Chris Warticki's Blog - Oracle Support

Out with the old and in with the new.  My Oracle Support has been released and announced at OpenWorld.   It's been a busy day on the exhibit hall floor demo'ing to inquiring minds.  If you're here, please stop by any of the Support Pods for a tour of the many features and benefits.

This support evolution and next generation of support is about change management more than anything.   You see, we're all creatures of habit.  Myself included.  What do I mean?  Well, we've been using Products the same way for years. (some use 11g/10g the same way they've used 6, 7 and 8).  We use support the same way we have been using it for years.  And, yes we even use the internet the same way we did 10-15 years ago  (What Google is now...do you remember WebCrawler?)

Do you really want to know what the energy behind My Oracle Support really is?  It's the fact that over the last decade, Oracle has continued to listen and respond to our customers' needs.  My Oracle Support is about proactive, automated, targeted and predictive support.  It's not about shoving a Service Request through the system faster.  It's about NO Service Request!  The best support we can offer is preventative and proactive, not purely reactive.

Embrace the change!  Embrace My Oracle Support.  Leverage the features  - Dashboards (new), Service Requests (revised & enhanced), Reports (new & enhanced), Knowledge Browser (new & enhanced) and custom personalizations.

The Customer Support Management team is offering scheduled sessions on My Oracle Support.  Check MetaLink or contact support-training_us@oracle.com for more information.

Oracle Support will be there in force and offering support demos in the exhibit hall and breakout sessions throughout the week. Be sure to check out the new Stars Bar and meet the experts 'from the other side', finally face-to-face. 
I look forward to meeting many of you there!

Best Practice Tips for Your Upgrade to Oracle E-Business Suite R12 , Session ID: S299730

Speaker: Chris Warticki, Oracle

Description:

Join us as we provide you with the tips and tricks that you can utilize to upgrade to the Oracle E-Business R12 release. We’ll demo how to more effectively utilize Maintenance Wizard, Diagnostics, and Upgrade Notes – available thru MetaLink - to assist with your upgrade. You will also learn about additional services from Oracle Support that can help guide you as you upgrade to the industry leading Oracle E-Business Suite of products. Connect, Collaborate, and Learn.

Harness the Power of Oracle Diagnostics with E-Business Suite Support Tools, Session ID: S299729

Speaker: Dave Warhoe & Hiran Patel, Oracle

Description:

Take your skills to the next level! Join us as we reveal how Oracle’s E-Business Suite support diagnostic tools simplify the process of error detection and upgrade management. These proactive, automated tools quickly identify and diagnose problems before they become mission-critical. Oracle Customer Support Managers will demonstrate the value of proactively identifying existing and potential problems that can help shorten resolution time and improve the quality and supportability of your systems. New Technology. New Tools. Right Now.

MyOracle Support – Your Next Generation MetaLink!, Session ID: S299727

Speaker: Sean Fitzpatrick & Dave Muirhead, Oracle

Description:

MyOracle Support is your new Web support portal replacing Oracle MetaLink. Join Oracle experts and learn how MyOracle Support provides an industry leading pre-emptive service that prevents potential problems before they can impact end-users or consume IT resources. We’ll demo new features including dramatically improved service request management flows, access to Oracle best practices through personalized Healthchecks and Knowledge Management, and Guided Search capabilities based on your service configuration. Learn what you need to know. Now.

Software Configuration Manager – Personalized, Prevention for Better Support, Session ID: S299724

Speaker: Sean Fitzpatrick, Oracle

Description:

Learn how the latest release of Software Configuration Manager, a unique online tool from Oracle, incorporates knowledge of your Oracle systems with Oracle best practices and IP to deliver a superior ownership experience. With personalized knowledge of your systems, Software Configuration Manager has helped organizations reduce operating cost, streamline service request workflows, and improve productivity. Oracle experts together with customers will demonstrate how the tool offers personalized, prevention for a better support experience.

