By cwarticki on Sep 27, 2013
The combo of OpenWorld and the America's Cup was epic! This was sooo Ellison-esque. Every customer I spoke with had an amazing time. See you next year.
Here is all the information from my session on Best Practices for Supporting & Managing Oracle Database. The information below is applicable to all users of our products. Take advantage of all of it. It's all included as part of your Premier Support Investment.
Top Reasons for Creating Service Requests
Find it, the First time, FAST!
Research Efficiencies using the Knowledge Base
Diagnostics, Tools & Resources
Get Proactive Portfolio
Database Upgrade Advisors
Database Patching Advisors
Expand Your Circles of Influence
Oracle Technology Network Forums
–Oracle DB/EM Troubleshooting
Important Support Resources
Discover more about Get Proactive: http://www.oracle.com/goto/proactivesupport
MOS Community: Learning Path
Product Information Center (PIC):Database Install, Upgrade and Migration
To the many that attended my session, THANK YOU very much.
See you soon
Global Customer Management
E-Business Suite Applications Technology Group (ATG)
Advisor Webcast Program – April 2013
EBS Diagnostics Overview & Troubleshooting
In this session 2 Support Engineers will give you an overview of the Diagnostics available in the E-Business Suite and they will give you some diagnostic and troubleshooting advises out of their experience dealing with SRs around the Diagnostics.
· What are EBS Diagnostics ?
· Useful EBS Technology Diagnostics (Top 5 ?)
· Diagnostics Demonstration
· How to verify EBS Diagnostics ?
· Troubleshooting Diagnostics
· RDA - How to automatically check OS prerequisites for EBS?
We are driving 2 sessions at the same day now, to give our attendees globally the chance to join the session, which fits best for their timezone.
Date : Tuesday, 23rd April 2013
EMEA Session :
o at 09:00 AM UK / 10:00 AM CET / 13:30 India / 17:00 Japan / 18:00 Australia
o Details & Registration : Note 1536693.1
o Direct link to register in WebEx
US Session :
o at 18:00 UK / 19:00 CET / 10:00 AM Pacific / 11:00 AM Mountain/ 01:00 PM Eastern
o Details & Registration : Note 1536704.1
o Direct link to register in WebEx
If you have any question about the schedules or if you have a suggestion for an Advisor Webcast to be planned in future, please send an E-Mail to Ruediger Ziegler.
Who reads the read-me's anyway? Right? Therefore, here's some very important and useful information. Enhancements & Known Issues for My Oracle Support release 6.5
My Oracle Support now provides a chat feature that enables Oracle Support engineers to contact you through chat about open service requests (SRs). Your chat status is shown in the top right of the My Oracle Support page header. You can change your status to Available or Not Available. If your status is Available, you are visible to Oracle Support engineers.
Service Request Details by Email
You will receive an email notification when an update is made to an SR for which you are listed as a primary or alternate contact. By default, the notification contains a link to the SR sign in My Oracle Support page where you can view the SR details. You can choose to receive the details of the SR update in email (and not just the link to the SR log). When you choose to receive SR details within the notification email, this preferences applies to all of the Support Identifiers (SIs) in your profile. Currently, this feature is available for SRs created in English only. SRs created in other languages may not receive updates in email. Your Customer User Administrator (CUA) must enable an SI for this email feature to allow you to receive the SR details within the notification email.
DO NOT read the following document if you don't want to use this feature!
Oracle Support Document 1543136.1 (Service Request Email Update Notification Enhancement ) can be found at: https://support.oracle.com/epmos/faces/DocumentDisplay?id=1543136.1
Search for Sun Patches
When searching for Sun patches in the 6-2 format, you can use an asterisk (*), the percent sign ( %), or nothing after the - as wildcards in the form XXXXXX-* , XXXXXX-%, or XXXXXX-, for example: 112233-*, 112233-%., or 112233-.
If you are the administrator of an SI, you can:
This community has been set up, and it is moderated, by dedicated Oracle Support Engineers.
We hope you have a great experience here, easily finding what is needed to address your certification concerns.
We encourage you to post your certification questions in our Middleware Certification community. Building rich content in our community will benefit all who use it: finding answers faster, saving valuable time, and increasing productivity.
Thank-you for your participation - your contribution will be the key for growing this Community!
As a customer don't forget to periodically check the Oracle
Events calendar by Industry, Location or Product. Match your needs and interests to
many of Oracle's FREE events that are available.
For those of you on Twitter, Oracle Events is too. Follow them.
Plus, Events is a separate subsection on the Oracle App for iPhone/Android. Check it out also. Check it occasionally to stay in the know.
In addition, don't forget about our many Advisor Webcasts. These advisor webcasts are found on My Oracle Support and are conducted monthly by our global team of Support Engineers.
All of this is part of your Premier Support Investment.
Don't let go to waste. Stay connected. Remain informed. Keep educating yourself.
Global Customer Management
Are you attending any of the Oracle Days and other Events? They are fantastic! Keep track of the Oracle Events by following @OracleEvents on Twitter. Also, stay in the know by subscribing to one of the several Oracle Newsletters. Those will also keep you posted of upcoming in-person and webcast events.
From the Oracle Events website, simply navigate to your geography and refine your options to locate what interests you. You can also perform keyword searches.
Today, I had the opportunity to participate in the Oracle Day & Product Fair in Ft. Lauderdale, Florida
Thanks to those who stopped by to ask your support questions and
watched me demo My Oracle Support features and best practices. (Bob Stanoch, Sales Consulting Manager giving the 2nd keynote address on Exadata below)
It was a pleasant surprise to run into my former Oracle colleague Josh Tieso. Josh (pictured right) is Sr. Oracle DBA at United Healthcare. He used to work for Oracle Support years ago but for the last 6 years at UHC. Josh is a member of the ERP DBA team, working with Exalogic, Oracle ERP R12, & RAC.
Along the exhibit/vendor row, I met with Marco Gangano, National Sales Manager at Mythics. It was great getting to meet Marco and I look forward to working with his company with regards to Support Best Practices.
In addition, Lissette Paez (left) was representing TAM Training. TAM Training is an Oracle University, award-winning training partner. They cover training across the scope of Oracle products with 7 facilities in the U.S. Lissette and I have done a couple of these Oracle Days before. It's great to see familiar faces.
A little while ago, I was down in this area to work with Citrix with an onsite session on Support Best Practices. Pablo Leon and Alberto Gonzalez (right)came to chat with me over at the Support booth.
They wanted to know when I was giving my session.
Unfortunately, not this time guys. I'm on booth duty only.
Keep in touch.
Many thanks to our sponsors: BIAS, Cloudera, Intel and TekStream Solutions.
Come attend one of the many Oracle Days & other events planned for you.
Global Customer Management
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.
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.
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.
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;
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