Wednesday May 08, 2013

That Brazilian Sensation - Customer Spotlight

I met with a couple of our fantastic customers in Sao Paulo a couple of weeks ago. I wanted to highlight them in the following blog article.

The first is Telefonica|Vivo. Telefonica SA is a Spain-based company active in the telecommunications and digital services sectors. The Company operates through three business segments: Telefonica Latin America, Tefonica Europa, and Others. It provides public and private telecommunication, media and entertainment services; under such brands as Telefonica, Movistar, O2 and Vivo, among others.

Telefonica is a loyal Oracle customer with many Oracle products in use.

A group of us from Oracle met with Daniel and Jorge from Telefonica and provided us with a tour of their data center. Pictured below is the group from Oracle and Telefonica (from left to right: Selma Snaider and Erivaldo Sousa (Oracle), Jorge and Daniel Soares de Barros (Telefonica), and Lauren Diehl (Oracle). (used with permission)

It was an amazing experience to be provided a tour of their data center. Below is a photo of their operations center along with the build-out of an additional 23,000 sq meter wing for increased capacity. (used with permission)

Many thanks to Daniel and Jorge for the tour. It was fantastic.

My second customer introduction was with Odebrecht. The company consists of diversified businesses catering to engineering and construction, investments in infrastructure and energy, industry, and supporting institutions sectors through its subsidiaries. The company holds expertise in the areas of energy, industrial engineering, infrastructure, oil and gas, real estate developments, environmental engineering, transportation and logistics, defense and technology, chemical and petrochemical, ethanol and sugar production, and investments and holdings, among others. Odebrecht operates along with its subsidiaries in several countries across the Americas, Europe, Middle East and Asia. Odebrecht is headquartered in Salvador, Brazil.

Odebrecht is another loyal Oracle customer with a very large Oracle product footprint.

Our Oracle team met with Alexsandre Bisetto during lunch and sat down in order to talk about current account team successes and related support opportunities.

Thank you Alexsandre for spending time with us.

I thoroughly enjoy getting to meet our customers no matter where I travel. Most of all, l like hearing about how our customers are using Oracle products to run their businesses. It makes me proud to work for a global company helping other global companies like those mentioned, succeed.

Finally, I met with an amazing Oracle team of Support Account Managers and staff (below) at our Sao Paulo office and facilitated a successful workshop. I look forward to my next visit.

Tuesday Apr 16, 2013

Adopt: Java Applet & Web Start - Code Signing

Today, Oracle plans to deliver a new Java CPU release, Oracle Java SE 7 Update 21 (Java SE 7u21), which will deliver new security features and remediation. Most significant is a strong recommendation that all Java applets and Web Start Applications using the Java plug-in to run in browsers should be signed with a trusted certificate for the best user experience.


Application code signing provides numerous security benefits to users. Java supports code signing, and now Java SE 7u21 introduces changes to security levels on the security slider within the Java Control Panel. Specifically, all Java code executed within the client’s browser will prompt the user. The type of dialog messages the user sees depends upon the risk factors.

  • Low-risk scenarios present a very minimal dialog and include a checkbox to not display similar dialogs by the same vendor in the future.
  • Higher risk scenarios, such as running unsigned jars, will require more user interaction given the increased risk.

The Java Applet & Web Start - Code Signing is encouraged for all customers to adopt.

Friday Apr 12, 2013

Oracle Business Intelligence Certifications

Did you know the Oracle Business Intelligence Certifications are uploaded and available on My Oracle Support (MOS) from the Certifications tab? You can also download the Oracle Business Intelligence Certification Matrix from OTN - Oracle Fusion Middleware Supported System Configurations:

·         OBIEE Certification Matrix posted under:
System Requirements and Supported Platforms for Oracle Business Intelligence Suite Enterprise Edition 11gR1 ( ( xls)

·         OBIEE 11gR1 Certification Matrix posted under:            System Requirements and Supported Platforms for Oracle Business Intelligence Suite Enterprise Edition 11gR1 ( ( xls)

Thursday Feb 28, 2013

Java JRE 1.7.0_15 Certified with Oracle E-Business Suite

Java Runtime Environment 7u15 (a.k.a. JRE 7u15-b03) and later updates on the JRE 7 codeline are now certified with Oracle E-Business Suite Release 11i and 12 for Windows-based desktop clients.


Tuesday Feb 26, 2013

"Hungarian Rhapsody" | Support-Customer Event

Last week, Budapest, Hungary played host to a remarkable customer event, to which I was invited to speak on a host of topics including Support Best Practices, Proactive Support, Platinum Services and more. The Hotel Novotel Budapest Centrum was a fabulous location and served the needs of over 80 customers and employees in attendance.

