My Oracle Support

MetaLink Users: Do you use Software Configuration Manager (SCM)? If so, Oracle wants your help.

We're working to improve the MetaLink user interface, and we want your feedback.

Oracle would like to watch you online and listen to your comments as you:
1. File a Service Request (SR), or
2. Search the Knowledge Base
Using these new features in the SCM tab of MetaLink.

WHAT WE'D LIKE YOU TO DO
a. The next time you file a SR or search knowledge from the SCM tab, call us (see CONTACTING US below).
b. We'll set up a teleconference and web conference, to allow us to watch and listen.
c. You'll talk about your thoughts as you progress through your work to file an SR or search knowledge.
d. Answer a few questions when you're done.
e. If you wish, we would also like to hear your thoughts on other parts of MetaLink.

WHO MAY PARTICIPATE
Sessions are open to all MetaLink users who use -- or are interested in using -- the SCM tab.
You must have Adobe's free Flash player 9 installed and working on your browser.

CONTACTING US
Call Meadow Consulting to schedule an appointment, or just call when you're ready to start. See AVAILABLE TIMES below.

If we don't answer your call immediately, leave a telephone number, email, or Yahoo IM where you can be
reached and expect a return call within 30 minutes (usually less than 5 minutes).

Yahoo IM: meadow_research@sbcglobal.net
Email: meadow.consulting@gmail.com
Phone: +1 (408) 786-5314
Skype: meadow.consulting

AVAILABLE TIMES
July 28 through August 12, 2008
6:00am - 8:30am PDT --> 3pm - 5:30pm CEST
10:00am - 2:00pm PDT --> 7pm - 11:00pm CEST
7:00pm - 11:00pm PDT --> 3am - 8:00am CEST

PRIVACY NOTICE
All sessions will be recorded. Recordings will be available only to Oracle and Meadow Consulting. Meadow Consulting is an independent research company, hired by Oracle to conduct this research. All information is covered by a Non-Disclosure Agreement between Oracle and Meadow Consulting.

Your honest inputs will go directly to the Oracle team working on these processes, and your participation will make a real difference in the future of MetaLink!

Imagine: it’s Monday morning and you’ve barely had time to listen to your colleague go on about her amazing weekend when –suddenly- you realize something is wrong with the performance of the Oracle database that you’re in charge of monitoring.

No big deal, you think to yourself: I’ll just go to Oracle’s Support website and log an SR to see what the deal is.

But wait… after logging the SR and uploading the Automatic Workload Repository (AWR), Oracle is asking you to upload even more information (say, the OSWatcher for instance).

Maybe you’re tired and confused at this point. Maybe you wished there were some way to get Oracle the information it asks for the first time you log the SR. Maybe you feel this is a waste of time OR… maybe, just maybe, this is no big deal at all and you proceed to upload the OSWatcher (or some other) data as requested.

So, how would you really feel in this situation? How could Oracle make uploading information during SR creation easier and painless for you?

How does the Oracle Configuration Manager tool help you do this (or what would you like it to do?)

Let us know! As always we look forward to your responses…

(PS: You can also checkout Note: 742215.1 on for additional help with uploading files with your SR)

Logging Service Request’s while leveraging the My Oracle Support Config. Manager (OCM) can offer a lot of benefits such as saving time – but do you know what’s being collected and passed along with your SR?

Some of you might know exactly what’s going in, others might just have an idea, and others still might not even be aware that the question could be asked – in any case, NOTE 728985.1 should help answer any questions you have regarding exactly what target information is being collected.

The Good News: we’re always listening to users on what they feel should be collected, so do let us know if you find yourself scratching your head and asking “Why don’t they collect [blank]?”

Happy Friday

On August 30, a few hundred thousand CRM OnDemand, Siebel, Hyperion, PeopleSoft and JD Edwards customers and partners migrated to My Oracle Support. Welcome aboard!

I hope you have had the chance to access the My Oracle Support Welcome Center (Document # 873313.1) from the Getting Started region. This is your single resource for information, training and reference materials that will help you get started using My Oracle Support.

The My Oracle Support product management team values your feedback.

Your general feedback and suggestions for improvement are taken very seriously and help us make My Oracle Support better for you. Click the Contact Us link on the top right corner of the Dashboard page to tell us about your usage of the personalized dashboard; knowledge, service request, and configuration management; and the results you are seeing.

All feedback is welcome...please tell us about your experience using My Oracle Support!