, for all your organization's Managed Cloud Services.
Viewing an Incident Record
In the lower part of the screen, each incident record displays the name, status, and associated product for the SR. Tap any incident record at the bottom of the screen to see the full incident record.
Each record shows the following information, which is drawn from the MOS database:
| Field | Description |
|---|---|
Name, including
|
Identifying information about this SR, including:
|
| Status | Status of this SR from MOS:
|
| Product | Name of the product associated with this SR in MOS. |
| Updates | All the latest actions related to this SR. |
| Summary | MOS summary information for this SR, such as the status and the severity. |
To filter the incidents, select a filter from the list:
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All Incidents lists all incident records for all your Managed Cloud Services
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All Open Incidents lists all open SRs for all your Managed Cloud Services
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Closed Requests lists all SRs for all your Managed Cloud Services
To search for an incident, enter the search criteria in the Search field, located in the toolbar of the incident record table. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.
Tap any incident name to see the detailed record, showing the incident summary and any updates. Tap the arrow in the top left to return to the Incidents screen.
Viewing Customer Recommendations
Viewing Customer Changes
Tap the Changes option on the navigation bar to see reports of requests for change (RFCs) across all services and environments for all your Managed Cloud Services.
Note:
To view Changes, your My Oracle Support (MOS) account must have view RFC privileges.View any of these widgets on the Customer Dashboard Changes screen:
Double tap any of the widgets to expand to full screen mode. Tap the chart icon in the bottom right corner of the widget to open the data view in expanded mode. You can also see change/RFC records for all your organization's Managed Cloud Services at the bottom of the screen. Tap any record to open the change/RFC summary.
Created versus Applied Changes
This widget shows the number of RFCs created for, and the number applied to all your organization's Managed Cloud Services, indicating the rate of change.
Chart View: The chart view shows the number of RFCs created for, and the number applied to, environments and services for all your organization's Managed Cloud Services during the selected time interval. If no RFCs were created for or applied to, the chart is empty.
Data View: The data view lists all RFCs that have been created for or applied to all your organization's Managed Cloud Services.
This widget shows all RFCs, listed by RFC type, that have been applied to environments and services for all your organization's Managed Cloud Services.
Chart View: The chart view shows all RFCs, listed by RFC type, that have been applied to all your organization's Managed Cloud Services. RFC types are defined in My Oracle Support (MOS).
Data View: The data view lists all RFCs that have been applied to all your organization's Managed Cloud Services.
Applied Changes: Production versus Non-Production
This widget compares rates of change in production and non-production environments for all your organization's Managed Cloud Services.
Chart View: The chart view shows the number of RFCs applied to production environments, to non-production environments, and to all environments associated with all your organization's Managed Cloud Services, for each month in the selected time interval.
Data View: The data view lists all RFCs that have been created for or applied to all your organization's Managed Cloud Services.
Applied Changes by Environment
This widget shows the applied requests for change (RFC) count for each environment.
Chart View: The chart view shows the applied RFC count for every environment associated with all your organization's Managed Cloud Services, for the selected time interval.
Data View: The data view lists all RFCs that have been applied to all your organization's Managed Cloud Services.
Viewing a Change Record
Records for all RFCs created for your organization's Managed Cloud Services are listed at the bottom of the screen. Each record displays the following information.
| Field | Description |
|---|---|
Name, including
|
Identifying information about this RFC, including:
|
| Environment | Environment associated with this RFC. |
| Status | Status of this RFC from MOS:
|
| Schedule | Time and date for which this RFC is scheduled, in the format YYYY-MM-DD HH:MiMi where YYYY is the year, MM is the month, DD is the day, HH is the hour, and MiMi is the minute. |
| Activities | All the latest activities related to this RFC. |
| Summary | MOS summary information for this RFC, such as the status and the severity. |
Tap any record at the bottom of the screen to see the full RFC summary.
To filter the change records displayed, select a filter from the list:
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All Changes lists all change records for all your organization's Managed Cloud Services
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All Open lists all open RFCs for all your organization's Managed Cloud Services
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Ready for Scheduling/Approval lists all RFCs for all your organization's Managed Cloud Services that are ready for scheduling or awaiting your approval.
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Recently Updated lists all RFCs for tall your organization's Managed Cloud Services that have been updated recently.
To search for a change record, enter the search criteria in the Search field, located in the toolbar of the change record table. Partial strings are auto-completed. Tap the search icon to see all change records containing the string.
Viewing Customer Recommendations
Viewing Customer Contacts
Tap Contacts to see all contacts associated with your organization's Managed Cloud Services.