The event agenda included a welcome by Irek Hytros, Oracle Sr. Director of Customer Management. Afterwards, Country Support Leader and Customer Service Manager, Izabella Gruhala delivered an interview (pictured right) with one of Hungary's first Platinum Services Customers, Tamas Benyi from ORFK (Hungarian Police Department). Tamas provided the audience with the deliverables, benefits and successes of being a Platinum Services Customer.
Thank You Tamas!

Additionally, there were sessions from Laszlo Kiraly (right) from Oracle Consulting Services and Istvan Gere (left) from Oracle University. Both provided fantastic information from both lines of business and really communicated the benefits provided by Oracle.

Sessions were conducted by myself on the Value of Oracle Support, a walk-through of My Oracle Support Best Practices, Proactive Support, Platinum Services and the Exadata Support model. Thanks for all the wonderful questions and audience participation.  You helped to make this foreigner feel most welcome.

Overall it was a fantastic event attended by many, that without their participation would not have made it such a tremendous success.  I had a privilege of speaking to several of our customers one-on-one.  I met with Tamas Izsak from Oracle Partner AppWorks and representing the Hungarian Oracle Users Group, and also Laszlo Zoo, Oracle DBA/Developer from Invitel

Thank you all for your loyalty and business.  We appreciate our customers.

Tuesday Nov 27, 2012

Customer Spotlight - CSX: Charles Pack

A couple of weeks ago, I had the distinct privilege of facilitating a training session with CSX
CSX is a wonderful customer.  They've been a dedicated Oracle customer for many years. They have quite an extensive Oracle footprint including Server Technologies, Fusion Middleware and E-Business Suite products.  They also utilize Oracle's Solution Support Center offering from Advanced Customer Services, for their Database products.

I'm always on the lookout for Oracle gems and I discovered one at CSX. Before my session began, I met with Charles Pack.  In my view, he's an Oracle guru.  Don't take my word for it, just read any of the books he's authored or co-authored and the one soon to be released.  Just looking at his bookshelf, I saw titles going back to Oracle 7 & 8, as well as a Solaris 2.x book.  Remember those?   Anyway, Charles is a technologist and a manager (and wears numerous other hats too).  I had a wonderful time talking with Charles and getting to know him. 

What do you consider keys to your personal success?  Inability to quit.  When I decide that I will accomplish something, I will, regardless of the nature of the challenge.  Never quitting means a perpetual drive for change and progress and setting examples for others to follow.  The reason I write OCP books is because I can provide a path for people to improve their knowledge of the product, gain a certification, and reach their professional goals.
What do you consider the most important part of your job?  Negotiations.  We all have competing goals, incentives and finite resources, but we should all have the same common goal – progress.  So finding the way for all parties to progress is the most important thing we do.
What is the most important part of your relationship with Oracle?  Oracle provides solutions – not just products - that are critical to our business success.  So continuous communication regarding education, services, product roadmaps and shared goals is the most important part of our ongoing relationship.

Charles is an Oracle loyalist.  His career has been based on using our products and he's passionate about the products he works with.  You can tell, just by talking with him.  I appreciate Charles and other customers like him.  He's an expert in his field and an Oracle evangelist.  He is an asset to CSX and to their success.  He's an advocate for Oracle and an asset to our customers.  You can also friend and follow Charles on Twitter @charlesapack

It was a pleasure meeting you Charles!

-Chris Warticki
Global Customer Management

Tuesday Nov 20, 2012

Customer Support Spotlight: Clemson University

I've begun a Customer Support Spotlight series that highlights our wonderful customers and Oracle loyalists.  A week ago I visited Clemson University.  As I travel to visit and educate our customers, I provide many useful tips/tricks and support best practices (as found on my blog and twitter). Most of all, I always discover an Oracle gem who deserves recognition for their hard work and advocacy.

Meet George Manley.  George is a Storage Engineer who has worked in Clemson's Data Center all through college, partially in the Hardware Architecture group and partially in the Storage group. George and the rest of the Storage Team work with most all of the storage technologies that they have here at Clemson. This includes a wide array of different vendors' disk arrays, with the most of them being Oracle/Sun 2540's.  He also works with SAM/QFS, ACSLS, and our SL8500 Tape Libraries (all three Oracle/Sun products).

(pictured L to R, Matt Schoger (Oracle), Mark Flores (Oracle) and George Manley)

George was kind enough to take us for a data center tour.  It was amazing.  I rarely get to see the inside of data centers, and this one was massive.

