Tuesday Mar 01, 2016

Fusion Financials (ERP) Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1. ERP Cloud Product Information Page

· ERP Webcast Series

2. EPM Cloud Product Information Page

· EPM Webcast Series

3. ERP / PPM Documentation and Resources

4. Oracle Cloud Learning Library

5. ERP Cloud Learning Subscription

6. Oracle University – Fusion Applications Training

7. Cloud.Oracle.com – Oracle Cloud Portal (Subscription and Services Admin)

ERP Cloud - Applications Customer Connect

Personalize My Oracle Support Experience

· Setup Proactive Alerts and Notifications

· Customize your MOS Dashboard

Collaborate. Communicate. Connect

· Subscribe to Cloud and SaaS, Newsletters

· Enterprise Performance Management News

· Oracle Mobile App – News, Events, Mobile MOS, Videos etc

· Oracle Support's ERP Community

SOCIAL Circles of Influence

· Cloud Solutions Blog

· Oracle Applications Blog

· ERP Cloud Forum Twitter

· OraERP.com

· YouTube – ERP Cloud

· Oracle Cloud Zone

· Oracle Cloud Marketplace

· Cloud Café (Podcasts)

KNOW Support Best Practices

Oracle Support Document 104.2 (Information Center: Fusion Financials)

Oracle Support Document 1456185.1 (Get Proactive with Oracle Fusion Applications

Oracle Support Document 1338511.1 (What Diagnostic Tests Are Available For Fusion Financials)

Oracle Support Document 1359493.1 (What Diagnostic Tests Are Available for Oracle Fusion Project Portfolio Management

View and EXECUTE the list of diagnostic tools for this product

Engage with Oracle Support

1. Upload ALL reports if logging a Service Request

2. Leverage Oracle Collaborative Support (web conferencing)

3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

4. Request Management Attention as necessary

Thursday Feb 25, 2016

Sales Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1. Sales Cloud Product Information Page

2. Modern CRM Product Information Page

3. Sales Cloud Documentation and Resources

4. Sales Cloud Release Readiness

5. Sales Cloud Learning Library

6. Sales Cloud Learning Subscription

7. Oracle University – Fusion Applications Training

8. Cloud.Oracle.com – Oracle Cloud Portal (Subscription and Services Admin)

Sales Cloud - Applications Customer Connect

Personalize My Oracle Support Experience

· Setup Proactive Alerts and Notifications

· Star Favorite: Information Center: Oracle Fusion Applications - Oracle Sales Cloud

· Customize your MOS Dashboard

Collaborate. Communicate. Connect

· Subscribe to Cloud and SaaS, Newsletters

· Sales News

· Oracle Mobile App – News, Events, Mobile MOS, Videos etc

· Oracle Support's Sales Cloud Community

o Alerts

o Popular Documents

o Information Center: Oracle Fusion Sales

o Information Center:Fusion Applications ADFDI

o Information Center: Trading Community Model for Fusion CRM Product V1.0

o Information Center: Installing Oracle Fusion Sales

o Information Center: Troubleshooting Oracle Fusion Sales Catalog

o Information Center: Oracle Fusion Sales Catalog

o Information Center: Troubleshooting Oracle Fusion Sales Forecasting

o Information Center: Using Oracle Fusion Territory Management

o Information Center: Patching Oracle Fusion Territory Management

o Information Center: Overview - Oracle Fusion Territory Management

SOCIAL Circles of Influence

· Oracle Sales Cloud - Twitter

· Cloud Solutions Blog

· Oracle Applications Blog

· YouTube – Sales Cloud

· Oracle Cloud Zone

· Oracle Cloud Marketplace

· Cloud Café (Podcasts)

Engage with Oracle Support

1. Upload ALL reports if logging a Service Request

2. Leverage Oracle Collaborative Support (web conferencing)

3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

4. Request Management Attention as necessary

Tuesday Feb 23, 2016

Service Cloud (RightNow) Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1. Service Cloud Product Information Page

· Watch Service Cloud in action

· Quick tour

· Release Readiness

2. Training on the PRODUCT - Service Cloud (RightNow) Training

· Service Cloud Learning Center

· Oracle Cloud Learning Library

· Oracle Service Cloud (RightNow) Social Experience Administration Collection

Service Cloud Learning Subscription - The learning subscription is organized into these channels:

· What's New

· Getting Started

· Administer and Implement

· Extensibility

· Use

· Analytics and Reports

· Coexist

· Collaborate

3. Oracle Cloud Portal (Subscription and Services Admin)

· Demos & Videos

· Service Data Sheets

· White Papers

· Documentation

4. Service Cloud (RightNow) Support Portal

  • Email Preferences

  • Support Notifications

  • Community Subscriptions

  • Expand your Network

5. Subscribe to Cloud, CX and SaaS, Newsletters

6. Service Cloud - Applications Customer Connect

Oracle Mobile App – News, Events, Videos etc

SOCIAL Circles of Influence

· Oracle Service Cloud

· Oracle Service Cloud Support

· Oracle Cloud Zone

· Oracle Cloud Marketplace

· Cloud Café (Podcasts)

· Oracle Customer Experience Blog

Engage with Oracle Support:

· Upload any necessary reports if logging a Service Request

· Leverage Oracle Collaborative Support (web conferencing)

· Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

Wednesday Feb 10, 2016

SRM Social Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1.SRM Social Product Information Page

2. YouTube - SRM Training

3. Training on the PRODUCT

Personalize My Oracle Support Experience

1. Setup Proactive Alerts and Notifications

2. Customize your MOS Dashboard

3. Remain in the Know

Collaborate. Communicate. Connect

1. Oracle Mobile App – News, Events, Mobile MOS, Videos etc

2. Social Cloud - Applications Customer Connect

3. OPN Social Cloud Community

4. Oracle Support's SRM Community

SOCIAL Circles of Influence

1. Oracle Social

2. Oracle Cloud Zone

3. Oracle Cloud Marketplace

4. Cloud Café (Podcasts)

5. Social Spotlight Blog

6. Oracle Social - FB

7. Oracle Customer Experience Blog

Engage with Oracle Support

1. Upload ALL reports if logging a Service Request

2. Leverage Oracle Collaborative Support (web conferencing)

3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

4. Request Management Attention as necessary

Wednesday Oct 14, 2015

Ramp Up with Support Services at Oracle OpenWorld

Ramp Up with Support Services at Oracle OpenWorld

With over 500 experts on hand to help our customers, Oracle Support Services will be front and center at Oracle OpenWorld 2015. Come to the Moscone Center and Palace Hotel October 25–29, and learn best practices to help optimize your Oracle technology and increase the value of your Oracle products and services.

If you or others in your organization will be attending Oracle OpenWorld this year, take a moment to review the available Support Services sessions, events, and demonstrations.

If You'll be Attending

Learn about the must-see conference sessions and networking events hosted by Oracle Support Services, including hands-on, interactive demos and training.

Sessions

Discover 50+ sessions that highlight the depth and breadth of Oracle's Support Services portfolio, and see how other customers are driving success with Oracle Support tools and resources.

  • Best practices for supporting and upgrading Oracle hardware and software, including how to utilize all the features and entitlements of Oracle Premier Support
  • Best practices, tips, and customer examples for how to leverage mission-critical support delivered by Oracle Advanced Customer Support
  • How customers are leveraging Oracle Consulting for faster adoption and ROI to help them succeed using the Oracle stack
  • How organizations are developing sharper, smarter, faster strategies which help them grow and meet today's changing business requirements with modern business platforms that drive innovation, create value, lower cost, and reduce risk

Oracle University Trainings

Explore 18 single-day, pre-conference training sessions offered by Oracle University on Sunday, October 25 covering popular Oracle technology topics, all taught by expert instructors.

See available training sessions on the Oracle University OpenWorld site.

Networking Events

If you're an Oracle Premier Support customer, come see us on Monday, October 26 at the sixth annual My Oracle Support Monday Mix. Relax and network with Oracle support engineers, support managers, and other Oracle customers starting at 6 p.m. PT. Find out more about the Monday Mix event and venue here.

Meet us in the Support Stars Bar and Mini-Briefing Center in Moscone West Exhibition Hall, booth 3361. Work one-on-one with some of Oracle's best to get answers to your support questions. Attend a 10-minute mini-briefing and get entered to win prizes!

DEMOgrounds

DEMOgrounds feature live demonstrations focusing on specific Oracle products and solutions across the Moscone Center and other event venues.

Based on your Oracle products and services, visit a DEMOgrounds area appropriate to you:

Product Location Booth
Oracle Database Moscone South 122
Oracle HCM and Fusion HCM Palace Hotel Sunset Court
Middleware Moscone South 106
My Oracle Support & Proactive Tools Moscone West 3161
(next to the Stars Bar)
Oracle PeopleSoft Palace Hotel Sunset Court
Server / Storage Moscone South 737

Other Featured Support Services Demonstrations

In addition to the DEMOgrounds, Oracle Support Services will be offering specialized informational demos around maximizing Oracle Support resources and tools during convention hall hours.

Program or Service Area Title Location
HCM - Fusion Applications Maximize Your Investment in Oracle HCM Cloud Services Support Palace Hotel, Sunset Court
ERP - Fusion Applications Maximize Your Investment in Oracle Enterprise Resource Planning Cloud Services Support Moscone West, Level 1 ERP Showcase
PaaS Maximize Your Investment in Oracle Technology Cloud Services Support Moscone South, Oracle Cloud Platform and Infrastructure Showcase
Platinum Services Oracle Platinum Services: Extreme Support for Engineered Systems Moscone North, Lower Lobby, Engineered Systems Showcase (at the bottom of the escalator)
Oracle Consulting (Announced at the event) Moscone West, ERP Showcase
Oracle Advanced Customer Support (Announced at the event) Moscone South, Oracle Database DEMOgrounds (area 122)

Additional Links

Tuesday Sep 22, 2015

HCM Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT.

Remain a student of the product.

