Wednesday Jul 18, 2012
Thursday Jul 12, 2012
By cwarticki on Jul 12, 2012
I've found that Error Correction Policies are vital to understand regarding the subject of Product Lifecycle Management. Is there a central repository? Thanks in advance for your help.
The ECS policies that do exist are very valuable for our customers to understand Product Lifecycle Management. A good thing to remember is that the Lifetime Support Policy defines the "When" of product support. The ECS Policies define "How" those products are supported by Development. (LSP = When. ECS = How)
Basically, this means that Development doesn't keep each and every patchset codeline open and available for fixing. Customers must keep up to to date. A customer on 220.127.116.11 can't claim that they are supported because 11.2 is still in Premier Support. They must be on 18.104.22.168 or within what's known as the grace period.
Historically speaking the ECS Policy for Database has been around for over a decade. The ECS policy should be no surprise to DBA's nor Developers that have been using our products for a long time. EBS Development got on board just a couple of years ago with their own. Most other products, especially recent acquisitions, do not have them.
There is no repository of these policies. Some are footnoted in the Lifetime Support Policy, but there are only 2 major ones that I'm aware of in My Oracle Support
- Database, FMW, EM Grid Control, and OCS Software Error Correction Support Policy Note 209768.1
- Oracle E-Business Suite Error Correction Support Policy Note 1195034.1
There are some minor ones too.
- Error Correction Policy and Lifetime Support Policy FAQ for Oracle JRockit 5.0 and 6 - 1450360.1
- Error Correction Policy as it applies to Oracle WebLogic Portal (WLP) - 1308963.1
- OIM Lifetime Support and Error Correction Policy - 1372476.1
Others (there could be more)
- Siebel CRM Patching Policy 1313941.1
- Patch and Support Policies for Oracle Retail RPAS and RPAS-Based Applications 750841.1
- Oracle Retail Point Of Service (ORPOS) Product Suite Patch And Hotfix Release Policy 798177.1
There isn't one for Sun, that I'm aware of or found.
Wednesday Jul 11, 2012
By cwarticki on Jul 11, 2012
When MetaLink switched over to My Oracle Support......we'll, I won't go there. I'm still twitching from the aftermath and the all publicity my blog received. Remember, I'm FOR the customer.
My Oracle Support Outage Planned for Weekend of July 13, 2012 - check your MOS Dashboard - Site Alerts
Read the following communications and watch the video with Dennis Reno, VP, Customer Portal Experience.
- Dear Valued My Oracle Support User
- My Oracle Support Upgrade Begins July 13, 2012
- The New My Oracle Support User Interface [ID 1385682.1]
We encourage you to regularly access The New My Oracle Support User Interface Web Page (Article ID 1385682.1) for up-to-date transition information and to review the video series that takes you through My Oracle Support’s features and functionality using the new HTML interface.
If you have any questions or feedback, please log into My Oracle Support and use the “Contact Us” link located in the upper right hand corner. You can also provide feedback by taking this brief survey.
By cwarticki on Jul 11, 2012
The Fusion Application Support Team (FAST) launched three communities on the My Oracle Support Community. These communities provide another channel for customers to get the information about Fusion Applications that they need.
The three Fusion Applications communities are:
· Technical - FA community -- covers all the Fusion Applications technology stack and technical questions from users.
· Applications and Business Processes community -- covers all the functional questions and issues raised by users for all Fusion Applications except HCM.
· Fusion Applications HCM community -- covers the functional questions and issues raised by users for Fusion HCM product family.
Good for Our Customers
Customers participating in these communities can ask questions and get timely responses from Oracle Fusion Applications experts who monitor the communities. The customers can search the Fusion Applications Community contents for information and answers. They also can collaborate with other customers and benefit from the collective experience of the community -- especially from people like you.
All customers and partners are invited to join My Oracle Support Community for Fusion Applications.
We believe that participating in the Fusion Applications communities can be a win-win option for everyone. We invite you to become an active part of the thriving Fusion Applications communities and experience how this interesting and insightful dialog can benefit you.
How to Join the Community
Navigate to http://communities.oracle.com.
Click the Profile Tab to register yourself and edit your profile.
· You can subscribe to the Fusion Applications communities by editing your Community Subscriptions.
· You can get RSS feeds for each of your subscribed communities from the same section.
Tuesday Jul 10, 2012
By cwarticki on Jul 10, 2012
Oracle Platinum Services provides remote fault monitoring with faster response times and patch deployment services to qualified Oracle Premier Support customers – at no additional cost.