Clemson Computing and Information Technology’s physical resources include the main data center located in the Information Technology Center at the Innovation Campus and Technology Park. The core of Clemson’s computing infrastructure, the data center has 21,000 sq ft of raised floor and is powered by a 14MW substation. The ITC power capacity is 4.5MW.  The data center is the home of both enterprise and HPC systems, and is staffed by CCIT staff on a 24 hour basis from a state of the art network operations center within the ITC. A smaller business continuance data center is located on the main campus.  The data center serves a wide variety of purposes including HPC (supercomputing) resources which are shared with other Universities throughout the state, the state's medicaid processing system, and nearly all other needs for Clemson University.

Yes, that's no typo (14,256 cores and 37TB of memory!!!

Thanks for the tour George and thank you very much for your time.  The tour was fantastic. I enjoyed getting to know your team and I look forward to many successes from Clemson using Oracle products.

-Chris Warticki
Global Customer Management

Tuesday Nov 13, 2012

EVENT RECAP: Oracle Health Sciences Conference

Monaco served as an intense location for this year's Oracle Health Sciences User Group conference.  It was a "Grand Prix" event with nearly 200 attendees from all over the world.  In a country famous for high performance race cars, luxury super yachts and lifestyles of the rich & famous, the conference was very Ellison-esque. I think the Superyachts were being paired with Exadata. ;)

The OSHUG staff were fantastic . Robin and Taylor (pictured left) from Drohan Management took care of all the details and were wonderful to get to know.

I met with some real Oracle loyalists.  Stan Sachar,  I.T. Manager for Westatand the Focus Group co-chair for Admin Configuration Mgmt (ACM).  Westat was an early adopter of Oracle Clinical for clinical trial projects with installations in 1997-98.  I had a chance to talk with Stan during the reception and he is an Oracle advocate and evangelist. He's invested in his career in using Oracle products. (Stan Sachar pictured right with Dick Wolnick from Oracle, on left)

I also met with Mirco Becker from Grunenthal Gmbh.  He's been working with the Argus product for over 6 years.  He's a big user of Oracle Support. Mirco attended my support best practices session and was actively engaged and asked several questions.  He's excited to adopt those best practices and work more efficiently and effectively with Support.

Finally, I thank the many who attended my session.  I admit, the beautiful weather and view of the ocean was a distraction, but nonetheless my mission was to provide you with all the necessary support resources for Health Sciences users. You will find a copy of my presentation on the OSHUG website.

Bon Voyage Monaco.  Thanks for the memories.  I'll see everyone next year, in Miami.

-Chris Warticki
Global Customer Management

Wednesday Oct 31, 2012

EVENT RECAP: Oracle Day & Product Fair - Atlanta

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.


Yesterday, I had the opportunity to participate in the Oracle Day & Product Fair in Atlanta, Georgia.  Thanks to those who stopped by to ask your support questions and watched me demo My Oracle Support features and best practices.

It was a fantastic turnout.  The Buckhead Theatre served as an excellent venue. It was standing room only for the double keynotes on topics of interest to our customers: Navigating Complexity by Simplifying I.T., and Oracle Exadata X3-Transforming Data Management.


The Product Fair was staffed by many Oracle professionals and our Partners too.  It was great meeting new people like the team representing OAUG.  Many thanks to our sponsors: BIAS, Cloudera, Intel and TekStream Solutions.

Come attend one of the many Oracle Days & other events planned for you.

I'll be attending the one Ft. Lauderdale, FL on November 15th. See you there.

-Chris Warticki
Global Customer Management

Monday Aug 06, 2012

Relationally Challenged (CX - CRM - EQ/RQ/CRQ)

Everything seems to be about the "Experience". Lately, I've been listening to a lot of 'stuff'. A lot of business stuff.  A lot of customer stuff. A lot of operations stuff. A lot of experience stuff.  A lot of satisfaction and dissatisfaction stuff.  In my attempts to absorb it all, here is my 2 cents of unsolicited, opinion given little-to-no information whatsoever (but in this case, it's regarding a lot of stuff).

  • Let's take the basics - CRM.  Customer....Relationship....Management.  Seems simple right?  Why is everyone making it so complicated? Customer....Relationship....Management.
  • EQ - Emotional Intelligence Quotient.  Sounds like there's too much math involved. I'll skip this and anything else in need of a quotient.
  • Now, the big thing lately is all about the CX - Customer Experience.  Sounds jazzy. I'm all about a great customer experience, just like the next person.

Can we just keep it simple?  Really, what's with all the management? Why all the math?  Just what experience is everyone chasing?