Web 2.0 - Transforming Your Oracle Support Community Experience, Session ID: S299726

Speaker: Medi Goker, Oracle

Description:

Learn how Oracle Support is using Web 2.0 technology to transform your support experience to get you the information you need faster and more efficiently. Expanding our collaborative support model to include communities provides you with direct access to the robust network of resources - whether it’s your peers, Oracle experts, knowledge, or tools. Oracle Customer Support leaders will review the powerful features such as discussion forums, and technical document exchange that are available to you. Come for the learning. Stay for the mix.

Simplified Support for Oracle Database 11g and Fusion Middleware 11g, Session ID: S299728

Speaker: Sameer Patkar, Oracle

Description:

Are you considering an upgrade to Oracle Database 11g or Fusion Middleware 11g? Discover how Oracle is setting the industry standard for technology support through embedded supportability within the Oracle Database and Oracle Fusion Middleware 11g releases. This session will provide you the details on deeper diagnostic capabilities along with information on how to quickly manage the resolution of incidents. Join us. Reduce Maintenance. Simplify Support.

There's much more to your investment in Support than the ability to log a Service Request.  Here is a consolidated list of resources that is part of that very investment.  Make sure that you read the accompanying notes and user guides and feel free to engage the Customer Support Management team for a webcast overview.

Next Generation MetaLink requires MetaLink login

• Software Configuration Manager - (Server, EBus, FMW)
• Software Configuration Manager - (Siebel)

Diagnostics available for Server Technologies

• Remote Diagnostic Agent (RDA)  - Note:314422.1- Required for all Server Technologies Service Requests
• 19 Tests and Tools inside RDA
• Ora-600/7445 and Call Stack Trace  Lookup Utility -  Note: 153788.1
• 300+ DBA Scripts - Note 131704.1
• Database Performance Tuning Scripts and Diagnostics
• OSWatcher user guide - Note 301137.1
• HANGFG user guide - Note 362094.1
• LTOM user Guide - Note 352363.1
• Stackx - Note 362791.1
• PL/SQL Profiler - 243755.1
• SQLTXPLAIN- 215187.1
• TRCANLZR- 224270.1
• Performance Tools Quick Reference Guide - Note:438452.1
• Oracle Performance Diagnostic Guide (OPDG) - Note:390374.1

• RDA for EBus - Note:183274.1  - Required for all EBusiness Service Requests
  • Include any diagnostic under the category of Data Collection for the Product you are using at the time you log the Service Request.
• Diagnostic Support Pack Installation Guide - Note:167000.1
• List of all available EBusiness Suite Diagnostics - Note:179661.1
• Maintenance Wizard - Note:215527.1

Toolbars, Widgets and Xtras

• Oracle DBA ToolBar
• Oracle News Aggregator for Firefox
• Oracle News Aggregator Google Toolbar
• MetaLink Search Plugin Available for IE7 and Firefox 2.0 Doc ID:  Note:443723.1
• MetaLink Support - Use MetaLink Search Plus
• The MetaLink Firefox search plugin

Tools available for Peoplesoft/JDE Applications 

• PSFT Setup Manager
• PSFT Change Assistant
• PSFT Change Impact Analyzer
• PSFT Performance Monitor
• JDE Change Assistant
• JDE Support Assistant
• JDE Performance Monitor

Tools available for Siebel Applications 

• Upgrade Wizard
• Application Deployment Manager
• Script Checker Utility

No matter where I go, in front of any audience or on the phone, I ask one primary question, "Other than MetaLink, where else do you go for support of your products?"  9 out of 10 times the answer is, Google.  Unfortunately, Google has turned the world into a bunch of antisocial, dummies.  If the answer isn't on the first page of the first ten hits, then it must not exist anywhere on the internet,  Right?  Wrong.  Web 2.0 technologies are about connecting people with people instead of people to a portal.