We know that disruptions in IT systems availability can seriously impact business performance. That’s why we engineer our hardware and software to work together. Oracle engineered systems are pre-integrated to reduce the cost and complexity of IT infrastructures while increasing productivity and performance.
And now, customers who choose the extreme performance of Oracle engineered systems have the power to access the added support they need – Oracle Platinum Services – to further optimize for high availability at no additional cost. In addition to receiving the complete support essentials with Oracle Premier Support, qualifying Oracle Platinum Services customers also receive:
• 24/7 Oracle remote fault monitoring
• Industry-leading response and restore times
o 5-Minute Fault Notification
o 15-Minute Restoration or Escalation to Development
o 30-Minute Joint Debugging with Development
• Update and patch deployment
Monday Jul 09, 2012
By cwarticki on Jul 09, 2012
For June 2012 we have scheduled 2 Webcasts - E-Business Suite OAM Overview and Usage session and the E-Business Suite Workflow Avisor. We are driving 2 sessions for a better global alignment.
E-Business Suite - OAM Overview and Monitoring
- Oracle Applications Manager (OAM) Overview
- Log files
- Diagnostics and Logging
- Concurrent processing through OAM
- Applications Dashboard Troubleshooting
- Patch Management. Patch Wizard
- OAM "How To" Documents
- Questions &Answers
EMEA Session :
US Session : July 11, 2012 at 18:00 UK / 19:00 CET / 10:00 AM Pacific / 11:00 AM Mountain/ 01:00 PM Eastern
E-Business Suite - Workflow Analyzer - Follow-UpAgenda
- Overview of Workflow Analyzer
- Enhancements implemented in the latest Release
- Questions & Answers
EMEA Session : July 24, 2012 at 09:00 AM UK / 10:00 AM CET / 13:30 India / 17:00 Japan / 18:00 Australia
US Session : July 25, 2012 at 18:00 UK / 19:00 CET / 10:00 AM Pacific / 11:00 AM Mountain/ 01:00 PM Eastern
- Schedules, recordings and the Presentations of the Advisor Webcast drove under the EBS Applications Technology area can be found in Note 1186338.1.
- Current Schedules of Advisor Webcast for all Oracle Products can be found on Note 740966.1
- Post Presentation Recordings of the Advisor Webcasts for all Oracle Products can be found on Note 740964.1
Tuesday May 29, 2012
Thursday May 17, 2012
By cwarticki on May 17, 2012
We are happy to announce that Oracle E-Business Suite support will re-launch our patching community with new resources and a new name: E-Business Patching Community.
Starting May 16th 2012 - a direct channel to a newly dedicated team of E-Business Suite patching experts will provide you with a single destination to resolve your patch-related issues. For additional details please see Note 1453113.1.
When you have questions about Oracle E-Business Suite patches, we
understand that you need answers quickly.
To help meet that need, the Oracle E-Business Suite support team has launched a NEW My Oracle Support Community called, “E-Business Patching”. The E-Business Patching Community allows users to collaborate and share important information and best practices on E-Business Patch Application.
The E-Business Patching Community offers:
- Content that is uniquely indexed by Patch number- making it extremely easy to find
- Information sharing of known solutions that will help with faster resolution of patching incidents, without having to create a Service Request
- The ability to share information and solutions directly with other industry experts
- Starting May 16 2012 - a direct channel to a dedicated team of Oracle E-Business Suite patching experts A rich foundation of information since it is built upon the old Patch Review Community
We encourage you to access the “E-Business Patching Community” prior to applying an E-Business Suite patch. Doing so will allow you to explore perspectives shared by industry peers, get real-world experiences with the patch, and benefit from known solutions and lessons learned. Additionally, Oracle Support engineers monitor discussion topics to help provide guidance and solutions for your E-Business Suite patching needs.
This is a valuable opportunity to “Get Proactive” with the patching and maintenance of your E-Business Suite environment.Start now, and find fast, proactive resolutions before you begin
Thursday May 10, 2012
By cwarticki on May 10, 2012
...then you need to attend Location Intelligence 2012. Directions Magazine and Oracle are collaborating to offer consecutive events over two days in Washington, DC:
Location Intelligence Conference - May 22, 2012 - Directions Magazine's Location Intelligence Conference will offer a multi-track program exploring the latest industry trends
Oracle Spatial User Conference Agenda - May 23, 2012- Oracle Spatial User Conference will offer training, deep dives, case studies in BI, cloud, from government, utilities & more, special partner sessions.