Contacts include users from your organization and all Oracle personnel associated with your organization's Managed Cloud Services. Your customer user administrator authorizes approvers and defines the scope of approval authority. Your SDM and your customer user administrator maintain these records.
The following information is displayed for each contact record:
| Field | Description |
|---|---|
| Contact Name | Full name of this contact. |
| Phone | Phone number for this contact |
| E-mail Address | E-mail address for this contact. |
| Role | Role for this contact. |
| Approval Authority | Approval authority assigned to the contact by your Oracle SDM or service delivery team. |
To search for a contact, enter the search criteria in the Search field, located in the top left of the Contacts screen. Partial strings are auto-completed. Tap the search icon to see all incident records containing the string.
You can filter the displayed records using the following options on the navigation bar:
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All Contacts displays all contacts associated with your organization's Managed Cloud Services, from both Oracle and your organization.
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Approvers displays contacts who have the authority to approve requests for change (RFC). The customer user administrator defines the scope of this approval authority.
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My Organization displays all contacts from your organization associated with your organization's Managed Cloud Services.
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Service Delivery Team displays all Oracle personnel associated with your organization's Managed Cloud Services.
Viewing Customer Notifications
Notifications inform you about newly available software versions, any upcoming maintenance and outages, and any service interruptions that occurred in your Oracle Managed Cloud Services.
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Active notifications have not yet reached their expiry dates.
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Historical notifications have passed their expiry date or have been dismissed.
Your Oracle SDM manages all your notifications, creating the necessary messages and setting an expiry date for each notification.
Once you sign on to Oracle Pulse, all active notifications for your Oracle Managed Cloud Services are displayed, ordered by notification creation date.
Note:
Each notification displays the date on which the notification was created. The event date is listed in the description.Working with Notifications
At sign-on, all active notifications for your Oracle Managed Cloud Services are displayed by default. Notifications are ordered by creation date, which is listed in the top right corner. You can also scroll down to see earlier active notifications.
By checking Do not show again for one or more notifications you can ensure they are not displayed the next time you sign on.
You can see all active and historical notifications for your Oracle Managed Cloud Services by tapping the Notifications option on the Customer Dashboard:
Each notification record provides the following information:
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Planned/Unplanned indicates whether this event is planned or unplanned. For example, a scheduled outage for maintenance or a new software release are planned events. An unexpected outage is an unplanned event.
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Event Type indicates the type of event in question. Examples include:
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New Software Release, announcing a new release of Oracle Pulse software.
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Proactive Maintenance, announcing a scheduled maintenance outage to proactively address issues.
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-
Description provides a full description of the event in question, typically including the event date, the start and end times, the systems or areas affected, the reasons for the event, and any other relevant details.
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Date shows the date on which this notification was created. The event date is listed in the description.
Viewing Service Catalog
To see the full Oracle Managed Cloud Services catalog:
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(Web browser) Tap the Catalog option on the Customer Dashboard.
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(iPad) Tap the Menu icon in the top left of the screen to open the Services and Environments list. At the bottom of the list, tap Catalog.
The catalog lists all service offerings by Oracle product, outlining the supported product release or service revision and associated modules.
You can also see service offerings that are not yet on general availability using the PreGeneral Availability option at the bottom of the product list. Additionally you can browse the various options available for each service, such as load testing and regression testing.
Viewing Customer Recommendations
Scheduling a Self Service Environment Refresh or Restart
Oracle Pulse Release 5.0 provides the ability to schedule refreshes and restarts for your eligible, non-production Oracle E-Business Suite (EBSO) Database environments.
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This is an eligible Oracle E-Business Suite (EBSO) Database environment, that is, self-service enabled.
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You are authorized to create requests for change (RFCs).
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You are an authorized approver for this environment, for the associated service, or for your organization.
To Schedule a Refresh or Environment Restart:
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On the Customer Dashboard, tap Changes.
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Tap the plus symbol on the change record toolbar.
The New Change Request page is displayed.
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From the Change Type list, select one of the following:
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Bounce - Restarts the environment.
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DB Refresh - Refreshes the environment.
Then from the Environment list, select the environment where this change should be performed.
The Preferred Date and Time area, appears shows the present time and date plus ten minutes.
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Tap Check Availability to view up to five suitable time slots. These time slots are generated automatically, taking account of system and resource availability and other factors.
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Tap Select Available Time to accept the available time slot.
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After reviewing the RFC number, change type (Bounce or DB Refresh), source and target systems (Bounce only), and time slot, tap OK to confirm these details.
The new change appears at the top of the Changes list.
Viewing Customer Recommendations