1. HCM Cloud PRODUCT Information Page

2. HCM Cloud Documentation Learning Center

3. Get trained on the PRODUCT – HCM Cloud

4. Oracle Learning Library

a.HCM Cloud Library

Personalize My Oracle Support Experience

1. Setup Proactive Alerts and Notifications

2. Customize your MOS Dashboard

3. Remain in the Know – Subscribe to Cloud and HCM Newsletters

Collaborate. Communicate. Connect

1. Oracle Mobile App – News, Events, Mobile MOS, Videos etc

2. Applications Customer Connect

3. My Oracle Support Community

a. Fusion HCM Cloud Community

b. Human Capital Management (HCM)

c. Taleo Knowledge Community

d. Taleo Enterprise

e. Taleo Business

f. Taleo Learn

SOCIAL Circles of Influence

1. Oracle HCM

2. Oracle Cloud Zone

3. Taleo

4. HCM Talk Radio (Podcasts)

5. Cloud Café (Podcasts)

Engage with Oracle Support

1. Upload ALL reports if logging a Service Request

2. Leverage Oracle Collaborative Support (web conferencing)

3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

4. Request Management Attention as necessary


Tuesday Jun 30, 2015

Health Sciences Partner Support Best Practices & Resources

Thanks to all of our Health Sciences Partners that joined today's webcast on Support Best Practices and Resources.
Below is the leave-behind list of all the links to the information discussed.

First – The #1 investment is the product itself, therefore be a student of the product

OTN for Health Sciences Documentation
Healthcare Applications Training
Health Sciences Documentation
Life Sciences Applications Training
Health Sciences Knowledge Zones

Oracle University
All Product-specific landing pages
Oracle Learning Library aka, Oracle By Example – 6000+ Free Tutorials/Demos
Public list of all available webconferences
Advisor Webcast Current Schedule and Archives too from Support (ID 740966.1)
Oracle E-Business Suite Transfer of Information (TOI) courses (ID 807319.1)
Information about the functional changes in Release 12.1 and Release 12.1.x Release Update Packs (RUPs).

#2 – Remain In-the-Know from Oracle Support and Oracle Corporation

Setup Hot-Topics emails from My Oracle Support
Subscribe to available Newsletters from major product lines and technologies
Events & Webcasts Schedule and Archives
Product Support Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support

Customize your Dashboard & use Powerviews

#4 – FIND it, the FIRST time, FAST!

Use the Knowledge Browser in My Oracle Support
Check out available Product Information Centers, like the one for OC/RDC
Know what Support knows with 100% certainty whether you need to open a Service Request or not.

#5 – Leverage ALL the available Diagnostics tools and Scripts

Proactive Support Porfolio - Categorical List of all Tools, Diagnotics, Scripts and Best Practices (by Product Family)
Configuration Manager
Install - Remote Diagnostic Agent (RDA) for Database, Server Tech & other Products
Over 25 built-in tools and tests. Over 80 seeded profiles
Ora-600/7445 Internal Errors Tool
Performance Diagnostics Guide and Tuning Diagnostics
PL/SQL Tuning Scripts

Install - EBusiness Diagnostic Support Pack for Applications

PSFT – Change Assistant
PSFT – Change Impact Analyzer
PSFT – Performance Monitor
PSFT – Setup Manager

JDE – Change Assistant
JDE – Configuration Assistant
JDE – Support Assistant

Guardian Resource Center

SUN Systems Mgmt & Diagnostic Tools
Oracle ASR Product Page
Oracle STB Product Page
Oracle Sun System Analysis Product Page
Oracle Oracle Shared Shell Product Page
Oracle Secure File Transport
Oracle Hardware Service Request Automated Diagnosis
Oracle Validation Test Suite
PC Check
Oracle Hardware Installation Assistant
Oracle Hardware Installation Assistant Product Page
Cediag Memory DIMM Replacement Management Tool

#6 – Engage with Oracle Support

Check Configuration Manager Healthchecks and Patch Recommendations
Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (432.1)
Upload ALL reports if logging a Service Request
Leverage Oracle Collaborative Support (web conferencing)
Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)
Request Management Attention as necessary

#7 – Expand your Circles of Influence

Facebook: Oracle Health Sciences

Linkedin: Oracle in Healthcare and Life Science

Twitter: Oracle Health Sciences on Twitter

YouTube: youtube.com/OracleHealthSciences

#8 – Understand Oracle Support Policies and Processes

All Technical Support Policies
Lifetime Support Policy
Oracle Support Technical Support Policies
Database, FMW, EM Grid Control and OCS Software Error Correction Policy
Ebusiness Suite Software Error Correction Policy

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

Wednesday Jun 10, 2015

Oracle Product Support Advisor Webcasts June 2015

Oracle Corporation flag1
Oracle Product Support Advisor Webcasts
June 2015
flag2
shadow1 flag3

This Month:


Oracle Product Support Advisor Webcasts for June
shadow1
dial Dear Valued Support Customer,

We are pleased to invite you to our Advisor Webcast series for June 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products.

 To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;

Many of the Oracle Product Support teams maintain support blogs. You may access the Support Blogs directly, or via the Product Support Blog Index. Watch this short video to see how to subscribe to a support blog of interest.

Sincerely,
Oracle Support

shadow2
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pen June Featured Webcasts by Product Area:
CRM Preparing Certificates for SISNAPI Encryption in Siebel June 18
Enroll
Database How to Resolve Patch Conflicts with MOS Conflict Checker? June 23
Enroll
E-Business Suite How to Understand and Resolve Mismatches Between APCC Reports and ASCP Data June 11
Enroll
E-Business Suite eAM GIS Integration Options June 18
Enroll
E-Business Suite Outside Processing (OSP) for OPM in 12.2.4 June 23
Enroll
E-Business Suite Work In Process Scrap - Costing Overview June 24
Enroll
Eng System Advanced Customer Support (ACS) - Solution Support Center for Engineered Systems June 30
Enroll
JD Edwards JD Edwards World: Payroll & HR General Outline & Navigation - JDE World Payroll & HR Basics Part1/14 June 18
Enroll
JD Edwards JD Edwards EnterpriseOne: P41203 Lot Management Workbench (Trace/Track Inquiry) Functionality June 23
Enroll
JD Edwards JD Edwards World: Costed Routing (P30208) in Manufacturing June 24
Enroll
JD Edwards JD Edwards EnterpriseOne:Troubleshooting Tips for AS400 related issues June 25
Enroll
Middleware WebCenter Content - All about Oracle Text Search (OTS) June 24
Enroll
Oracle Business Intelligence OBIEE11g セキュリティ概要とトラブルシューティング (Japanese Only) June 24
Enroll
PeopleSoft Enterprise Using the Affordable Care Act Component Interface June 24
Enroll
Hardware and Software Engineered to Work Together
Copyright © 2015, Oracle Corporation and/or its affiliates.
All rights reserved.
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Friday May 01, 2015

Oracle Product Support Advisor Webcasts - May

Oracle Corporation
Oracle Product Support Advisor Webcasts
May 2015

shadow1

This Month:


Oracle Product Support Advisor Webcasts for May
shadow1
dial Dear Valued Support Customer,

We are pleased to invite you to our Advisor Webcast series for May 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts:
Many of the Oracle Support product teams maintain support blogs. You may access the Support Blogs directly, or via the Product Support Blog Index. Watch this short video to see how to subscribe to a support blog of interest.

Sincerely,
Oracle Support

shadow2
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pen May Featured Webcasts by Product Area:
CRM Introduction To Siebel TaskUI May 21
Enroll
Database Oracle数据库12c - Dataguard新特性 (Oracle Database 12c - Dataguard New Features) - Mandarin only May 21
Enroll
Database Oracle 12c: Datapump New Features May 21
Enroll
E-Business Suite Understanding the Output of the Discrete Job Value Report May 12
Enroll
E-Business Suite Demantra Certification. Are you attempting to get certified? Lets walk through the process! May 13
Enroll
E-Business Suite Utilizing API For Pick Release And Ship Confirm May 19
Enroll
E-Business Suite Getting Started with Document Sequencing in Oracle Receivables May 20
Enroll
E-Business Suite Basic Troubleshooting Information for Duplicate Sales Order Transactions Stuck in Inventory Tables May 20
Enroll
E-Business Suite An Overview of Construction Estimates in R12 May 21
Enroll
E-Business Suite A Diagnosis on OPM - ASCP Data Collection Entities May 26
Enroll
Eng System Exadata 的磁盘管理和故障排除技巧 (Exadata Disk Management and Troubleshooting tips) - Mandarin only May 20
Enroll
Fusion Applications Want to find out All secrets on GRC Transaction User Defined Objects? May 7
Enroll
Fusion Applications Understanding Required Setup and Approval Rules for Invoice Approval Workflow May 14
Enroll
Fusion Applications Overview on Fusion Business Intelligence : Lets shed some light on OTBI & OBIA May 20
Enroll
JD Edwards JD Edwards World and EnterpriseOne HCM Affordable Care Act (ACA) Updates May 5
Enroll
JD Edwards JD Edwards EnterpriseOne: Periods of Supply explained May 6
Enroll
JD Edwards JD Edwards World -Troubleshooting Sales Update P42800 May 7
Enroll
JD Edwards JD Edwards EnterpriseOne – Understanding Taxes in Accounts Payable and Accounts Receivable May 14
Enroll
JD Edwards JD Edwards World: Approvals Management for Procurement May 19
Enroll
JD Edwards 0JD Edwards EnterpriseOne Cash Basis Accounting May 21
Enroll
JD Edwards JD Edwards World: Troubleshooting Fixed Assets when Upgrading from A7.3 to A9.x May 26
Enroll
JD Edwards JD Edwards World: Advanced Pricing Formulas and Variable Tables May 28
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Using Lot Status Groups to Segregate Inventory May 13
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Automating Timecard Creation With Timecard Templates May 20
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Compensation Management Fundamentals May 27
Enroll
PGBU PGBU Unifier Tips and Tricks Advisor Webcast May 6
Enroll
PeopleSoft Enterprise Knowledge Center Load Balancing May 12
Enroll
PeopleSoft Enterprise PeopleSoft Payroll for North America – Setup and Troubleshooting for Pennsylvania Act 32 May 12
Enroll
PeopleSoft Enterprise Financial Aid Regulatory 2015-2016 Release 3 (9.0 Bundle #37) May 13
Enroll
PeopleSoft Enterprise PeopleSoft Enterprise Support for Crystal Reports May 19
Enroll
Hardware and Software Engineered to Work Together
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All rights reserved.
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Tuesday Apr 21, 2015

The investment is all about the PRODUCT, the PRODUCT, the PRODUCT.

