SR Activity Summaries Via Direct Email? You Bet!

Courtesy of Ken Walker.

I’m a “bottom line” kind of guy.  My friends and co-workers will tell you that I’m a “Direct Communicator” when it comes to work or my social life.  For example, if I were to come up with a fantastic new recipe for a low-fat pan fried chicken, I’d Tweet, email, or find a way to blast the recipe directly to you so that you could enjoy it immediately.  My friends would see the subject, “Awesome New Fried Chicken” and they’d click and see the recipe there before them.

Others are “Indirect Communicators.”  My friend Joel is like this.  He would post the recipe in his blog, and then Tweet or email a link back to his blog with a subject, “Fried Chicken.”  Then Joel would sit back and expect his friends to read the email, AND click the link to his blog, and then read the recipe.  As a fan of the “Direct” method, I wish there was a way for me to “Opt-in” for immediate updates from Joel so I could see the recipe without having to click over to his blog to search for it.

The same is true for MOS.  If you’ve ever opened a Service Request through My Oracle Support (MOS), you know that most of the communication between you and the Oracle Support Engineer with respect to the issue in the SR, is done via email.  Which type of email would you rather receive in your email account?


Example1:
Your SR has been updated.  Click HERE to see the update.

Or

Example2:
Your SR has been updated.  Here is the update:  “Hi John, Oracle Development has completed the patch we’ve been waiting for!  Here’s a direct “LINK” to the patch that should resolve your issue.  Please download and install the patch via the instructions (included with the link) and let me know if it does, in fact, resolve your issue!”

Example2 is available to you!  All you need to do is to “Opt-In” for the direct email updates.  The default is for the indirect update as seen in Example1.  To turn on “Service Request Details in Email” simply follow these instructions (aided by the screenshot below):
1.    Log into MOS, and click on your name in the upper right corner.  Select “My Account.”
2.    Make sure “My Account” is highlighted in bold on the left.
3.    Turn ON, “Service Request Details in Email”

Steps to Enable

That’s it!  You will now receive the SR Updates, directly in your email account without having to log into MOS, click the SR, scroll down to the updates, etc.  That’s better than Fried Chicken!  (Well; almost better....).

Comments:

Can i upload or send logs through email when SR details in E-MAIL is turned on?

Posted by guest on August 26, 2013 at 06:05 AM MDT #

You can not send logs through email when the SR details in Email is turned on. Turning on SR details in Email is only for being notified when your SR has been updated by an Oracle Support Engineer. When this option is turned on you will receive the details of the update in the email.

Posted by guest on September 12, 2013 at 06:12 PM MDT #

Hey Ken:
Can you provide us some statistics? How many users have adopted this feature? How many have dropped out and so on?
Since email communications are less secure (as Oracle says when you turn this feature), can oracle obfuscate passwords and other stuff (say like Credit Card) while sending Detailed SR emails?
In these days of hacking, won't hackers be happy to handed over the Credit Card Information in a platter?
Adding this feature may probably get more users into the bandwagon.

Posted by Srini on September 25, 2013 at 08:56 AM MDT #

Hi Srini,

1) There aren't any statistics on this email feature at this time.

2) The emails are a one way communication from Oracle to the Customer and contain the support engineer's update on the technical issue. The emails normally don't have sensitive information such as passwords and credit card numbers or anything like that. It should just be information from the support engineer that helps resolve the issue.

3) If for some reason you think there's a chance of sensitive information being passed from the support engineer to you, the customer, then you should disable this email feature. You can also discuss it with the engineer to make sure no sensitive information is passed through email.

Thanks,
Phil

Posted by Phil on September 25, 2013 at 10:54 AM MDT #

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This is the official blog of the Portals Proactive Support Team. Here we will provide information on our activities, publications, product related information and more. Additionally we look forward to your feedback to improve what we do.

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