How about we just dumb it down, strip it to the core, keep it simple and LISTEN?!  No more focus groups, no more surveys, and no need to gather more data. We have plenty of that. Why not just provide the customer what they are asking for and not for what they aren't asking for?  I know what you'll say, "it's because they don't know what they need until we tell them what they need" , right?  Wrong.

We're all relationally-challenged.  Yes, that's right.  It may sound politically correct, but we're all needy and require the deep down desire to be heard, understood and responded too. 

Where's this all coming from?  I don't know.  Perhaps, I'm just ranting, blogging, blah blah blah.  All of this to say the following:  If you're focusing your attention on customer relationships that have already decided you're not giving them enough attention and they're walking away, you've lost.  What's the math these days on costs of relationship recovery?  Focus on Relationship-Retention and you'll avoid divorce court. I'm not saying to forget the ones walking away. Go after them and let it be a lesson to never forget about them.

What have you done for your customer lately in order to build relationship?  Nothing else. All motives aside.  Nothing needed in return. Just pure, simple relationship building.  Reach out and LISTEN. Then, listen some more.

Chris Warticki works for the Global Customer Management team for Oracle Support.  He is passionate about customer service, cares FOR the customer and enjoys working with them each and every day.

Thursday Aug 02, 2012

Countdown to MOS Flash Portal Retirement

Only 8 more days!! There wil be a huge retirement party - somewhere ;)  My Oracle Support is fully available in the HTML site. When the switch is complete only the HTML site will be available, and the Flash site will be retired. Read my previous blog post about all the communications that have been sent out.

Check the My Oracle Support blog for additional information, comments and feedback.

See you at the retirement party! :P
- Chris Warticki, Global Customer Management
#Oracle News, Info & Support

Thursday Jul 19, 2012

Oracle Premier Support Gives You the Right Tools

Are you overlooking proactive resources available at no additional charge that can help you get more from your Oracle Premier Support investment?

With the wealth of resources available, it may not always be clear where to start. Support Best Practices can guide you to success; showing you the right tool for your situation and how to use it effectively.

A series of live and on-demand instructional webcasts that provide support customers with the skills and knowledge to use relevant proactive capabilities and maximize the value of Oracle Premier Support is the most recent benefit.

The Inside Track for Oracle Premier Support Customers and Partners

We will show you how to take advantage of the proactive portfolio.

Subject Matter Experts leverage real-world scenarios to facilitate the knowledge transfer. Demonstrations. Q&A and Hands-on Labs solidify your learning so you can apply the skills.

Both new and experienced Oracle Support Partners will find new information and new approaches to keeping Oracle products performing.


Join us. Leverage this opportunity to learn Support Best Practices. Working proactively will help you work more efficiently. That gives you more time to focus on what is important. Your business’s goals.
Register now for Resolve—Find Answers Fast.

Questions? Contact Oracle’s "Get Proactive" team today.

Thursday Jul 12, 2012

Ask the Support Blogger - Error Correction Support

I've found that Error Correction Policies are vital to understand regarding the subject of Product Lifecycle Management.  Is there a central repository?  Thanks in advance for your help.

The ECS policies that do exist are very valuable for our customers to understand Product Lifecycle Management.  A good thing to remember is that the Lifetime Support Policy defines the "When" of product support.  The ECS Policies define "How" those products are supported by Development.   (LSP = When.  ECS = How)

Basically, this means that Development doesn't keep each and every patchset codeline open and available for fixing. Customers must keep up to to date.  A customer on can't claim that they are supported because 11.2 is still in Premier Support.  They must be on or within what's known as the grace period.

Historically speaking the ECS Policy for Database has been around for over a decade.  The ECS policy should be no surprise to DBA's nor Developers that have been using our products for a long time.  EBS Development got on board just a couple of years ago with their own.  Most other products, especially recent acquisitions, do not have them. 

There is no repository of these policies. Some are footnoted in the Lifetime Support Policy, but there are only 2 major ones that I'm aware of in My Oracle Support

  1. Database, FMW, EM Grid Control, and OCS Software Error Correction Support Policy  Note 209768.1
  2. Oracle E-Business Suite Error Correction Support Policy Note 1195034.1

There are some minor ones too.

  • Error Correction Policy and Lifetime Support Policy FAQ for Oracle JRockit 5.0 and 6 - 1450360.1
  • Error Correction Policy as it applies to Oracle WebLogic Portal (WLP) - 1308963.1
  • OIM Lifetime Support and Error Correction Policy - 1372476.1

Others (there could be more)

  • Siebel CRM Patching Policy 1313941.1
  • Patch and Support Policies for Oracle Retail RPAS and RPAS-Based Applications 750841.1
  • Oracle Retail Point Of Service (ORPOS) Product Suite Patch And Hotfix Release Policy 798177.1

There isn't one for Sun, that I'm aware of or found.