Everyone wants to know where the 22% of the value of the Support investment goes?  I on the other hand, would like to know where the value of the 78% of the Product investment went?  It's quite easy to share with you the entire inventory of assets, resources, tools and best practices when it comes to the value of the support investment.

Let's talk Product for a moment. Take the Database for example.  Review the 40+ features in the Enterprise Edition.  How many are you using?  Most customers are using LESS THAN 10% of those features.  It's like having a very expensive excel spreadsheet one would like to call a database, and run very costly queries from it.  Are you capitalizing on the 9 Application Development Features?  Have you been running the same old SQL statements without taking advantage of the years worth of SQL improvements built-in to the the product?  Let's throw the Security card.  Nobody wants to wind up on the front page, nor on the 6 o'clock news because they just had a data breach.  But, are you utilizing the 6 Security Defense features?

Where am I headed with this?  Training.  That's where.
In the last decade, across the global economy, the first budget that was cut was training.  During my informal polls when working with our customers, they haven't taken a 3-5 day instructor-led class on the current version of the product in over 5-7 years!   I've met DBA's managing 12c the same way they installed and managed v6-7 of the RDBMS.

There is help. There are resources:

Back to the investment made in Oracle.  And, the re-investment.  2/3 of the Support investment goes back into R&D.  Billions of dollars every year.  Leverage the features and functions found within your Products.  Once you do, you gain efficiencies.  When efficiencies are gained, profitability is realized.  Oracle IS the example for using our own products, features and functions.  Oracle turned a dividend to the share holder in the company's 30th anniversary and continues to do so, in what some would term one of the most turbulent global economies ever.

The investment is in the Product, the Product, the Product.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki

Monday Apr 13, 2015

Request Support Management Attention (SR Attention)

In today's world, everybody wants the answer yesterday.  Everything seems to require immediate attention.  But, what is requesting support management attention all about? Do you have a Support delivery concern? Are your expectations not being met nor understood? Request for Support Management Attention will help.  The shortest path to least resistance regarding any technical service request is Support Management Attention – first and always.   Until you’ve spoken to a manager from Oracle Support, how does Oracle Support know where/when the service gap is and how to remedy it? 

Side note: (Escalation, formerly known as the Duty Manager Process, has always been defined as speaking with the manager where the Service Request resides.  Escalation has never meant immediate resolution.  It's not a check-box.  Escalation is not the solution, it's a component of the conversation.)  Does that surprise you? Read on.

Here’s how it works;

Step 1 - Insert the template below into the Service Request, including all **** lines. This will ensure correct visibility and content.
******************* Management Attention Request *******************
Reason for request, including business impact of the problem that requires management attention
Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone
Name of the customer requesting callback; contact information: phone number, pager, email address
******************* Management Attention Request *******************
Step 2 – Call the Global Support 800#.  You may choose #1 for Existing SR or #2 for New SR.
Step 3 – Request Support Management Attention. "The magical phrase that pays":  Here is my existing Service Request #, I would like to speak with and receive a callback from the Support Manager. This used to be called the Escalation/Duty Manager 9+ years ago.
Step 4 – Your contact information will be verified and the Support Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle Support strives that the Support Manager shall respond with a sense of urgency and contact you back in 30 minutes or less.

Here’s what NOT to do:

  • Don't log a Severity 1 SR and then immediately request to speak to a Support Manager.  Give Support a chance to begin work.
  • Don’t choose the option to speak to the support engineer if your intending to speak with a manager.  Choosing that option will route you to the support engineer, or their voicemail.
  • Don’t call the 800# and request a Severity 1 or Severity increase. Severity 1 is reserved for production down 99% of the time.
  • Don’t update your Service Request to initiate escalation. This is not recommended. Oracle doesn’t have a batch job running to look for keywords in SRs. Call us!  Then, update your Service Request for your own documentation purposes.
  • Don’t call your sales team, account team, or anyone else in your rolodex of Oracle business cards. They can’t solve your technical problem. You might as well try posting to your Facebook friends. There’s no backdoor to this process.
  • Don’t request your support engineer to jump on some bridge call. Bridge calls are for managers to keep busy. Keep the technical team troubleshooting. The motto for bridge calls is; “When all is done and said, a whole lot more is said than ever done!” 
    • If you have such a requirement for a bridge call, the best practice is to document the SR with the bridge call information and then initiate Request for Support Management Attention.  Remember, the engineer is multi-tasking, they aren't waiting around to join a bridge call.  The Support Manager will respond and most likely even join the bridge call and then resource the issue as appropriate.

Here’s how it plays out:  DON’T HANG UP with any manager until you know these 3 things:

  • Management Contact:
    • Once identified, the Support Manager, for the team where the SR resides, will call you back to discuss the technical details and review the Service Request with you.
      • Don't hang up until you have the manager's contact information. (name, email address, office phone)
  • Action Plan:
    • Work up an agreed upon action plan (WHO is going to do WHAT, by WHEN)
    • At this time, discuss any concerns you have. (time to respond, time to resolve, technical direction, key milestones at risk, etc.) Nobody is getting in trouble here. Let us know how we can serve you better.
    • Discuss current status and if the situation deems escalated or not.
    • Discuss appropriate severity
    • As a customer, document the action plan in the Service Request.
      Document, “I just spoke to so-n-so and we agreed to the following”
      The support manager should be doing the same.
  • Communication Plan:
    • Know when the next follow-up will be. Is follow up necessary? Discuss it.

There are two things the Support Manager can do that nobody else in Oracle can - Support Managers have control of the resources and time of the support engineers. They may reassign it to someone else on the team. They may free up the time of the current engineer to devote more time to your problem. They will review what can and can’t be accommodated. That’s why you shouldn’t call anyone else.

If your boss asks you about that Service Request and you tell them that you requested Support Management Attention, remember that they can reply with; Oh, you requested management attention, then who did you speak too? What’s their name? Better yet, let’s contact them and find out the status of what we need to know. Or, come into my office and let’s crack open the Service Request and see the details of what you spoke about.

What if the Service Request has a Bug Associated with it?

Good question. While discussing your Action Plan, request from the Support Manager to coordinate a call with Development Management. Remove the engineers and developers from the mix and go direct to the managers who control both of these resources. Let Development Management know how this bug is affecting your business. That Development Manager will give it to you straight if a fix is feasible or not. Please don't do this for enhancement requests.  Utilize the UserGroups, the ER Voting System and associated CABs and SIGs.

What if I’ve done what you’ve prescribed and it didn’t work?

Nobody is perfect. Oracle strives to achieve 100% satisfaction.

Simply call the 800# again, state either the support manager you’ve spoken too isn’t able to help you, or the request for callback wasn’t returned, then request to speak to the next level of management (Sr. Manager, Director and then VP level, if necessary)

It should be that simple. Really, it is. As a former manager from Database support, we take a lot of pride in, and hold ourselves accountable to this valuable process.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki

Tuesday Mar 03, 2015

My Oracle Support Essentials Webcasts - March

Oracle Product Support Advisor Webcasts
March 2015

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This Month:


Oracle Support Advisor Webcast Series for March 2015
shadow1
dial Dear Valued Support Customer,

We are pleased to invite you to our Advisor Webcast series for March 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;
If you prefer to read about current events, Oracle Premier Support News provides you information, technical content, and technical updates from the various Oracle Support teams. For a full list of Premier Support News, go to My Oracle Support and enter Document ID 222.1 in Knowledge Base search.

Sincerely,
Oracle Support

shadow2
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pen March Featured Webcasts by Product Area:
Database Materialized view basics,architecture and internal working March 24
Enroll
E-Business Suite Overview of Accounting for Across Organization Transaction Cycles Part 3 of 3 March 10
Enroll
E-Business Suite Demantra, Are you importing Legacy data in Ascii flat files or Oracle Tables? March 11
Enroll
E-Business Suite Advanced Supply Chain Planning, Collaborative Planning, and iSupplier Flow and Demonstration March 12
Enroll
E-Business Suite Inventory Sales Order Flow and Troubleshooting – R12 March 18
Enroll
E-Business Suite Understanding &Troubleshooting Receipts APIs In Oracle Accounts Receivable March 19
Enroll
E-Business Suite Use of Forecasting in Enterprise Asset Management (eAM) March 19
Enroll
E-Business Suite Understanding Lead Times in Oracle Work In Process March 25
Enroll
JD Edwards JD Edwards World: Understanding Multi-Currency Intercompany Entries in A/P a! nd A/R March 10
Enroll
JD Edwards JD Edwards World A9.x Language Upgrade March 17
Enroll
JD Edwards JD Edwards EnterpriseOne: Overview of Voucher Match Automation March 18
Enroll
JD Edwards JD Edwards World: Introduction to Sleeper March 19
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JD Edwards JD Edwards World A9.3 Security - Play it Safe. Don’t let your Environment be a Target. March 24
Enroll
JD Edwards JD Edwards EnterpriseOne: Getting to know the NEW Distribution Mobile Applications (Introduction) March 31
Enroll
JD Edwards EnterpriseOne EnterpriseOne Table Conversion information and Troubleshooting for Upgrades March 3
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Working with Change Requests March 4
Enroll
JD Edwards EnterpriseOne Benefit Enrollment Fundamentals: Setting Up Enrollment Parameters, Dates Codes and Defining Eligibility March 11
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne:The 5 Essentials Keys To Understanding Fiscal/Anniversary Rollover (Leave Balance Rollover) March 25
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JD Edwards EnterpriseOne JD Edwards EnterpriseOne Manufacturing Commitment Processing March 26
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JD Edwards World JD Edwards World: Overview of Payroll Journal Entries March 5
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Middleware WebLogic Server - リクエスト応答遅延の調査に必要な情報 (Japanese Only) March 11
Enroll
Middleware WebCenter Content 11g Clusters March 11
Enroll
PeopleSoft Enterprise PeopleSoft HCM Updates for the Affordable Care Act March 25
Enroll
PeopleSoft Enterprise Using PeopleSoft Update Manager (PUM): Top Topics March 31
Enroll
Hardware and Software Engineered to Work Together
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All rights reserved.
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Tuesday Jan 06, 2015

My Oracle Support Essentials Webcasts

My Oracle Support Essentials Webcasts

January 2015

Webcast My Oracle Support Essentials


Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. Available to you as an Oracle Support user free of charge, these seminars, available in multiple languages and in different time zones, help ensure you optimize the value offered by Oracle Support.

Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live My Oracle Support Essentials webcasts schedule.

LIVE WEBCASTS

Webcast Language US Eastern Central Europe Singapore Register
Customer User Administration English Jan 19, 09:00 PM Jan 20, 03:00 AM Jan 20, 10:00 AM Register
Jan 20, 04:00 AM Jan 20, 10:00 AM Jan 20, 05:00 PM Register
Jan 20, 11:00 AM Jan 20, 05:00 PM Jan 21, 12:00 AM Register
Spanish Jan 20, 10:00 AM Jan 20, 04:00 PM Jan 20, 11:00 PM Register
Finding Answers in My Oracle Support English Jan 20, 09:00 PM Jan 21, 03:00 AM Jan 21, 10:00 AM Register
Jan 21, 04:00 AM Jan 21, 10:00 AM Jan 21, 05:00 PM Register
Jan 21, 01:00 PM Jan 21, 07:00 PM Jan 22, 02:00 AM Register
French Jan 21, 10:00 AM Jan 21, 04:00 PM Jan 21, 11:00 PM Register
Portuguese Jan 21, 07:30 AM Jan 21, 01:30 PM Jan 21, 08:30 PM Register
Spanish Jan 21, 10:00 AM Jan 21, 04:00 PM Jan 21, 11:00 PM Register
Introduction to Premier Support English Jan 13, 09:00 PM Jan 14, 03:00 AM Jan 14, 10:00 AM Register
Jan 14, 04:00 AM Jan 14, 10:00 AM Jan 14, 05:00 PM Register
Jan 14, 01:00 PM Jan 14, 07:00 PM Jan 15, 02:00 AM Register
Spanish Jan 14, 10:00 AM Jan 14, 04:00 PM Jan 14, 11:00 PM Register
My Oracle Support Basics English Jan 14, 09:00 PM Jan 15, 03:00 AM Jan 15, 10:00 AM Register
Jan 15, 04:00 AM Jan 15, 10:00 AM Jan 15, 05:00 PM Register
Jan 15, 01:00 PM Jan 15, 07:00 PM Jan 16, 02:00 AM Register
French Jan 15, 10:00 AM Jan 15, 04:00 PM Jan 15, 11:00 PM Register
Portuguese Jan 15, 07:30 AM Jan 15, 01:30 PM Jan 15, 08:30 PM Register
Spanish Jan 15, 10:00 AM Jan 15, 04:00 PM Jan 15, 11:00 PM Register
Oracle Cloud Support English Jan 12, 09:00 PM Jan 13, 03:00 AM Jan 13, 10:00 AM Register
Jan 13, 04:00 AM Jan 13, 10:00 AM Jan 13, 05:00 PM Register
Jan 13, 01:00 PM Jan 13, 07:00 PM Jan 14, 02:00 AM Register
Spanish Jan 13, 10:00 AM Jan 13, 04:00 PM Jan 13, 11:00 PM Register
Service Request Flow and Best Practices English Jan 26, 09:00 PM Jan 27, 03:00 AM Jan 27, 10:00 AM Register
Jan 27, 04:00 AM Jan 27, 10:00 AM Jan 27, 05:00 PM Register
Jan 27, 01:00 PM Jan 27, 07:00 PM Jan 28, 02:00 AM Register
French Jan 27, 10:00 AM Jan 27, 04:00 PM Jan 27, 11:00 PM Register
Portuguese Jan 27, 07:30 AM Jan 27, 01:30 PM Jan 27, 08:30 PM Register
Spanish Jan 27, 10:00 AM Jan 27, 04:00 PM Jan 27, 11:00 PM Register
Support Configuration Based Services Essentials English Jan 27, 09:00 PM Jan 28, 03:00 AM Jan 28, 10:00 AM Register
Jan 28, 04:00 AM Jan 28, 10:00 AM Jan 28, 05:00 PM Register
Jan 28, 01:00 PM Jan 28, 07:00 PM Jan 29, 02:00 AM Register
Spanish Jan 28, 10:00 AM Jan 28, 04:00 PM Jan 28, 11:00 PM Register
Understanding Support Identifier Groups English Jan 20, 12:00 AM Jan 20, 06:00 AM Jan 20, 01:00 PM Register
Jan 20, 07:00 AM Jan 20, 01:00 PM Jan 20, 08:00 PM Register
Jan 20, 01:00 PM Jan 20, 07:00 PM Jan 21, 02:00 AM Register
Spanish Jan 20, 12:00 PM Jan 20, 06:00 PM Jan 21, 01:00 AM Register
Using the My Oracle Support Community Platform English Jan 21, 09:00 PM Jan 22, 03:00 AM Jan 22, 10:00 AM Register
Jan 22, 04:00 AM Jan 22, 10:00 AM Jan 22, 05:00 PM Register
Jan 22, 01:00 PM Jan 22, 07:00 PM Jan 23, 02:00 AM Register
Spanish Jan 22, 10:00 AM Jan 22, 04:00 PM Jan 22, 11:00 PM Register

You may visit My Oracle Support for schedules of other live seminars. To see current local times around the world, visit world clock.

RECORDED TRAININGS

The following recorded My Oracle Support Essentials Webcasts can be viewed on demand. You may refer to Note 603505.1 for other available topics and recordings.


Topic Language View
Customer User Administration English View
Finding Answers in My Oracle Support English View
Hardware Support Best Practices English View
My Oracle Support Basics English View
My Oracle Support New Features English View
Oracle Cloud Support English View
Service Request Flow and Best Practices English View
Support Configuration Based Services Essentials English View
Understanding Support Identifier Groups English View
Using the My Oracle Support Community Platform English View

If you have further questions, please contact us by submitting a question in Using My Oracle Support.
Hardware and Software Engineered to Work Together

Oracle Support

Copyright © 2015, Oracle. All rights reserved. Contact Us | Legal Notices | Privacy

Wednesday Dec 03, 2014

Oracle Support Advisor Webcasts Series for December


Dear Valued Support Customer,

We are pleased to invite you to our Advisor Webcast series for December 2014. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;
If you prefer to read about current events, Oracle Premier Support News provides you information, technical content, and technical updates from the various Oracle Support teams. For a full list of Premier Support News, go to My Oracle Support and enter Document ID 222.1 in Knowledge Base search.

Sincerely,
Oracle Support

shadow2
shadow3
pen December Featured Webcasts by Product Area:
Database Oracle Database 12c Patching New Features December 17
Enroll
Database Oracle Database中的Mutex - Mandarin only December 18
Enroll
E-Business Suite Get Proactive with Doc ID 432.1 December 9
Enroll
E-Business Suite Discrete Costing Functional Changes And Bug Fixes For 12.2.3 And 12.2.4 December 10
Enroll
E-Business Suite Rapid Planning: Enabling Mass Updates to Demand Priorities and Background Processing December 11
Enroll
E-Business Suite Order Management Corrupt Data and Data Fixes December 16
Enroll
E-Business Suite AutoLockbox Validation: Case Studies For Customer Identification & Receipt Application December 18
Enroll
E-Business Suite eAM Mobile App Overview and Product Tour December 18
Enroll
Fusion Applications Want to Learn more about how to Setup and Troubleshoot Email notifications in Fusion Applications? December 11
Enroll
Hyperion EPM Getting Started with Essbase Aggregate Storage Option - ASO 101 December 10
Enroll
JD Edwards EnterpriseOne 2014 Year-End Processing for US Payroll - How To Have A Successful Year-End December 4
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Canadian Year-End Processing for 2014 December 11
Enroll
JD Edwards EnterpriseOne JD Edwards World to EnterpriseOne Migration: Migration Plan and Conversions December 16
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne 2014 Year-End ESU Install for W2, T4 and 1099 December 17
Enroll
JD Edwards World JD Edwards World: 1099 Address Book setup and Guidelines Refresher 2014 December 2
Enroll
JD Edwards World JD Edwards World: A/P Ledger Method Refresher 2014 December 3
Enroll
JD Edwards World JD Edwards World: 1099 G/L Method Refresher 2014 December 4
Enroll
JD Edwards World JD Edwards World: Preparing for the 2014 W-2 Year-End Processing Season December 9
Enroll
JD Edwards World JD Edwards World: Reviewing Encumbrance Rollover (P4317) & Program Changes in Release A9.3 Update 1 December 9
Enroll
JD Edwards World JD Edwards World: Preparing for the 2014 Canadian T4 & Releve Year-End Processing Season December 10
Enroll
Middleware Tuxedo GWTDOMAIN的基本配置和常见问题 (Mandarin Only) December 16
Enroll
Middleware G1 Garbage Collector 早わかり (Japanese Only) December 17
Enroll
PeopleSoft Enterprise PeopleSoft Payroll for North America 9.2 (Product Image 9): New Capabilities December 2
Enroll
PeopleSoft Enterprise Tax Update 14-F General Information Session December 9
Enroll
PeopleSoft Enterprise PeopleSoft HCM Time & Labor Mobile Application, In-Memory Rules & Troubleshooting December 10
Enroll
PeopleSoft Enterprise PeopleSoft Payroll for North America – 2014 Year-End, Special Topics December 16
Enroll
PeopleSoft Enterprise PeopleSoft Process Scheduler and Report Distribution PeopleTools 8.54 New Features December 17
Enroll
Hardware and Software Engineered to Work Together
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Your privacy is important to us. You can login to your account to update your e-mail subscriptions or you can opt-out of all Oracle Marketing e-mails at any time.

