My Oracle Support

Coinciding with Oracle OpenWorld this week, we have a very exciting announcement to make: the next-generation platform for Oracle Support is now live! We've taken all of the functionality that was previously available in MetaLink, and embedded the configuration management capabilities of Software Configuration Manager directly into the process. The result is the brand new My Oracle Support portal, combining the best aspects of each to create a single interface to all of Oracle's support resources -- with configuration-based customization baked right in.

So, what does this mean to you?

• If you were previously a user of Software Configuration Manager, with collector software deployed, you won't need to make any changes; it's just gotten easier for you, since the capabilities enabled by the collector software are now built into how you interact with Oracle Support.


• If you were a MetaLink user who hadn't tried out Software Configuration Manager, then we encourage you to take advantage of the personalized and proactive support capabilities in My Oracle Support by deploying the collector software. You can not only associate service requests with specific systems in your environment, but also receive tailored security and product health checks that identify problems and recommend fixes before the problems can actually affect your systems

Either way, we're very excited to roll out My Oracle Support. Taking full advantage of its capabilities can lead to some enormous benefits; we've seen among our customers results like

• up to 40% faster problem resolution


• up to 30% faster service request creation


• up to 25% of problems proactively avoided


• up to 97% of issues resolved without even requiring a service request!

Please enjoy the new interface, and take advantage of all of the available resources that can help you get started, including the FAQ, training videos, or other collateral found on the Collector tab. And let us know what you think of My Oracle Support!

There are 9 short courses (about 10 minutes each) on using My Oracle Support.
Have you tried watching them?
Did you just finish watching one of them? Provide us feedback!

They are packed with tips and tricks. The videos on specific "features" are recorded with a live account and no slides - and show you how to get the most out of My Oracle Support.

They are available from the Help menu, or choose from the topics here.
And because we do not have any feedback built into the videos, PLEASE do add your comments here, so we can improve the existing videos or provide additional training topics.

You can also use the Feedback link inside of My Oracle Support.
There are plenty of training options available, the video training is just one option. There are also leader lead classes, and even training in other languages.

These videos are only in English right now. They are closed captioned for the hearing impaired.

Available Topics

Product Overview

How to add value to your experience. Explains the features available with and without configuration manager. (This one is much longer)

Why use configuration manager?

New features available for customers who download and install configuration manager.

Installing configuration manager

How to install configuration manager in your Oracle home to get full value from your support experience.

Configuration Manager Security Overview

Overview of security questions related to using the configuration manager collector to upload configuration data to My Oracle Support.

Creating a Service Request

Methods for creating a Service Request, the features of each step, and what to expect if you save drafts or file the Service Request..

Dashboard Customization

Key ways to customize your experience by creating a tailored view of your Oracle support data. For customers with and without configuration manager.

PowerView

Advanced features of PowerView. Especially useful for customers with large numbers of Support Identifiers and collectors.

Searching

Tips and tricks for getting the most out of Knowledge searching, refining searches, and advanced searches. Useful for all users.

Reporting

The Inventory report and its many features. For customers who use configuration manager.

By now, you’ve probably heard or read about the retiring of classic metalink. You also might have read, heard or offered some constructive feedback on My Oracle Support in the form of blog comments (much appreciated!) or community posts (again, thanks!).

Be assured that the My Oracle Support team (including yours truly) is hard at work tracking your feedback for upcoming releases, so please, keep it coming – We hear you! In fact, I encourage you to checkout this related post in the communities by colleague SeanB in which he explains that some of the problems identified in the last release of My Oracle Support will be significantly improved upon (ahem, performance) with the release coming up; of course, our customers will ultimately be the judges of what areas still need attention.

Just to ensure you’re getting the information you need, here are a few helpful links on the switch from Classic Metalink to My Oracle Support for all Oracle Support customers (with Note numbers in paren):

-- FAQ – (New) (841055.1)
-- Communities
-- Main Announcement with Preparation Info. (838708.1)
-- Related Blog by Chris Warticki

Feel free to leave more feedback or express concerns or questions below (I’d advise to be respectful, but that would be preaching to the choir ;-)

Cheers!