- Chris Warticki, Global Customer Management
#Oracle News, Info & Support

Wednesday Jul 11, 2012

MOS Flash Going Bye-Bye...Welcome MOS HTML(ADF)

When MetaLink switched over to My Oracle Support......we'll, I won't go there.  I'm still twitching from the aftermath and the all publicity my blog received.  Remember, I'm FOR the customer.

My Oracle Support Outage Planned for Weekend of July 13, 2012 - check your MOS Dashboard - Site Alerts

Read the following communications and watch the video with Dennis Reno, VP, Customer Portal Experience.

  1. Dear Valued My Oracle Support User 
  2. My Oracle Support Upgrade Begins July 13, 2012 
  3. The New My Oracle Support User Interface [ID 1385682.1] 

We encourage you to regularly access The New My Oracle Support User Interface Web Page (Article ID 1385682.1) for up-to-date transition information and to review the video series that takes you through My Oracle Support’s features and functionality using the new HTML interface.

Learn the Basics in Minutes
Quick Start - Service Request Flow
Service Request Management
Features and Functionality
Customer User Administration
Hot Topic Email
Service Request Profiles
Quick Search

If you have any questions or feedback, please log into My Oracle Support and use the “Contact Us” link located in the upper right hand corner. You can also provide feedback by taking this brief survey.

- Chris Warticki
#Oracle News, Info & Support

Tuesday Jul 10, 2012

Platinum Services – The Highest Level of Service in the Industry

Oracle Platinum Services provides remote fault monitoring with faster response times and patch deployment services to qualified Oracle Premier Support customers – at no additional cost.

We know that disruptions in IT systems availability can seriously impact business performance. That’s why we engineer our hardware and software to work together. Oracle engineered systems are pre-integrated to reduce the cost and complexity of IT infrastructures while increasing productivity and performance.

And now, customers who choose the extreme performance of Oracle engineered systems have the power to access the added support they need – Oracle Platinum Services – to further optimize for high availability at no additional cost.  In addition to receiving the complete support essentials with Oracle Premier Support, qualifying Oracle Platinum Services customers also receive:

     24/7 Oracle remote fault monitoring

    Industry-leading response and restore times

o   5-Minute Fault Notification

o   15-Minute Restoration or Escalation to Development

o   30-Minute Joint Debugging with Development

    Update and patch deployment

Visit us online to learn more about how to get Oracle Platinum Services

Thursday May 10, 2012

Spatially Speaking: Conference & Support Resources

Do you use geospatial information to interpret marketing and operations data? Are you engaged in analyzing customer demographic information?  Do you find yourself asking "where is this happening" when you look at spreadsheets of sales data?

...then you need to attend Location Intelligence 2012.  Directions Magazine and Oracle are collaborating to offer consecutive events over two days in Washington, DC:

Location Intelligence Conference - May 22, 2012  - Directions Magazine's Location Intelligence Conference will offer a multi-track program exploring the latest industry trends

Oracle Spatial User Conference Agenda - May 23, 2012- Oracle Spatial User Conference will offer training, deep dives, case studies in BI, cloud, from government, utilities & more, special partner sessions.

Both events will include tracks of value to senior management, C-level directors, as well as developers.

Join our “Oracle Support for Spatial” Session. – Richard Pitts, one of Oracle’s Spatial experts will be presenting the best practices for Oracle Support for Spatial and will also be available to field your questions.   Learn about the Oracle Support process, including the bug life cycle and Spatial patchsets, so you can understand how to obtain optimal resolutions to your issues.  Richard will be presenting May 23rd, 2012:  9:45am - 11:45am Horizon Room "A

If you are unable to attend the event, but still want to know about what Oracle Support has to help you with Spatial.  Visit My Oracle Support and check these out…

Spatial Tools for Oracle Database     Included with Oracle Premier Support 

Product Information Center

  • Master Note for Oracle Spatial and Oracle Locator Installation [ID 220481.1]
  • This is the Master Note for Oracle Spatial and Oracle Locator Installation
    Includes links to Installation, Deinstallation and Verification of Oracle Spatial and Oracle Locator


  • Oracle Spatial Patch Bundle  [ID 1073203.1]
  • Map Viewer Patches [ID 959683.1]