Please note that opting-out of Marketing communications does not affect your receipt of important business communications related to your current relationship with Oracle such as Security Updates, Event Registration notices, Account Management and Support/Service communications.

Thursday Nov 13, 2014

Oracle Support Advisor Webcast Series for November

We are pleased to invite you to our Advisor Webcast series for November 2014. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;
If you prefer to read about current events, Oracle Premier Support News provides you information, technical content, and technical updates from the various Oracle Support teams. For a full list of Premier Support News, go to My Oracle Support and enter Document ID 222.1 in Knowledge Base search.

Sincerely,
Oracle Support

shadow2
shadow3
pen November Featured Webcasts by Product Area:
Database Oracle Database 12.1 Support Update for Linux on System z November 20
Enroll
Database Oracle 12c: New Database Initialization Parameters November 26
Enroll
E-Business Suite Topics in Inventory Convergence and Process Manufacturing November 12
Enroll
E-Business Suite Oracle Receivables Posting & Reconciliation Process In R12 November 13
Enroll
E-Business Suite Respecting Ship Set Constraints Rapid Planning November 13
Enroll
E-Business Suite Overview of Intercompany Transactions November 18
Enroll
E-Business Suite Empowering Users with Oracle EBS Endeca Extensions November 20
Enroll
Eng System Oracle Exadata 混合列式压缩 (Oracle Exadata Hybrid Columnar Compression) - Mandarin only November 20
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Introduction and Demo on Multi Branch Plant MRP Planning (R3483) November 11
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: 9.1 Enhancement - Inventory to G/L Reconciliation Process November 12
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Installation and setup of the Web Development client November 13
Enroll
JD Edwards EnterpriseOne Using JD Edwards EnterpriseOne Equipment Billing November 19
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne 2014 1099 Year End Refresher Webcast November 20
Enroll
JD Edwards World JD Edwards World - Localizacao Brazil- Ficha Conteudo de Importacao(FCI) (PORTUGUESE) November 18
Enroll
Middleware WLS どんな問い合わせもスムーズにすすむ最初の一歩 + 3 (Japanese Only) November 19
Enroll
Middleware WLS 管理服务器与被管服务器之间的通讯机制 (Mandarin Only) November 26
Enroll
Oracle Business Intelligence Using OBIEE with Big Data November 25
Enroll
PeopleSoft Enterprise Financial Aid Regulatory 2015-2016 Release 1 (9.0 Bundle #35) November 12
Enroll
PeopleSoft Enterprise PeopleSoft 1099 Update for 2014 - Get your Copy B’s out on time! November 13
Enroll
PeopleSoft Enterprise Payroll for North America – Preparing for Year-End Processing and Annual Tax Reporting November 19
Enroll

Thursday Sep 25, 2014

Drinks! Food! Fun! at the My Oracle Support Monday Mix Event at OpenWorld San Francisco

Join us for a fun and relaxing happy hour at the annual My Oracle Support Monday Mix. This year’s gathering is Monday, September 29th from 6:00 to 8:00 p.m. at the ThirstyBear Brewing Company – just a 3 minute walk from Moscone Center.

After a busy day at Oracle OpenWorld, take a break and unwind with your peers. Stop by and get to know the Oracle Support Engineers you depend on as well as key Oracle Support executives and developers over drinks and hors d’oevres. 

Admission is free for Premier Support customers with your Oracle OpenWorld badge. Visit our website for more details. We’ll see you there!

Visit the Support and Services Oracle OpenWorld website to discover how you can take advantage of all Oracle OpenWorld has to offer.



 

Wednesday Sep 24, 2014

Behind the Screen with Oracle Support at OpenWorld San Francisco

Get beyond the support interface screen to meet the experts from Oracle Support at the Oracle Support Stars Bar. Have a tough question about supporting or upgrading your Oracle products? Looking for best practices for problem prevention, rapid resolution, and product upgrades? Stop by the Stars Bar and speak directly with an expert who can help.

While you’re there, check out one of our 10-minute briefing sessions on the hottest support topics. Here are just a few of the high-impact briefings you can see at this year’s Stars Bar:

  • Proactive Support Best Practices
  • Oracle Platinum Services
  • My Oracle Support Tips & Tricks
  • And many more!


The Support Stars Bar is open Monday, Tuesday and Wednesday in the Moscone West Exhibition Hall (Booths 3461 and 3908). More details here.


Visit the Services and Support Oracle OpenWorld Website to discover how you can take advantage of all Oracle OpenWorld has to offer.

See you there!

Wednesday Sep 17, 2014

Business Transformation: Getting from Here to There

New Oracle OpenWorld Sessions

Nearly every industry is undergoing some type of transformation. Businesses strive to innovate, gain market share, and stay ahead of the competition.

Six new Oracle OpenWorld conference sessions--specifically designed for organizations embarking on major transformation initiatives such as Cloud, Big Data and Analytics and Engineered Systems--will help answer how do we get from here to there.

During Oracle OpenWorld, Thought Leaders from Oracle Consulting will share insights, best-in-class methodologies, and critical lessons learned from helping customers transform their business with new solutions built on Oracle technology.

Do you need to hear first-hand how customers are successfully moving to the Cloud (HCM, ERP and CX) in weeks with a proven, practical approach that creates value, drives down cost, and reduces risk? Are you trying to maximize what you’re getting from your current analytic solution? Would you like to enhance your customer experience as well as improve the productivity of employees with mobility? Is a private cloud initiative is on your short-list? If so, you won’t want to miss new conference sessions dedicated to these leading transformational themes.

Learn More.


Wednesday Jul 02, 2014

July - Oracle Product Support Advisor Webcasts

We are pleased to invite you to our Advisor Webcast series for July 2014. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts; Product specific webcasts, which share best practices, troubleshooting guidance, release information, and Support Tools and Processes Webcasts, designed to help you better utilize Oracle's support tools and procedures.

If you prefer to read about current events, Oracle Premier Support News provides you information, technical content, and technical updates from the various Oracle Support teams. For a full list of Premier Support News, go to My Oracle Support and enter Document ID 222.1 in Knowledge Base search.

Are you My Oracle Support Accredited? Build on your existing My Oracle Support and product knowledge. If you have actively used My Oracle Support for 6-9 months, we encourage you to get accredited!

Sincerely,
Oracle Support

Application Technology Group ATG: EBS Reports & Printing Troubleshooting July 17
Enroll
E-Business Suite EBS Proactive Key Tools you need to know: Business Process Advisors July 30
Enroll
FIN: How To Use E-Business Tax Simulator July 16
Enroll
Fin: Using Commitments, Deposits & Guarantees In Oracle Receivables July 31
Enroll
MFG: How to Estimate LCM Shipments While Setting Agreements with Your Supplier July 8
Enroll
MFG: Demantra Cluster Factor, Out of Order Ratio Plus+! Features that Improve Stability July 9
Enroll
MFG: Oracle Database Features and Characteristics that Improve Stability and User Experience for VCP July 10
Enroll
MFG: Unleash the Power of Order Import July 15
Enroll
MFG: Process Manufacturing 11i to R12 Migration Issues July 16
Enroll
MFG: EAM: Mobile Maintenance July 17
Enroll
MFG: Discrete Job Definition and Transactions July 23
Enroll
RFID, MHE and Voice enabled warehousing with Oracle Warehouse Management July 23
Enroll
Exadata Exadata Disk Management and Troubleshooting tips July 15
Enroll
Exadata Hybrid Columnar Compression - Overview July 16
Enroll
逐步掌握Exadata升级 - MANDARIN ONLY (Exadata Patching Overview Including Database and Storage Server Upgrade Demo ) July 16
Enroll
Fusion Applications Customizing Roles in Fusion Applications July 10
Enroll
Hyperion Want to Discover the New features for Calculation Manager 11.1.2.3.00 and 11.1.2.3.500 for Essbase? July 16
Enroll
JD Edwards EnterpriseOne JD Edwards EnterpriseOne As Of Processing in EnterpriseOne Accounts Payable and Accounts Receivable July 23
Enroll
JD Edwards World JD Edwards World to EnterpriseOne Migration Preparation: Application Data July 17
Enroll
JD Edwards World to EnterpriseOne Migration Preparation: Technical Conversions July 24
Enroll
PeopleSoft Finding Answers with My Oracle Support July 3
Enroll
Prevent and Troubleshoot Systems and Performance Issues with PeopleSoft July 10
Enroll
PeopleSoft Diagnostics Framework Overview and Demonstration July 17
Enroll
Using My Oracle Support Community July 24
Enroll
Logging High Quality Service Requests July 31
Enroll

Tuesday Feb 11, 2014

Oracle Support Advisor Webcasts - February

Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. These seminars, available in multiple languages and in different time zones, help ensure you optimize the value from Oracle Support.

Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live Support Advisor webcasts schedule

Webcast Product Line Language US Eastern Central Europe Singapore Register
Customer User Administration All English Feb 19, 10:00 AM Feb 19, 04:00 PM Feb 19, 11:00 PM Register
      Feb 20, 10:00 PM Feb 21, 04:00 AM Feb 21, 11:00 AM Register
      Mar 05, 10:00 AM Mar 05, 04:00 PM Mar 05, 11:00 PM Register
    Portuguese Feb 17, 08:30 AM Feb 17, 02:30 PM Feb 17, 09:30 PM Register
    Spanish Feb 20, 09:30 AM Feb 20, 03:30 PM Feb 20, 10:30 PM Register
Database Upgrade Essentials Technology English Feb 06, 10:00 AM Feb 06, 04:00 PM Feb 06, 11:00 PM Register
      Feb 13, 10:00 PM Feb 14, 04:00 AM Feb 14, 11:00 AM Register
      Feb 25, 10:00 PM Feb 26, 04:00 AM Feb 26, 11:00 AM Register
    Italian Feb 06, 05:00 AM Feb 06, 11:00 AM Feb 06, 06:00 PM Register
E-Business Suite Maintenance Wizard Applications English Feb 06, 09:30 AM Feb 06, 03:30 PM Feb 06, 10:30 PM Register
      Feb 19, 04:00 AM Feb 19, 10:00 AM Feb 19, 05:00 PM Register
E-Business Suite Support Diagnostics Applications English Feb 12, 04:00 AM Feb 12, 10:00 AM Feb 12, 05:00 PM Register
      Mar 05, 10:00 AM Mar 05, 04:00 PM Mar 05, 11:00 PM Register
Finding Answers in My Oracle Support All English Feb 04, 10:30 AM Feb 04, 04:30 PM Feb 04, 11:30 PM Register
      Feb 11, 11:30 AM Feb 11, 05:30 PM Feb 12, 12:30 AM Register
      Feb 12, 10:00 AM Feb 12, 04:00 PM Feb 12, 11:00 PM Register
      Feb 12, 01:30 PM Feb 12, 07:30 PM Feb 13, 02:30 AM Register
      Feb 18, 10:00 PM Feb 19, 04:00 AM Feb 19, 11:00 AM Register
      Feb 27, 10:00 PM Feb 28, 04:00 AM Feb 28, 11:00 AM Register
    French Feb 11, 09:30 AM Feb 11, 03:30 PM Feb 11, 10:30 PM Register
      Feb 19, 10:00 AM Feb 19, 04:00 PM Feb 19, 11:00 PM Register
    Portuguese Feb 20, 08:30 AM Feb 20, 02:30 PM Feb 20, 09:30 PM Register
    Spanish Feb 12, 09:00 AM Feb 12, 03:00 PM Feb 12, 10:00 PM Register
Hardware Support Best Practices Systems English Feb 19, 01:30 PM Feb 19, 07:30 PM Feb 20, 02:30 AM Register
    Portuguese Feb 26, 08:30 AM Feb 26, 02:30 PM Feb 26, 09:30 PM Register
    Spanish Feb 18, 09:00 AM Feb 18, 03:00 PM Feb 18, 10:00 PM Register
Introduction to Premier Support All English Feb 10, 01:30 PM Feb 10, 07:30 PM Feb 11, 02:30 AM Register
      Feb 25, 10:00 AM Feb 25, 04:00 PM Feb 25, 11:00 PM Register
      Mar 06, 10:00 AM Mar 06, 04:00 PM Mar 06, 11:00 PM Register
    French Feb 18, 05:00 AM Feb 18, 11:00 AM Feb 18, 06:00 PM Register
    Portuguese Feb 10, 07:30 AM Feb 10, 01:30 PM Feb 10, 08:30 PM Register
    Spanish Feb 10, 09:00 AM Feb 10, 03:00 PM Feb 10, 10:00 PM Register
My Oracle Support - Using the new My Oracle Support Community Platform All English Feb 03, 10:00 PM Feb 04, 04:00 AM Feb 04, 11:00 AM Register
      Feb 04, 04:30 AM Feb 04, 10:30 AM Feb 04, 05:30 PM Register
      Feb 04, 01:30 PM Feb 04, 07:30 PM Feb 05, 02:30 AM Register
      Feb 05, 01:00 AM Feb 05, 07:00 AM Feb 05, 02:00 PM Register
      Feb 06, 04:30 AM Feb 06, 10:30 AM Feb 06, 05:30 PM Register
      Feb 06, 01:30 PM Feb 06, 07:30 PM Feb 07, 02:30 AM Register
      Feb 10, 10:00 PM Feb 11, 04:00 AM Feb 11, 11:00 AM Register
      Feb 11, 04:30 AM Feb 11, 10:30 AM Feb 11, 05:30 PM Register
      Feb 11, 01:30 PM Feb 11, 07:30 PM Feb 12, 02:30 AM Register
      Feb 13, 04:30 AM Feb 13, 10:30 AM Feb 13, 05:30 PM Register
      Feb 13, 01:30 PM Feb 13, 07:30 PM Feb 14, 02:30 AM Register
      Feb 18, 04:30 AM Feb 18, 10:30 AM Feb 18, 05:30 PM Register
      Feb 18, 01:30 PM Feb 18, 07:30 PM Feb 19, 02:30 AM Register
      Feb 20, 04:30 AM Feb 20, 10:30 AM Feb 20, 05:30 PM Register
      Feb 20, 01:30 PM Feb 20, 07:30 PM Feb 21, 02:30 AM Register
      Feb 24, 10:00 PM Feb 25, 04:00 AM Feb 25, 11:00 AM Register
      Feb 25, 04:30 AM Feb 25, 10:30 AM Feb 25, 05:30 PM Register
      Feb 27, 04:30 AM Feb 27, 10:30 AM Feb 27, 05:30 PM Register
      Feb 27, 01:30 PM Feb 27, 07:30 PM Feb 28, 02:30 AM Register
      Mar 03, 10:00 PM Mar 04, 04:00 AM Mar 04, 11:00 AM Register
      Mar 04, 04:30 AM Mar 04, 10:30 AM Mar 04, 05:30 PM Register
      Mar 04, 01:30 PM Mar 04, 07:30 PM Mar 05, 02:30 AM Register
      Mar 06, 01:30 PM Mar 06, 07:30 PM Mar 07, 02:30 AM Register
    French Feb 06, 09:30 AM Feb 06, 03:30 PM Feb 06, 10:30 PM Register
      Feb 12, 09:30 AM Feb 12, 03:30 PM Feb 12, 10:30 PM Register
      Mar 04, 09:30 AM Mar 04, 03:30 PM Mar 04, 10:30 PM Register
    Portuguese Feb 04, 07:30 AM Feb 04, 01:30 PM Feb 04, 08:30 PM Register
      Feb 06, 07:30 AM Feb 06, 01:30 PM Feb 06, 08:30 PM Register
      Feb 13, 07:30 AM Feb 13, 01:30 PM Feb 13, 08:30 PM Register
      Feb 18, 08:30 AM Feb 18, 02:30 PM Feb 18, 09:30 PM Register
      Feb 25, 08:30 AM Feb 25, 02:30 PM Feb 25, 09:30 PM Register
    Spanish Feb 04, 09:30 AM Feb 04, 03:30 PM Feb 04, 10:30 PM Register
      Feb 06, 09:30 AM Feb 06, 03:30 PM Feb 06, 10:30 PM Register
      Feb 13, 09:30 AM Feb 13, 03:30 PM Feb 13, 10:30 PM Register
      Feb 18, 09:30 AM Feb 18, 03:30 PM Feb 18, 10:30 PM Register
      Feb 25, 09:30 AM Feb 25, 03:30 PM Feb 25, 10:30 PM Register
      Mar 04, 09:30 AM Mar 04, 03:30 PM Mar 04, 10:30 PM Register
My Oracle Support Basics All English Feb 05, 01:30 PM Feb 05, 07:30 PM Feb 06, 02:30 AM Register
      Feb 11, 10:00 AM Feb 11, 04:00 PM Feb 11, 11:00 PM Register
      Feb 12, 11:30 AM Feb 12, 05:30 PM Feb 13, 12:30 AM Register
      Mar 04, 12:00 AM Mar 04, 06:00 AM Mar 04, 01:00 PM Register
    French Feb 05, 09:30 AM Feb 05, 03:30 PM Feb 05, 10:30 PM Register
      Feb 19, 05:00 AM Feb 19, 11:00 AM Feb 19, 06:00 PM Register
    Italian Feb 20, 05:00 AM Feb 20, 11:00 AM Feb 20, 06:00 PM Register
    Portuguese Feb 11, 07:30 AM Feb 11, 01:30 PM Feb 11, 08:30 PM Register
    Spanish Feb 11, 09:00 AM Feb 11, 03:00 PM Feb 11, 10:00 PM Register
Oracle Cloud Support All English Feb 11, 10:00 PM Feb 12, 04:00 AM Feb 12, 11:00 AM Register
      Feb 12, 10:00 AM Feb 12, 04:00 PM Feb 12, 11:00 PM Register
      Feb 19, 04:00 AM Feb 19, 10:00 AM Feb 19, 05:00 PM Register
      Feb 26, 11:00 AM Feb 26, 05:00 PM Feb 27, 12:00 AM Register
    French Feb 25, 11:00 AM Feb 25, 05:00 PM Feb 26, 12:00 AM Register
Service Request Flow and Best Practices All English Feb 04, 10:00 PM Feb 05, 04:00 AM Feb 05, 11:00 AM Register
      Feb 06, 11:30 AM Feb 06, 05:30 PM Feb 07, 12:30 AM Register
      Feb 13, 11:30 AM Feb 13, 05:30 PM Feb 14, 12:30 AM Register
      Feb 18, 10:00 AM Feb 18, 04:00 PM Feb 18, 11:00 PM Register
      Feb 19, 04:30 AM Feb 19, 10:30 AM Feb 19, 05:30 PM Register
      Feb 19, 01:30 PM Feb 19, 07:30 PM Feb 20, 02:30 AM Register
    Italian Feb 18, 05:00 AM Feb 18, 11:00 AM Feb 18, 06:00 PM Register
    Portuguese Feb 19, 08:30 AM Feb 19, 02:30 PM Feb 19, 09:30 PM Register
    Spanish Feb 17, 09:00 AM Feb 17, 03:00 PM Feb 17, 10:00 PM Register
Support Configuration Based Services Essentials All English Feb 11, 10:00 AM Feb 11, 04:00 PM Feb 11, 11:00 PM Register
      Mar 06, 12:00 AM Mar 06, 06:00 AM Mar 06, 01:00 PM Register
    Italian Feb 11, 05:00 AM Feb 11, 11:00 AM Feb 11, 06:00 PM Register
    Portuguese Feb 27, 08:30 AM Feb 27, 02:30 PM Feb 27, 09:30 PM Register

Oracle provides the following recommended trainings which can be viewed on demand using your Single Sign-On account. Please refer to Note 603505.1 for a complete list of available topics and recordings.