Therefore, today's post is an enhanced version of a previous posting of resources I consolidated that will connect you with like-minded technical resources, using the same products that you do, accomplishing the same objectives that you are trying to accomplish.  Leverage your investment in Oracle by leveraging your resources.  The Best Support is NO Service Request!

Yesterday, Roger Snowden from Oracle's Center of Expertise and myself co-presented the lunchtime keynote at the Atlanta 11g Tech Day Event.

Attached is the presentation Download file

The first part, that I presented, contains information and resources that all users of our products should be using.

The second part on the upgrades/migrations is from Roger. He is really an amazing resource and a team member of the 'best of the best'. Roger covers the available Tools, Sql Plan Management, and Real Application Testing. At the end of the attachment contains a consolidated list of helpful upgrade notes found on MetaLink.

It was a fantastic turnout. Thanks to all who came.
Thanks to Roger Snowden.
I normally don't like to share the stage, but will make an exception for you. ;)

Submitted by Charles Freeman, Customer Support Manager
Search for Knowledge articles using the new Software Configuration Manager user interface. Get the answers you need from the Knowledge home page with enhanced search capability, along with easy-to-use regions and hierarchical menus that greatly simplify finding pertinent Metalink information quickly.

MetaLink is moving to a new user interface this year. You can test drive the new interface today and search the Knowledge Content by clicking on the Software Configuration Manager tab on MetaLink (https://csm.oracle.com/CSP/ui/index.html), Then, select the Knowledge tab. You are not required to provide configurations in order to take advantage of the interface, so today is a great time to experience the personalization and ease of use found in the new interface.

· The Knowledge tab within searches for news, notes, and articles relevant to the context specified by the user.
· You can find specific knowledge articles by using the search function or by using PowerViews.
· Search scans the entire Knowledge base and not just the content of the Knowledge region.
· You can use Recently Added topics as a way to find a category of documents and not have to search for it again.
· PowerViews allow the user to do global searches based up system or custom defined attributes. Providing focused results to find exactly what you are looking for.
· Once you have run a search, the intuitive display and drill-down functionality allows you to quickly view and assess the relevance of large numbers of articles.
· Once you choose an article to view, the list of articles is preserved helping you browse the other articles.
· From the Recent Activity region, you can rate articles and send your feedback to Oracle, improving the quality of Oracle articles and providing you with better recommendations in the future.

Try the Software Configuration Manager for a more comprehensive look at the wealth of Metalink information included in the Oracle Knowledge Base. It allows seamless access to all Metalink information by fully integrating the Knowledge tab.

The new user interface uses Adobe Flash 9. If you don't already have the Flash browser plug-in, you will be prompted to install it when you first visit the Software Configuration Manager tab.
For a quick peak, you can view the Recorded Demo of KM within Software Configuration Manager

I'm in the Support Business. It's always important to remember who is responsible for your company's survival.

I am your customer. Satisfy my wants with personal attention and a friendly touch and I will become a walking advertisement of your products and services. Ignore my wants, show carelessness, inattention and poor manners, and I will simply cease to exist, as far as you are concerned.

I am sophisticated, much more so than I was a few years ago. I have grown accustomed to better things. I have money to spend. I am an egoist. I am sensitive. I am proud. My ego needs the nourishment of a friendly, personal greeting from you. It is important to me that you appreciate my business. After all, when I buy your products and services, my money is feeding you.

I am a perfectionist. I want the best I can get for the money I spend. When I criticize your products or services, and I will to anyone who will listen when I am dissatisfied, take heed. The source of my discontent lies in something you or the products you sell have failed to do. Find the source and eliminate it or you will lose my business and that of my friends as well.

I am fickle. Other businesses continually beckon me with offers of more for my money. To keep my business, you must offer something better than they. I am your customer now, but you must prove to me again and again that I have made a wise choice in selecting you, your products and services above all others.