Installation and Deinstallation

  • Steps for Manual Installation / Verification of Spatial 10g / 11g [ID 270588.1]
  • Steps for Manual Installation of Oracle 9i Spatial  [ID 220484.1]
  • SDO 8.1.x: Steps for Manual Installation of Oracle 8i Spatial Data Option [ID 110217.1]
  • Steps for Manual De-installation of Oracle Spatial ( to [ID 179472.1 ]


  • Upgrade/Migrate Locator or Spatial from 9.2.0 or 10.1.0 to 10.2.0.x [ID 395033.1 ]
  • Upgrade/Migrate Oracle Spatial from 8i (8.1.5, 8.1.6, 8.1.7) or from 9.0.1 to 9.2.0 [ID 222630.1 ]
  • Important Installation Notes for Version 9i Release 2 [ID 248240.1]

Installation Verification

  • Verification of an Oracle 9i (Release 2 - 9.2.0) Spatial Installation [ID 221174.1]
  • Verification of an Oracle 9i (Release 1 - 9.0.1) Spatial Installation [ID 221180.1 ]
  • Verification of an Oracle 8i (Release 3 - 8.1.7) Spatial Installation [ID 132102.1 ]
  • How to validate invalid MDSYS objects? [ID 1057912.1]

For more information about Oracle’s Spatial Support Product and Solutions, visit our web site on

Wednesday Apr 18, 2012

EXADATA Support Resources

There's a multitude of resources out there for Exadata and it can leave one EXA-hausted.  Here's a list I've put together and invite others to contribute their comments and feedback.

Exadata Database Machine Product Information Page

Take a class! - Exadata Training I recently heard someone say that it's not like you just bought a new Ferrari and you don't know how to drive, it's that you just bought yourself a LearJet and you've never flown a plane before!

Exadata Learning Path

My Oracle Support

80+ Tutorials, Videos & Demos on the Oracle Learning Library - FREE!  There's more. Check it out!

Exadata Forum on OTN



Subscribe to at least 1 newsletter

Exadata on Oracle Mix 

Oracle Exadata SIG

Oracle Exadata Users and Exadata Professionals on Linked-In 

Have a great week!

- Chris Warticki
#Oracle News, Info & Support

Monday Mar 12, 2012

Support Patching and Maintenance Advisors

Patching and Maintenance Advisors include steps to create a viable patching and maintenance strategy including a complete project patch plan specific to your environment. If your environment is not listed below, help us to expand our services by adding a comment to this document or creating a thread on the Patching & Maintenance Advisor community.









- Chris Warticki
#Oracle News, Info & Support

Thursday Mar 08, 2012

Proactive Support Presentations

Have a look at the Hardware and Software Proactive Support presentations and best practices from OpenWorld 2011.

Oracle Corporation
Get Proactive!
Proactive Support Presentations


The OpenWorld Sessions Index [Doc ID 1360714.1] includes:

Best Practices for Maintaining and Upgrading Oracle Solaris

Best Practices for Maintaining and Upgrading JD Edwards [Doc ID 1360718.1]

Best Practices for Maintaining and Upgrading Oracle Database

Best Practices for Maintaining Oracle Fusion Middleware and Oracle Exalogic [Doc ID 1360530.1]

Best Practices for Supporting Oracle Exadata

Best Practices for Supporting Sun Server and Storage Systems

Best Practices for Maintaining and Upgrading Oracle E-Business Suite 12

Best Practices Supporting Oracle Enterprise Performance Management Applications

Best Practices for Maintaining and Upgrading PeopleSoft Enterprise

Best Practices for Maintaining and Upgrading Siebel CRM

Best Practices for Maintaining Primavera EPPM Solutions

Best Practices for Maintaining and Troubleshooting Oracle Fusion Applications

Get Proactive: Best Practices for System Uptime and Performance


Problem Prevention

  • Why use the Oracle Configuration Manager (OCM) (Video)
  • My Oracle Support Health Check Catalog [Doc ID 868955.1]
  • Introduction to the new Health Recommendations features in My Oracle Support (Video)
  • Oracle Sun System Analysis (
  • Patch Recommendations & Patch Plans (Video)
  • Upgrade Planner (Video)

Oracle Configuration Manager (OCM) - go to Collector tab in My Oracle Support portal to access resources and training to learn more and get started using OCM.

Automated Diagnostics / Resolution

· ORA-600/ORA-7445 Error Look-up Tool [Doc ID 153788.1]

Best Practices

· Oracle Support Lifecycle Advisors [Doc ID 250.1]

  • Introduction to the new Certify Search in My Oracle Support (Video)

My Oracle Support Community


Thursday Jan 12, 2012

Ask that Support Blogger...he'll know (RSS for his Paper)

Hi Chris, I was trying to find the RSS feed link for your "#Oracle News, Info and Support"; I'd like to unsubscribe the email feed and switch to RSS.