Both events will include tracks of value to senior management, C-level directors, as well as developers.
Join our “Oracle Support for Spatial” Session. – Richard Pitts, one of Oracle’s Spatial experts will be presenting the best practices for Oracle Support for Spatial and will also be available to field your questions. Learn about the Oracle Support process, including the bug life cycle and Spatial patchsets, so you can understand how to obtain optimal resolutions to your issues. Richard will be presenting May 23rd, 2012: 9:45am - 11:45am Horizon Room "A
If you are unable to attend the event, but still want to know about what Oracle Support has to help you with Spatial. Visit My Oracle Support and check these out…
Spatial Tools for Oracle Database Included with Oracle Premier Support
Product Information Center
Installation and Deinstallation
For more information about Oracle’s Spatial Support Product and Solutions, visit our web site on Oracle.com
Friday Apr 27, 2012
Wednesday Apr 18, 2012
By cwarticki on Apr 18, 2012
There's a multitude of resources out there for Exadata and it can leave one EXA-hausted. Here's a list I've put together and invite others to contribute their comments and feedback.
Exadata Database Machine Product Information Page
Take a class! - Exadata Training I recently heard someone say that it's not like you just bought a new Ferrari and you don't know how to drive, it's that you just bought yourself a LearJet and you've never flown a plane before!
Exadata Learning Path
My Oracle Support
- Database Exadata Upgrade from 22.214.171.124 to 126.96.36.199 [336.1]
- Check out the 300+ solution documents on Exadata in My Oracle Support
- Exadata Diagnostic Collection Guide
- MOS Exadata Community - has the best webcasts delivered to date! (recorded)
80+ Tutorials, Videos & Demos on the Oracle Learning Library - FREE! There's more. Check it out!
Exadata Forum on OTN
Subscribe to at least 1 newsletter
Exadata on Oracle Mix
Oracle Exadata SIG
Have a great week!
Monday Mar 12, 2012
By cwarticki on Mar 12, 2012
Patching and Maintenance Advisors include steps to create a viable patching and maintenance strategy including a complete project patch plan specific to your environment. If your environment is not listed below, help us to expand our services by adding a comment to this document or creating a thread on the Patching & Maintenance Advisor community.
- JD Edwards (JDE) EnterpriseOne Software Updates 9.0 [311.1]
- JD Edwards (JDE) EnterpriseOne Tools Release 8.98 [339.1]
- PeopleSoft (PSFT) Human Resources [300.1]
- PeopleSoft (PSFT) PeopleTools [303.1]
- PeopleSoft (PSFT) Financials [304.1]
- PeopleSoft (PSFT) Campus Solutions [309.1]
- PeopleSoft (PSFT) Supply Chain [330.1]
Friday Mar 09, 2012
By cwarticki on Mar 09, 2012
Blogging to let you know of an important set of Oracle Payables patches that were released in January for R12.1 customers.
Thursday Mar 08, 2012
By cwarticki on Mar 08, 2012
Have a look at the Hardware and Software Proactive Support presentations and best practices from OpenWorld 2011.
The OpenWorld Sessions Index [Doc ID 1360714.1] includes:
Best Practices for Maintaining and Upgrading Oracle Solaris
- Patching & Maintenance Advisor: Oracle Solaris [Doc ID 314.1]
- Sun Patches and Updates Information Center (Doc ID 1289614.1)
- How to create a Solaris Software SR [Doc ID 1344979.1]
- Oracle Services Tools Bundle with Oracle Explorer Data Collector [Doc ID 1153444.1]
- Oracle Shared Shell
- My Oracle Support Communities for Sun Technology
- Patch Corner - Solaris Patching news and best practice blog
- Best Practices for Maintaining and Upgrading Oracle Solaris session presentation
Best Practices for Maintaining and Upgrading JD Edwards [Doc ID 1360718.1]
Best Practices for Maintaining and Upgrading Oracle Database
- 411DBA - DB INDO: Database Conference Highlights & Information Center [Doc ID 411432.1] . 411DBA is your one stop for the Database Support Information presented at Oracle conferences
Practices for Maintaining and Upgrading Oracle Database session
Best Practices for Maintaining Oracle Fusion Middleware and Oracle Exalogic [Doc ID 1360530.1]
Best Practices for Supporting Oracle Exadata
- Oracle Exadata Database Machine exachk or HealthCheck [Doc ID 1070954.1]
