Projects. One of the coolest content regions in My Oracle Support. One of the least used features by our customers. Four years ago, before we had My Oracle Support, we had the tab in MetaLink called My Configs & Projects. Remember?
Back to Projects. So, what’s that all about? Projects, allows customers to enter their project information into a Service Request. Any ‘project’ will do, like an upgrade, install, implementation or even just plain ‘live in prod’ if you like. Associate your Systems with the project. For instance, create an 11g Database upgrade project and link it to three systems: DEV, TEST & PROD. Then when you log an SR, select from the Project LOV that’s presented in step 2 of the SR creation (Oh!, that’s what that is..)
Wait. There’s more. Then add all registered users/roles that will log SRs against that project. Finally, add all the key milestones and dates. When the SR is created with associated project information, not only is the technical information in the SR, but so is the business-related project data. Have you ever been asked for a business justification before? (Oh, that’s what Support is asking for…)
How will this change the way Support does business?
Customers have been requesting to ‘Alert Support’ of their pending go-lives and other activities. Oracle Support managers could then run reports against the Projects entered. Which customers are doing upgrades this weekend? What SRs are in the queues that need attention before those project dates become critical?
Talk about problem avoidance. Talk about Escalation prevention. This is pretty cool.
This is Projects. Part of My Oracle Support. Included with your Premier Support investment.
-Chris Warticki is now Twittering Support Best Practices and Daily Tips @cwarticki