In the spirit of customer service, print this out and hang it on your wall (in your workspace or home office) I didn't author this, just passing it along.
-Chris

This one's for Support, for our clarification.  There should be no misunderstanding to what the term 'Escalation' means.   For clarification,  Escalation is defined as "Bringing Management attention to your Service Request/Case".  Oracle Support's management team is both accessible and accountable to our customers 24x7, regardless of severity.

Do customers confuse the term escalation with severity increases?  Yes, they do.  They will.  See my previous post on the topic Escalations vs. Severity Increases - 7/18/07. It's our obligation to clarify what customers are requesting.

Customers come to know the escalation process, first through the RFP process.  The Request For Proposal happens in the sales cycle.  A common question is asked, "Does the vendor have an escalation process for service delivery, and if so describe".  This is a standard question and believe me if one didn't exist, that RFP would be thrown in the trash.

The second way that customers learn about the Escalation process is through customer training efforts, like monthly scheduled webcasts.  By the way, the escalation process is clearly defined within all accessible support portals.  There's no confusion to what Escalation means to a customer.

The unfortunate way that customers learn about what an escalation is and how to initiate it, is reactively.  This is the most common way.  See my previous post on the topic Escalations vs. Severity Increases - 7/18/07.

One of the many reasons Oracle Support was a JD Powers award recipient for Service and Support was because of our execution to the Escalation process.  Our customers were asked, "Does Oracle have an Escalation process, and if you followed their instructions, did it work as prescribed?"  They replied, "YES".

Let's not allow any customer, anywhere, under any circumstances to change that answer.

For your convenience, Oracle offers a number of resources to help you plan and drive a successful upgrade or new installation project. These resources are now presented in a convenient Infocast covering advantages, short descriptions, screen captures and directions to access relevant information. These resources include, but are not limited to the following:
The Upgrade Guide is a consolidated list of information that helps you evaluate and plan your upgrade project. This guide follows the Evaluate, Plan, Execute and Optimize structured phases you are familiar with to help you achieve an efficient upgrade with minimal risk.
The E-Business Suite R12 Information Center offers the latest published information, conveniently presented by category and in chronological order for easier use.
The Maintenance Wizard and E-Business Suite Diagnostics Support Pack, are valuable tools that, when used together, can often result in fewer mistakes and fewer Service Requests.

Over 20,000 views were generated on my posting prior to the New Year.
Upgrading the Database is a serious topic and project that our customers undertake. 
Understanding all of the upgrade resources that are available ensures our customer's success towards the strategy of Product Lifecycle Management.  Premier Support for the terminal release of 9iR2 (9.2.0.8) expired in July 2007.  The fee during the first year of Extended Support was waived. Extended Support is available until 2010.  Contact your Support Renewals Representative for details and pricing.

Oracle Premier Support and the Customer Support Education team have extended their webcast sessions to now include the Database Upgrade Companion.  The Database Upgrade Companion 2.0 is available on MetaLink for review, along with our extensive solution library in the Knowledge Browser under the Database Category: Installation and Upgrade & Migration topic headings.

The webcast training is available on MetaLink

Customers can access the 10g Upgrade Companion via
Note 466181.1. This update includes new information about:

• Expected changes in the behavior of Oracle Database 10g Release 2 that will affect customers who upgrade
• Best practices for pre-upgrade planning, upgrade operations, and post-upgrade analysis
• Critical and Recommended patches, by platform

Today's topic: the recently revised Database, FMW, and OCS Software Error Correction Support Policy Version 2.0 MetaLink Note:209768.1

I'll admit, this recent revision almost got by me.  It's been 4 years since it's been updated and it needed to be.  It's a
must read.  This clarifies why Support
often requests customers to apply the latest patchset, or why a certain fix
cannot be backported.

The HOT sections of this document
Which Patch Sets Will Oracle Create New Fixes On?

For our EBusiness Applications customers:
Oracle Applications Patching FAQ for Release 11i  Doc ID:  Note:457566.1
Oracle Applications Patching FAQ for Release 12 Doc ID:  Note:459156.1