Topic Target Audience Language Play
Premier Support Entitlement All Customers English Play
Lifetime Support Policy All Customers English Play
Mobile My Oracle Support All Customers English Play
My Oracle Support Overview All Customers English Play
User Account Registration Process All Customers English Play
My Oracle Support Customization All Customers English Play
PowerViews All Customers English Play
Service Request Create & Update All Customers English Play
Service Request Management Best Practices All Customers English Play
Knowledge Searching and Browsing All Customers English Play
Customer User Administration All Customers English Play
My Oracle Support Community All Customers English Play
My Oracle Support Configuration Manager All Customers English Play
Why Use The Configuration Manager In My Oracle Support All Customers English Play
Patching All Customers English Play
Patch Recommendations and Patch Plans All Customers English Play
11g Upgrade Best Practices Oracle Database English Play
EBS Patch Wizard Utility Training E-Business Suite English Play
R12 Close Process & Reconciliation E-Business Suite English Play
R12 Financials Upgrade E-Business Suite English Play
R12 Payables E-Business Suite English Play
Tales from the Performance Queue JD Enterprise One English Play

If you have further questions, please contact us by submitting a question in Using My Oracle Support.

Friday Sep 20, 2013

Friends, Food, and Fun at the My Oracle Support Community Meet Up

Join us at the 4th annual My Oracle Support Community Meet Up for food and drink, fun and conversation on Monday, September 23 from 6:30 – 9:30pm

After a long day at Oracle OpenWorld, take time to relax and meet your My Oracle Support Community peers as well some of the Oracle employees who moderate the community. The Meet Up event is a great place to get together before dinner, or spend the evening getting to know other Community members and Oracle Support Moderators in person.

Admission to this event is free, but Oracle Premier Support Customers need to
register to receive their invitation to the Meet Up and find out the details.

Not a My Oracle Support Community member yet? Joining is easy - Oracle Premier Support customers can
log in with the same account they use to access My Oracle Support to begin taking advantage of the resources the Community offers.

If you're an Oracle Premier Support customer but don’t yet have a login, talk to the Customer User Administrator (CUA) at your company now to get access to the
Oracle proactive portfolio, including My Oracle Support Community.

Visit the
Services and Support Oracle OpenWorld Website to discover how you can take advantage of all Oracle OpenWorld has to offer.

Thursday Sep 19, 2013

New OpenWorld Sessions: Business Transformation: Getting from Point A to Point B

Nearly every industry is undergoing some type of transformation. Businesses strive to innovate, gain market share, and stay ahead of the competition.

Seven new Oracle OpenWorld conference sessions--specifically designed for organizations embarking on major transformation initiatives--will help answer how do we get there from here?

During Oracle OpenWorld, Thought Leaders from Oracle Consulting will share insights, best-in-class methodologies, and critical lessons learned from helping customers transform their business with new solutions built on Oracle technology.

Do you need to optimize your data center to speed innovation? Are you considering cloud computing? Are you deploying a new HCM, business analytics or multi-level security solution? Maybe a new customer experience or modern marketing initiative is on your short-list. If so, you won’t want to miss new conference sessions dedicated to these leading transformational themes. 

Learn More.

Visit the Services and Support Oracle OpenWorld Website to discover how you can take advantage of all Oracale OpenWorld has to offer.

Wednesday Sep 18, 2013

Behind the Screen with Oracle Support at OpenWorld

Get beyond the support interface screen to meet the experts from Oracle Support at the Oracle Support Stars Bar. Have a tough question about supporting or upgrading your Oracle products? Looking for best practices for problem prevention, rapid resolution, and product upgrades? Stop by the Stars Bar and speak directly with an expert who can help.

While you’re there, check out one of our 10-minute briefing sessions on the hottest support topics. Here are just a few of the high-impact briefings you can see at this year’s Stars Bar:
  • Oracle Platinum Services: Extreme Support for Engineered Systems
  • Oracle E-Business Suite - Preventing Problems at Period Close
  • Oracle Database 12c – Upgrade Tips from Oracle Support 
  • And many more! Check the schedule here.
Stars Bar open daily @ Moscone West, Lobby Level 2. More details here.

Visit the Services and Support Oracle OpenWorld Website to discover how you can take advantage of all Oracle OpenWorld has to offer.
See you there!

Meet Brian Peasland - MOS Community Customer Guru

In appreciation for his work in answering questions posted by other Community members, Brian Peasland received a free Oracle OpenWorld Pass from My Oracle Support Community.  Brian is an active member of the Oracle Database communities and has achieved the Guru Level of recognition through his participation.

Brian works as the lead DBA for NAU Country Insurance in Fargo, ND and has been involved with database administration for over 13 years.  The products he uses most are Oracle DB, enterprise edition with partitioning on Oracle rack and data guard.  He also often uses Oracle SQL developer and Enterprise Manager.

Brian participates in the Community three or four times a day, reviewing areas that are of interest to him from the previous day.  The Community gives him an opportunity to interact and work directly with Oracle employees, and he has developed relationships with engineers on Oracle Enterprise Manager.  “I like that the Community is only for Oracle customers, which helps the community stay at a professional level”.  Brian also says that by answering other people’s questions, he finds that his own knowledge increases because it helps him to better understand and apply the information himself.

He encourages other DBAs to get involved early in using the Community and at some point try answering others posts.  All the top DBAs he knows participate in a community in some form or another.  This probably is not a coincidence. 

Meet Brian and other Community members at the My Oracle Support Community Meet Up event. Register now to get your free invitation and all the details. We look forward to meeting you!

Tuesday Sep 17, 2013

All Access Pass to Oracle Support at OpenWorld

Looking for tips, recommendations and resources to help you keep your Oracle applications and systems running at peak performance? Want to find out how to get more out of your Oracle Premier Support coverage?
 
More than 500 experts from across Services and Support will be on hand at Oracle OpenWorld to answer your questions and share best practices for adopting and optimizing Oracle technology.

View the schedule of all of our Oracle Premier Support activities at Oracle OpenWorld for more information. Visit the Services and Support Oracle OpenWorld Website to discover how you can take advantage of all Oracle OpenWorld has to offer.  

See you there!

THAT Support blogger at OpenWorld

Many people have asked if I'll be at this year's OpenWorld and the answer is YES!  After a few year hiatus, I'm back at the big shOOW and looking forward to meeting many of you in person.  Thanks for following my blog and Twitter posts.

I'll be speaking under one of the many Oracle Services and Support sessions.  I'm delivering a session on Monday at 3:15pm on Best Practices for Supporting and Maintaing Oracle Database.  Even though this session is listed under the Database track, I want to invite any user of any of our products to attend.  This session is applicable to EVERYONE that uses Oracle Products and Oracle Support.   This hands-on power session showcases eight habits of highly successful Oracle Support customers. The session includes recommendations that help you get the most out of Oracle Database by taking full advantage of the Oracle tools and resources available through Oracle Support.

There are many don't miss sesssions - Don't miss this one!  Pre-registration numbers are high already. Get yourself a seat.

In addition, I'll be hanging around the Oracle Support STARS bar (Moscone West, Lobby Level 2) with a host of other Oracle Support Experts. 
Find Answers: Ask the stars of Oracle Support your toughest questions

Get Proactive: Discover powerful new proactive support tools

Level Up: Maximize system availability with advanced services

Win Prizes: Attend a 10-minute mini-briefing for your chance to win

  


I'll definitely be there Tuesday at 4:50pm to give a mini briefing on 8 Habits of Highly Successful Support Users

Finally, there is a MOS Community Meetup Event, Monday night 6:30-9:30.  Join us for appetizers, beverages and some networking. Register here

You can follow all the 'haps' on my Twitter feed.  I look forward to meeting you.
-Chris Warticki
Global Customer Management

Wednesday Aug 28, 2013

Oracle Support Advisor Webcasts for September

Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. These seminars, available in multiple languages and in different time zones, help ensure you optimize the value from Oracle Support.

Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live Support Advisor webcasts schedule.