- Oracle Configuration Manager 2-minute demo video
- OCM Collection Overview [Doc ID 728985.1]
- How to Configure the OCM Collector for 11g Databases [Doc ID 1318007.1]
- OCM and My Oracle Support: FAQ and Troubleshooting [Doc ID 369619.1]
- My Oracle Support Community for Exadata
- Exadata Patching Best
- Database Machine and Exadata Storage Server 11g Release 2 (11.2) Supported Versions [Doc ID 888828.1]
- Exadata Patching Overview and Patch Testing Guidelines [Doc ID 1262380.1]
- Exadata Critical Issues [Doc ID 1270094.1]
- Exadata 188.8.131.52.5 release and patch (12849110) for Exadata 184.108.40.206, 220.127.116.11.x, 18.104.22.168.x, 22.214.171.124.[0-3] [Doc ID 1334254.1]
- Bug Fix List: 126.96.36.199 Patch Bundles for Oracle Exadata Database Machine [Doc ID 1316026.1]
- Bug Fix List: 188.8.131.52 Patch Bundles for Oracle Exadata Database Machine [Doc ID 1314319.1]
- Advisor Webcast Archived Recordings [Doc ID 740964.1]
- Advisor Webcast Current Schedule [Doc ID 740966.1]
- Best Practices for Supporting Oracle Exadata session presentation
Best Practices for Supporting Sun Server and Storage Systems
- Oracle Auto Service Request
- How to Use the Hardware Service Request Auto Diagnostic Feature [Doc ID 1339783.1]
- Sun Management and Diagnostic Tools [Doc ID 870962.5]
- Oracle Sun System Analysis [Doc ID 1194234.1]
- Oracle Services Tools Bundle (STB) - Explorer, SNEEP, LWACT, RDA [Doc ID 1153444.1]
- Advisor Webcasts: My Oracle Support â€“ Best Practices for Hardware Customers [Doc ID 1282218.1]
- Best Practices for Supporting Sun Server and Storage Systems session presentation
Best Practices for Maintaining and Upgrading Oracle E-Business Suite 12
- General EBS Information Document 411327.1 411EBS
- Oracle Support Lifecycle Advisors [Doc ID 250.1]
- Patching & Maintenance Advisor: E-Business Suite (EBS) 11i and R12 [Doc ID 313.1]
- Patch Wizard Utility [Doc ID 976188.1]
- Upgrade Advisor: E-Business Suite (EBS) Technology Stack Upgrade from 184.108.40.206 to 12.1.3 [Doc ID 269.1]
- Maintenance Wizard [Doc ID 434387.1]
- Best Practices for Maintaining and Upgrading Oracle E-Business Suite 12 session presentation
Best Practices Supporting Oracle Enterprise Performance Management Applications
- Master Note for OPatch [Doc ID 293369.1]
- Oracle Hyperion Profitability and Cost Management FAQ's [Doc ID 1089924.1]
- Best Practices Supporting Oracle Enterprise Performance Management Applications session presentation
Best Practices for Maintaining and Upgrading PeopleSoft Enterprise
- Task Based Advisors Informational Document [Doc ID 1351416.1]
- Oracle Upgrade Advisors [Doc ID 250.1]
- PeopleSoft Feature Packs FAQ [Doc ID 1272034.1]
- Transfer of Information [Doc ID 605155.1]
- Best Practices for Maintaining and Upgrading PeopleSoft Enterprise session presentation
Best Practices for Maintaining and Upgrading Siebel CRM
- Health Check Catalog [Doc ID 868955.1]
- Patching & Maintenance Advisor Siebel [Doc ID 308.1]
- Siebel Upgrade Advisor [Doc ID 259.1]
- Best Practices for Maintaining and Upgrading Siebel CRM session presentation
Best Practices for Maintaining Primavera EPPM Solutions
- Primavera Support Resource Center [Doc ID 888813.1]
- Best Practices for Maintaining Primavera EPPM Solutions session presentation
Best Practices for Maintaining and Troubleshooting Oracle Fusion Applications
- Fusion Applications - Product Information Center [Doc ID 100.1]
- Best Practices for Maintaining and Troubleshooting Oracle Fusion Applications session presentation
Get Proactive: Best Practices for System Uptime and Performance
- Oracle Proactive Support
- Get Started with Proactive Support (Video)
- Get Proactive: Best Practices for System Uptime and Performance session presentation
- Why use the Oracle Configuration Manager (OCM) (Video)
- My Oracle Support Health Check Catalog [Doc ID 868955.1]
- Introduction to the new Health Recommendations features in My Oracle Support (Video)
- Oracle Sun System Analysis (O.com)
- Patch Recommendations & Patch Plans (Video)
- Upgrade Planner (Video)
Oracle Configuration Manager (OCM) - go to Collector tab in My Oracle Support portal to access resources and training to learn more and get started using OCM.