Great question.  RSS isn't a feature from the service itself, however I have found a solution for you.  Go to; Put the following into the 3 fields

Then you can remove yourself from receiving the email and then follow the RSS.  This is a great way to reduce your email.

You can also follow me on Twitter and receive notification of the daily release of my newspaper.

- Chris Warticki, Global Customer Management
#Oracle News, Info & Support


Wednesday Jan 11, 2012

Ask that Support Blogger...he'll know (Notifications)

Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information?  My customer wants to know about the release dates of  bundle patches in order for them to plan accordingly. 

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer: First, Development rarely, if ever, posts release dates for patch sets or bundle patches, even single patches for that matter. (unless it's a Sev1)  The Knowledge Base for any Product within My Oracle Support is the collection of all support-created content (alerts, notes, bulletins, FAQ's etc).

Configuration of My Oracle Support dashboard (Knowledge Articles section) include items that are content related, either new or revised.
Therefore, if a patchset or major patch is released, then a support engineer would need to create an 'alert' or piece of content in order to be pushed to the Alerts/Knowledge Articles section of MOS.  So, support doesn't create a note or alert for every patch that is created.  That would be information overload.  For patches, they mostly just create them for high-priority patches and patchsets.

Additionally, a customer can subscribe to push email notifications within the Settings > Hot Topics Email within MOS.  Doing so, under the Product Monitoring section includes Bugs that Development is working or revised.  Upon notification a customer then logs an SR with Support, requests to be attached to the bug, and tracks the status within the Bug Summary field in the Dashboard. Then they can mark those bugs as favorites, which is another notification option in the Hot Topics Email section

For more information on configuration the MOS Dashboard and Email Notifications, click this note
Dashboard Customization (7:18 mins)
My Oracle Support Site Alerts (3:10 mins)
Hot Topic E-Mail (3:28 mins)

- Chris Warticki, Global Customer Management
#Oracle News, Info & Support

Friday Jan 06, 2012

Ask the Support Blogger....he'll know (Skills & Training)

Question:  Is there any model or definition of the skills/resources that clients should have to effectively use and support various Oracle products?  We're looking to do a gap analysis of what they need and what they have, and to show where Advanced Customer Services can fill the gaps?

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer:  Begin by going to Oracle University and do a job role guided learning path.  There's really no model (that I know of), but I've created a decent checklist which is a good starting point for a discussion with your customer.  Check this blog article out - 8 Habits of Highly Effective Oracle Support Users

Chris Warticki, Global Customer Management
#Oracle News, Info and Support

Thursday Jan 05, 2012

Ask the Support Blogger....he'll know (Data Collections)

Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of  issues?  For instance, if it's a performance issue, they should expect to be asked for AWR reports... so they might as well upload them as early in the process as they can.

I receive lots of questions both internally and from our customers on best practices and resources.  I'm going to start posting them here for all to benefit.

Answer: By default - a customer should ALWAYS upload an RDA.  Don't wait for Support to request it. Just give it too us when the SR is logged. RDA is the most comprehensive Data Collector we have. They should run via cron job every day as a best practice anyway.  Attend my next FREE Customer Workshop on RDA and DBA Diagnostics on January 26th, 2pm EST.

With regards to Performance Data Gathering:
Have the customer begin by having EVERY DBA READ - Oracle Performance Diagnostic Guide (OPDG)
Then, determine if they need to use HANGFG User Guide, OSWatcher User Guide, or LTOM User Guide or all three.  If the customer is using a product solution like EM/Grid/Cloud Control then even better. Product solutions help prevent problems.  For some FREE training on those products, check out the Oracle Learning Library.

Also, instead of waiting for a webconference to be scheduled and coordinated - have the customer record their problem using CamStudio.  Don't log another SR without using it and uploading it at the time the SR is created.

Of course, there's Oracle Configuration Manager (gotta plug that one) and there's a host of other data collector tools listed in my post here. (see #5)

- Chris Warticki
#Oracle News, Info & Support

Tuesday Dec 13, 2011

Good example of Proactive Support from EPM/BI

Proactive Support is a huge initiative at Oracle Support. It has been for a long time.  Proactive Support doesn't just mean adding content to the knowledge base. It's not just another 'tool' to use.

The Best Support is NO Service Request!

A good example of a team that is working hard at being proactive is the EPM / BI team.  They have great information on their blog.  If you are using these products, subscribe to their blog feed.