Webcast Product Line Language US Eastern Central Europe Singapore Register
Customer User Administration All English Sep 12, 01:30 p.m. Sep 12, 07:30 p.m. Sep 13, 01:30 a.m. Register
      Sep 18, 10:00 a.m. Sep 18, 04:00 p.m. Sep 18, 10:00 p.m. Register
      Sep 19, 01:30 p.m. Sep 19, 07:30 p.m. Sep 20, 01:30 a.m. Register
      Oct 03, 01:30 p.m. Oct 03, 07:30 p.m. Oct 04, 01:30 a.m. Register
    French Sep 04, 09:30 a.m. Sep 04, 03:30 p.m. Sep 04, 09:30 p.m. Register
    Portuguese Sep 17, 09:30 a.m. Sep 17, 03:30 p.m. Sep 17, 09:30 p.m. Register
Database Upgrade Essentials Technology English Sep 18, 08:00 p.m. Sep 19, 02:00 a.m. Sep 19, 08:00 a.m. Register
      Sep 19, 10:00 a.m. Sep 19, 04:00 p.m. Sep 19, 10:00 p.m. Register
      Sep 19, 12:00 p.m. Sep 19, 06:00 p.m. Sep 20, 12:00 a.m. Register
E-Business Suite Maintenance Wizard Applications English Sep 18, 04:00 a.m. Sep 18, 10:00 a.m. Sep 18, 04:00 p.m. Register
      Sep 18, 12:00 p.m. Sep 18, 06:00 p.m. Sep 19, 12:00 a.m. Register
      Sep 18, 09:00 p.m. Sep 19, 03:00 a.m. Sep 19, 09:00 a.m. Register
E-Business Suite Support Diagnostics Applications English Sep 17, 04:00 a.m. Sep 17, 10:00 a.m. Sep 17, 04:00 p.m. Register
      Sep 17, 12:00 p.m. Sep 17, 06:00 p.m. Sep 18, 12:00 a.m. Register
      Sep 17, 09:00 p.m. Sep 18, 03:00 a.m. Sep 18, 09:00 a.m. Register
Finding Answers in My Oracle Support All English Sep 11, 09:30 a.m. Sep 11, 03:30 p.m. Sep 11, 09:30 p.m. Register
      Sep 11, 01:30 p.m. Sep 11, 07:30 p.m. Sep 12, 01:30 a.m. Register
    French Sep 05, 10:30 a.m. Sep 05, 04:30 p.m. Sep 05, 10:30 p.m. Register
    Portuguese Sep 18, 09:30 a.m. Sep 18, 03:30 p.m. Sep 18, 09:30 p.m. Register
    Spanish Sep 12, 11:30 a.m. Sep 12, 05:30 p.m. Sep 12, 11:30 p.m. Register
Hardware Support Best Practices Systems English Sep 25, 09:30 a.m. Sep 25, 03:30 p.m. Sep 25, 09:30 p.m. Register
      Sep 25, 01:30 p.m. Sep 25, 07:30 p.m. Sep 26, 01:30 a.m. Register
Introduction to Premier Support All English Sep 10, 01:30 p.m. Sep 10, 07:30 p.m. Sep 11, 01:30 a.m. Register
      Sep 10, 09:30 p.m. Sep 11, 03:30 a.m. Sep 11, 09:30 a.m. Register
    French Sep 10, 09:30 a.m. Sep 10, 03:30 p.m. Sep 10, 09:30 p.m. Register
    Portuguese Sep 10, 09:30 a.m. Sep 10, 03:30 p.m. Sep 10, 09:30 p.m. Register
    Spanish Sep 10, 11:30 a.m. Sep 10, 05:30 p.m. Sep 10, 11:30 p.m. Register
My Oracle Support Basics All English Sep 09, 01:30 p.m. Sep 09, 07:30 p.m. Sep 10, 01:30 a.m. Register
      Sep 10, 11:30 a.m. Sep 10, 05:30 p.m. Sep 10, 11:30 p.m. Register
      Sep 11, 09:30 p.m. Sep 12, 03:30 a.m. Sep 12, 09:30 a.m. Register
    French Sep 09, 10:30 a.m. Sep 09, 04:30 p.m. Sep 09, 10:30 p.m. Register
      Oct 07, 10:30 a.m. Oct 07, 04:30 p.m. Oct 07, 10:30 p.m. Register
    Portuguese Sep 11, 09:30 a.m. Sep 11, 03:30 p.m. Sep 11, 09:30 p.m. Register
    Spanish Sep 11, 11:30 a.m. Sep 11, 05:30 p.m. Sep 11, 11:30 p.m. Register
Oracle Cloud Support All English Sep 11, 09:30 p.m. Sep 12, 03:30 a.m. Sep 12, 09:30 a.m. Register
      Sep 12, 11:00 a.m. Sep 12, 05:00 p.m. Sep 12, 11:00 p.m. Register
      Sep 19, 09:00 a.m. Sep 19, 03:00 p.m. Sep 19, 09:00 p.m. Register
      Sep 26, 05:00 a.m. Sep 26, 11:00 a.m. Sep 26, 05:00 p.m. Register
      Oct 03, 11:00 a.m. Oct 03, 05:00 p.m. Oct 03, 11:00 p.m. Register
Oracle Configuration Manager Basics All Portuguese Sep 25, 09:30 a.m. Sep 25, 03:30 p.m. Sep 25, 09:30 p.m. Register
Service Request Flow and Best Practices All English Sep 12, 05:30 a.m. Sep 12, 11:30 a.m. Sep 12, 05:30 p.m. Register
      Sep 12, 01:30 p.m. Sep 12, 07:30 p.m. Sep 13, 01:30 a.m. Register
      Sep 27, 01:30 p.m. Sep 27, 07:30 p.m. Sep 28, 01:30 a.m. Register
    French Sep 12, 10:30 a.m. Sep 12, 04:30 p.m. Sep 12, 10:30 p.m. Register
    Portuguese Sep 12, 09:30 a.m. Sep 12, 03:30 p.m. Sep 12, 09:30 p.m. Register
    Spanish Sep 16, 11:30 a.m. Sep 16, 05:30 p.m. Sep 16, 11:30 p.m. Register


You may visit My Oracle Support for schedules of other live seminars. To see current local times around the world, visit world clock.

RECORDED TRAININGS

Oracle provides the following recommended trainings which can be viewed on demand using your Single Sign-On account. Please refer to Note 603505.1 for a complete list of available topics and recordings.

Topic Target Audience Language Play
Premier Support Entitlement All Customers English Play
Lifetime Support Policy All Customers English Play
Mobile My Oracle Support All Customers English Play
My Oracle Support Overview All Customers English Play
User Account Registration Process All Customers English Play
My Oracle Support Customization All Customers English Play
PowerViews All Customers English Play
Service Request Create & Update All Customers English Play
Service Request Management Best Practices All Customers English Play
Knowledge Searching and Browsing All Customers English Play
Customer User Administration All Customers English Play
My Oracle Support Community All Customers English Play
My Oracle Support Configuration Manager All Customers English Play
Why Use The Configuration Manager In My Oracle Support All Customers English Play
Patching All Customers English Play
Patch Recommendations and Patch Plans All Customers English Play
11g Upgrade Best Practices Oracle Database English Play
EBS Patch Wizard Utility Training E-Business Suite English Play
R12 Close Process & Reconciliation E-Business Suite English Play
R12 Financials Upgrade E-Business Suite English Play
R12 Payables E-Business Suite English Play
Tales from the Performance Queue JD Enterprise One English Play

If you have further questions, please contact us by submitting a question in My Oracle Support’s Support Training Community.

Monday Jun 10, 2013

Get Proactive Essentials - Oracle Cloud Support

Get the Essentials in Just 30 Minutes

Join us for a live webcast on Oracle Cloud Support and learn from an Oracle Support expert on how to maximize your benefit from Oracle Cloud Support. You’ll learn how to get the answers and solutions you need.


Discover Oracle Cloud Support through:

bullet

An Introduction to the Oracle Cloud Portal.

bullet

Best practices for working effectively with Oracle Cloud Support

bullet

Instructions for creating service requests for faster turnaround


Get Proactive Essentials Webcasts provide

bullet

Q&A time for Oracle Cloud Support related questions

bullet

Quick reference guide

bullet

Answers in My Oracle Support Community’s support moderated discussion


Register now for the Get Proactive Essentials: Oracle Cloud Support webcast


Date

Products

Language

Delivery Time

Choose Session

Thursday, 13 June

All

English

US EDT 11:00 a.m.
US PDT 8:00 a.m.
London 4:00 p.m.
Paris 5:00 p.m.

Register Now

Thursday, 20 June

All

English

US EDT 9:00 a.m.
US PDT 6:00 a.m.
London 2:00 p.m.
Paris 3:00 p.m.

Register Now

Thursday, 27 June

All

English

US EDT 5:00 a.m.
US PDT 2:00 a.m.
London 10:00 a.m.
Paris 11:00 a.m.

Register Now

Use the world clock website to convert times to your local time zone


Additional Get Proactive Resources

Questions?

Contact the “Get Proactive” Team

Thursday May 16, 2013

Some MOS Updates and Changes

Here are a few updates that you should be aware of in case you haven't read your news within your MOS Dashboard.

New to My Oracle Support - See Service Request Updates in Email
Support implemented one of the most customer requested features, giving users the ability to receive Service Request (SR) update details within the body of the update notification email. Previously when you received a Service Request update email notification, you were required to log into My Oracle Support to view the update details entered by the support en gineer. Visit Article ID 1543136.1 to learn how to activate this new feature.

Changes to IP Address for transport.oracle.com may affect ASR Manager, Secure File Transport (SFT), Common Array Manager (CAM), Solaris 11, and VOP
If you have installed ASR Manager, Secure File Transport (SFT), Common Array Manager (CAM), Solaris 11, or VOP software, you may need to make a change in your network configuration to accommodate the IP address change for transport.oracle.com that was implemented on May 10, 2013. Please review Document ID 1338575.1 for details.

MOS Release 6.5 Feature - Chat NOT available
This feature within the release notes is NOT available at this time.  The chat feature 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.
It will be available in a future release. Sorry to tease you.

YOU are my customer!  Have a wonderful week.

-Chris Warticki
Global Customer Management, Support Specialist & Edu-Train-er

Wednesday May 15, 2013

ECEMEA Drop In and Learn - Your invitation from Oracle Support

Here’s an easy way to make sure you’re making the most of the support available under your Oracle service contract: our regular Drop In And Learn events.

Drop In And Learn sessions are short, informal, and free of charge. They allow you to talk to Oracle Support staff face to face, find out more about the support available and get answers to the questions that matter to you. Topics discussed so far have included My Oracle Support, making Auto Service Requests and using Proactive Support more effectively.

The sessions will be happening every month in your local Oracle offices and last no more than couple of hours.

Country
Date
Time
Location
Attendance *
Tues 4th June 16:00 Oracle Office, Vienna I plan to attend
Wed 5th June 14:00 Oracle Office, Zagreb I plan to attend
Wed 5th June 16:00 Oracle Office, Prague I plan to attend
Wed 3rd July