Automated Diagnostics / Resolution
Â· ORA-600/ORA-7445 Error Look-up Tool [Doc ID 153788.1]
Â· Oracle Support Lifecycle Advisors [Doc ID 250.1]
- Introduction to the new Certify Search in My Oracle Support (Video)
My Oracle Support Community
Wednesday Mar 07, 2012
By cwarticki on Mar 07, 2012
Great stuff from Oracle's Proactive Support Team. Check it all out. It's a personalized, proactive development plan for 2012
Monday Feb 27, 2012
By cwarticki on Feb 27, 2012
From a recent customer email - SR was closed acknowledging it as a bug. When can I expect the bug to be fixed?
Even though the Service Request is closed, you can track the Bug Status within the Bug Summary content region in My Oracle Support.
- Add the Bug Summary region to your dashboard
- Click the pencil icon and then check the box for show my organizations bugs
- Then, back in that region, mark the bug a favorite
- Now, for push notification, if you go to
Settings Tab > Hot Topics Email, you can turn on several notifications, one of which is, Product Bugs marked as Favorites.
Development rarely gives ETA's on bug fixes unless it's a Sev1 production down. Even then, it's a matter of urgency and not ETA.
Is it a Sev1 bug? Or, is it an Enhancement Request (Sev4)?
Please work with your support engineer and make sure you have documented the impact this bug is having to your business. Make sure that is clearly stated in the SR and the Bug. Behind every technical problem, there is business problem. Does Support and Development understand your business problem?
Also, see the section entitled, What if the Service Request has a Bug Associated with it? that I've written.
Thursday Feb 23, 2012
By cwarticki on Feb 23, 2012
I have a close friend of mine that uses Primavera, a lot. He wasn't aware of the multitude of resources that are available for Primavera users. If you have any to recommend, please submit your comments.
- Primavera: Helper Classes and the Job Manager using the P6
Integration API - February 28, 2012
- Primavera P6 Enterprise - An Overview of Calendars, Durations
and Dates - March 22, 2012
- Administering Contract Management User Accounts: A Technical and Functional Perspective
- Enabling P6 R8.1 Publication Services and Enterprise Reporting
- Learn About the New Features Available in P6 P8.1
- Utilizing the Content Management Functionality within Contract
- Understanding Risk Percentiles in Primavera Risk Analysis
- Overview Of More Complex Security/Access in Oracle Primavera
- Linking Primavera P6 and Contract Management
- Using Oracle Configuration Manager (OCM) to Assist in SR
- Introduction to P6 Web Services
- Methodologies vs. Template Projects
- Understanding the Probabilistic Cash Flow in Primavera
Risk Analysis, and How Resources, Costs, and Their Uncertainty
Can Affect the Results
- P6 System Administrator Tips and Tricks
- P6 Tips and Tricks
- Customizing the User Experience in Primavera Contract
- Using P6 Web Services with Event Notification
- Primavera Technical Forum
- Primavera Community in My Oracle Support (login required)
- Primavera Enterprise Project Portfolio Management Blog
- PGBU Partner
- EPPM Newsletter - Subscribe!
- Follow EPPM on Twitter for news and info
- Several Mix Groups on Primavera - join
- Primavera Podcasts
- Join the Primavera SIG
- Chris Warticki - Global Customer Management
#Oracle News, Info & Support
Wednesday Feb 22, 2012
By cwarticki on Feb 22, 2012
The Proactive Support Center at Oracle Support has created a new note on assisting customers leveraging all the proactive tools, resources and options that exist.
Let us help you solve problems without having to log an SR; streamline and simplify your daily operations; reduce risks and maximize up-time and lower your organizations costs through preventative maintenance. How? By Getting Proactive!
Gotta love those guys in the PSC!
Tuesday Feb 21, 2012
By cwarticki on Feb 21, 2012
I was recently requested to put together a list of SOA Resources for a customer. Sharing with all.
First of all - Start here on OTN - (Thanks Bob R)
Also recently announced is the SOA Information Center on MOS - (Thanks Sean Bailey)
- Product Knowledge & Training
- How to plan for a new installation of Oracle Fusion Middleware 11g
- 9 SOA specific modules FREE on OLN/OBE
- 531 FMW specific modules FREE on OLN/OBE
- 10607 solutions across SOA products
Are weekly emails containing those solutions, bugs and alerts being received?
- Have end-user dashboards been configured properly for push notification?
- 16 Middleware Communities available with shared documents, feedback and patch reviews
- Oracle SOA Suite - Team Blog
- A-Team - SOA Blog
- Oracle FMW - real world examples and experiences
- SOA & BPM Partner Community Blog
- ArchBeat - for Architects
- SOA Mix Groups
- OTN Architecture Forums
- Follow Oracle SOA on Twitter
- Oracle Fusion Middleware (FMW) 11g ID 305.1
- Oracle Fusion Middleware 11g Patching Concepts and Tools
- Patching Oracle FMW 11g
- Using RDA with Oracle SOA Suite 11g
- Troubleshooting Oracle Weblogic Server Hangs
- Remote Diagnostic Agent (RDA) built-in SOA profile or FMW profiles for Data Collection
- Dozens of modules covering SOA & Middleware products
If you have any other useful resources, please submit in your comments below.
Wednesday Feb 08, 2012
By cwarticki on Feb 08, 2012
Security ER's. Enterprise Data Security Assessment. Scope of Support. Terminal dates. Here are a few of the questions that I've fielded over the last few weeks. Sharing with all. Enjoy.
Q: One of my customers said that that a security-related enhancement request can be filed by the customer online. Where this can be done?
A: Any product Enhancement Request has to be created within MOS by creating an SR. Same goes with Reporting Security Vulnerabilities. If you are not a customer and without access to MOS - please email firstname.lastname@example.org with your discovery.
- I found a really cool Security Assessment here. It's free. Take it.
- Q: What's out of scope for Support to cover when working issues?
A: Fundamentally, Support is here to help. Support is not a replacement for Advanced Customer Services, Oracle Consulting nor Oracle University. Support won't install the product for you, teach you how to use the product, nor code customizations. As an aside, in my experience Sql Tuning is also very challenging to troubleshoot.
I also reference customer responsibility as stated in the Technical Support Policies: Your technical contacts are the sole liaisons between you and OSS for technical support of programs. Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the Oracle programs and your Oracle environment...
- Q: When is the terminal release for product x being announced?
A: Development doesn't cough up the terminal release information until they are ready. Never have, never will.
Is it listed anywhere
Monday Feb 06, 2012
By cwarticki on Feb 06, 2012
What do Power Plants have to do with the value of Oracle? Let's wind the clock back to the turn of the 20th century during the start of the industrial revolution.
You see, there wasn't any formal, national, power-grid infrastructure back then. When some manufacturer, textile mill or assembly factory was being built, guess what they also needed to build? Yes - a power plant. And so those businesses whose purpose was to build product X or create service Y, found themselves in the business of generating power. They employed dozens of engineers, technicians and maintenance teams all to literally keep the lights on.
This fact struck me personally, after a dinner conversation with my friend Ron and right afterwards I went to visit one of our awesome customers here in Florida - Florida Power & Light. I was looking at their company history and I was speaking with one of their longtime employees. You see, before they were FP&L, they were an, "..unlikely patchwork of enterprises (that) included small electric generating
plants, ice plants, water, gas, fish, telephone, sawmill and street car
companies, a steam laundry, an ice factory..." Why buy into into that patchwork? Well, it made sense. They each had to generate their own power - especially those refrigeration businesses.
So, what's this have to do with our customers? Their businesses are building product X and creating service Y. The next time they are buying some 3rd party server farm or hiring a bunch of 3rd party implementers or investing in some other technology infrastructure, they are essentially building Power Plants.
Leave the software and hardware value to the experts and professionals at Oracle. Oracle IS the example of how using our software features and functions along with leveraging the technology produces solid ROI. That ROI transcends employees, customers and investors. More on that story later.
Monday Jan 30, 2012
By cwarticki on Jan 30, 2012
Out with the old and in with the new. Ok, so we're a little late. Aren't we all? Is your head spinning round and round? What I'm talking about is MOS. No background music playing Dead or Alive here.
MOS is changing. For those who know, there are two different sites; support.oracle.com and supporthtml.oracle.com The first is Flash based and the second has been available for those that have been unable to use flash. (which would upset my kids' access to Playhouse Disney and Webkinz) No disrespect to either of those sites, but I've wondered why Flash is used for anything other than the entertainment industry. I digress. What's this have to do with My Oracle Support?
Well, I'm glad you asked. The MOShtml version has just underwent a transformation to ADF. Yay!...an Oracle Product in full form. I love it. You should too.
So, where's this headed? Eventually, MOSflash will go away and all users rolled onto one, single, unified support platform. No more CPU spikes. No more laptop fan spinning at a gazillion RPM. (at least for me anyway).
This is great news. It's been a little over 2 years since MetaLink was retired and I won't even go into the storm that occurred on my blog over that one. I'm just elated that it's changing based on all of your continued feedback. Change happens. It takes a little time and some patience.
Many thanks for your patience.
Editors Note: There was an article about the changes posted to the following URL, which was hyperlinked/referenced in my article, but since then has been removed or magically disappeared: http://www.helponmyproject.com/welcome/release-details/release-details/release-19/921-new-my-oracle-support-user-interface-to-replace-html-based-user-interface-this-weekend.html
Thursday Jan 26, 2012
By cwarticki on Jan 26, 2012
Reminder: Based on my previous blog entry on Data Collections - http://blogs.oracle.com/Support/entry/ask_the_support_blogger_he, I'm conducting a FREE Customer Workshop on RDA and DBA Diagnostics TODAY, 2pm EST
Hope to have you there.
Friday Jan 13, 2012
By cwarticki on Jan 13, 2012
I wondered if you might know the "working hours" for Sev 2 and below SRs. Is it 8-5 in the timezone in which the SR was raised? 9-5? Also I assume "business hours" are based on the timezone of the person logging the SR and not some other factor such as where the corporate HQ's time zone (or something odd like that). Thank you!!
Answer: Good question.
Support is available 24x7x365 through our online support portal for severity 1 issues and self service options. For telephone support, normal business hours apply. For further information please refer to the Global Customer Support Contacts Directory located at http://www.oracle.com/support/contact.html.
SRs are routed to the global support center that is open at that time the SR is raised. It's normal business hours in the responding geography when the SR was raised. Whether that is 8-5 or 9-6 all depends on how the product support teams are structured. Those hours can vary by product team and how they are capacitized by shift.
Thursday Jan 12, 2012
By cwarticki on Jan 12, 2012
Hi Chris, I was trying to find the RSS feed link for your "#Oracle News, Info and Support"; I'd like to unsubscribe the email feed and switch to RSS.
Great question. RSS isn't a feature from the service itself, however I have found a solution for you. Go to; http://labs.receptional.com/rss/paper.li/ Put the following into the 3 fields
- cwarticki.li feed
- #Oracle News, Info and Support
Then you can remove yourself from receiving the email and then follow the RSS. This is a great way to reduce your email.
You can also follow me on Twitter and receive notification of the daily release of my newspaper.
Wednesday Jan 11, 2012
By cwarticki on Jan 11, 2012
Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information? My customer wants to know about the release dates of bundle patches in order for them to plan accordingly.
I get a lot of questions asked both internally and from our customers. I'm going to start posting the replies so that all will benefit.
Answer: First, Development rarely, if ever, posts release dates for patch sets
or bundle patches, even single patches for that matter. (unless it's a
Sev1) The Knowledge Base for any Product within My Oracle Support is the
collection of all support-created content (alerts, notes, bulletins,
Configuration of My Oracle Support dashboard (Knowledge Articles section) include items that are content related, either new or revised.
Therefore, if a patchset or major patch is released, then a support engineer would need to create an 'alert' or piece of content in order to be pushed to the Alerts/Knowledge Articles section of MOS. So, support doesn't create a note or alert for every patch that is created. That would be information overload. For patches, they mostly just create them for high-priority patches and patchsets.
Additionally, a customer can subscribe to push email notifications within the Settings > Hot Topics Email within MOS. Doing so, under the Product Monitoring section includes Bugs that Development is working or revised. Upon notification a customer then logs an SR with Support, requests to be attached to the bug, and tracks the status within the Bug Summary field in the Dashboard. Then they can mark those bugs as favorites, which is another notification option in the Hot Topics Email section
For more information on configuration the MOS Dashboard and Email Notifications, click this note
Dashboard Customization (7:18 mins)
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Tuesday Jan 10, 2012
By cwarticki on Jan 10, 2012
Often requested are the documents and policies regarding Oracle Support and VM. Here is a foundational starting point for all on the subject. If you know of others, please submit in the comments.
Read and review the following;
- Oracle Linux and VM Certified Hardware
- Oracle VM General Policy Description [ID 466538.1]
- Oracle VM General Frequently Asked Questions [ID 464756.1]
- Support Position for Oracle Products Running on VMWare Virtualized Environments (Doc ID 249212.1)
- Does OBIEE Provide Support For Virtualization And Virtual Machines Or VMWare (Doc ID 1063937.1)
- Certified Software on Oracle VM [ID 464754.1]
- Entitlement for Oracle VM support
..... If a customer has an Oracle product issue but no Oracle VM support entitlement, the customer will be informed that they lack support entitlement for Oracle VM and that to receive further Oracle product assistance, they will be required to reproduce the issue in a non-virtualized environment.
Customers can participate in the Linux and Virtualization communities that exist:
- Oracle Technology Network - Linux and Virtualization
- Every product is discussed on OTN
- Oracle VM on
- Enterprise Best Practices SIG from IOUG
- My Oracle Support Communities - Linux and VM
- Chris Warticki - Global Customer Management
#Oracle News, Info & Support
Friday Jan 06, 2012
By cwarticki on Jan 06, 2012
Question: Is there any model or definition of the skills/resources that clients
should have to effectively use and support various Oracle products?
looking to do a gap analysis of what they need and what they have, and
to show where Advanced Customer Services can fill the gaps?
I get a lot of questions asked both internally and from our customers. I'm going to start posting the replies so that all will benefit.
Answer: Begin by going to Oracle University and do a job role guided learning path. There's really no model (that I know of), but I've created a decent checklist which is a good starting point for a discussion with your customer. Check this blog article out - 8 Habits of Highly Effective Oracle Support Users
Thursday Jan 05, 2012
By cwarticki on Jan 05, 2012
Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of issues? For instance, if it's a performance issue, they should expect to be asked for AWR reports... so they might as well upload them as early in the process as they can.
I receive lots of questions both internally and from our customers on best practices and resources. I'm going to start posting them here for all to benefit.
Answer: By default - a customer should ALWAYS upload an RDA.
Don't wait for Support to request it. Just give it too us when the SR
is logged. RDA is the most comprehensive Data Collector we have. They
should run via cron job every day as a best practice anyway. Attend my next FREE Customer Workshop on RDA and DBA Diagnostics on January 26th, 2pm EST.
With regards to Performance Data Gathering:
Have the customer begin by having EVERY DBA READ - Oracle Performance Diagnostic Guide (OPDG)
Then, determine if they need to use HANGFG User Guide, OSWatcher User Guide, or LTOM User Guide or all three. If the customer is using a product solution like EM/Grid/Cloud Control then even better. Product solutions help prevent problems. For some FREE training on those products, check out the Oracle Learning Library.
Also, instead of waiting for a webconference to be scheduled and coordinated - have the customer record their problem using CamStudio. Don't log another SR without using it and uploading it at the time the SR is created.
Of course, there's Oracle Configuration Manager (gotta plug that one) and there's a host of other data collector tools listed in my post here. (see #5)
Wednesday Jan 04, 2012
By cwarticki on Jan 04, 2012
A brief about what's what, in and around Oracle.
- An absolute must-read from the "DBA's DBA" Tom Kyte - Tom Kyte’s Resolutions for 2012
I wish I had his audience attendance numbers
- The best place for FREE online training on Database, EM, DevTools, BI and more. It's your personal development plan for 2012 - Oracle Learning Library
- I was surfing around the Oracle Support home page and came across this useful link (that I didn't know existed). Oracle Customer Successes. Search by keyword or by customer.
- Oracle Mix - Bringing like-minded users together, sharing ideas, best practices, and solutions. The operative word here is Mix. Blend, get it? Create your own mix groups if you want. Mix products with products or products with industries. Sign up. Sign in.
- If you're an HR professional you should be subscribed to the Information Indepth Newsletter for HCM. The latest edition can be found here. By the way, OHUG is one of the most powerful usergroups I've worked with over the years. Join it.
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".
Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.
Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services
- Oracle Support Advisor Webcasts - February
- EBS ATG - BI Mobile App Webcast
- EBS 12.2 Information Center
- Best OpenWold EVER!!! Photo-blog
- Oracle Support Best Practices - OpenWorld Session
- EBS: REDUCE Your Downtime Upgrading!
- Friends, Food, and Fun at the My Oracle Support Community Meet Up
- New OpenWorld Sessions: Business Transformation: Getting from Point A to Point B
- Behind the Screen with Oracle Support at OpenWorld
- Meet Brian Peasland - MOS Community Customer Guru