Proactive Support is about meeting your customers where they are.  Social media is an important tool to leverage with our customer base.  Stay connected.

Chris Warticki, Global Customer Management
#Oracle News, Info and Support

Wednesday Sep 28, 2011

Oracle Twitter List

When I speak to customers and educate them on the variety of support communities that exist, Twitter is an untapped resource by the Oracle masses.  Recently, I was in a room of over 60+ customers, none of which had a twitter account nor follow any of the Oracle Tweeters from Oracle.

Until the OracleWiki is back, I've compiled a list that should get you started. I didn't include just anyone that tweets on Oracle, just those from our major product lines and lines of business. I added some of the usergroups too.

Embrace Twitter.  It will help you filter information to the Oracle products, services and events that are of interest to you.

  • OracleHealthSci OracleHealthSciences
    Oracle is a strategic business software and hardware systems provider to the health sciences industry
  • OracleMW Oracle Middleware
    Oracle Fusion Middleware 11g is the #1 application infrastructure foundation available today.

  • ORCLPartnerBiz OrclPartnerServices
    We are @emiliade & @mariusavram, Social Media Leads at Oracle Partner Business Center. Have a question? Tweet and we will reply.
  • OracleEPPM Oracle Primavera
    Oracle Primavera is the #1 provider of Enterprise Project Portfolio Management Solutions
  • OracleDevTools pieter humphrey
    All around Eclipse, JDeveloper/ADF, NetBeans, GlassFish and WebLogic content guy for Oracle Fusion Middleware's Java developer tools
  • OraclePress Oracle Press
    Authoritative, comprehensive, and current references on Oracle products and technologies.
  • OracleComms Oracle Comms
    Oracle Communications delivers a complete, open, and integrated platform for the communications industry.
  • OracleSQLDev OracleSQLDeveloper
    Oracle SQL Developer Product Marketing, Management and Development Team #sqldev
  • orafaq Oracle FAQ
    Monitor what's happening on and the rest of Oracle land.
  • odtug ODTUG
    The Oracle Development Tools User Group twitter updates about all things relevant to developers using Oracle databases.
  • Oracle_Edu Oracle University.
    Learn Oracle From Oracle
  • oracleopenworld
    Get the inside scoop, important announcements, and valuable tips and tricks for making the most of your experience at Oracle OpenWorld.
  • OracleProfit Profit Online
    Stay tuned to the latest news about Oracle, IT strategy, leadership, and driving your business to success.
  • QuestUserGroup Quest International
    The learning and networking source for Oracle apps professionals
  • JDeveloper JDeveloper & ADF
    ADF is an end-to-end Java EE framework that simplifies development by providing out of the box infrastructure services and a visual and declarative development
  • OracleBlogs OracleBlogs
  • oracleEPMBI Oracle EPM & BI
    Official account for Oracle's Hyperion Enterprise Performance Management and Business Intelligence Product News, Updates, and Conversation.
  • oracleutilities Oracle Utilities
    Oracle provides utilities with the world's most complete set of software choices.
  • ORCL_Virtualize OracleVirtualization
    Oracle offers the only complete desktop-to-datacenter virtualization solution to virtualize and manage your full hardware and software stack, from apps to disk.
  • PeopleSoft_Info PeopleSoft
    PeopleSoft Information Development - Your One Stop Shop for PeopleSoft Content
  • oraclemix Oracle Mix
    Social network, idea sharing, groups and more for the Oracle community:
  • OracleCRM OracleCRM
    Tweets about what's new with Oracle's Complete CRM products.
  • Oracle_EMEAPR Oracle_EMEAPR
    Official news and updates from the EMEA PR team
  • oraclewebcenter Oracle WebCenter
    Oracle WebCenter is the user engagement platform for social business, connecting people and information. Stay up to date with product news, events & more.
  • HyperionUserGrp OAUG Hyperion SIG
    The purpose of the Hyperion User Group is to share resources to help leverage your investment in Oracle Hyperion Performance Management. Join Us!
  • OracleWebLogic Oracle WebLogic
    Check out our YouTube channel for videos and info about WebLogic
    The Oracle Applications Users Group (OAUG) is a global organization that enhances the capabilities of real Oracle Applications users.
  • OracleDatabase Oracle Database
    Oracle Database news, events, learning resources, and lots more.
  • oraclemagazine Oracle Magazine
    Oracle Magazine contains technology-strategy articles, Oracle and partner news, customer features, and more.
  • Exadata Exadata PM Team
    The Oracle Exadata Storage Server is a storage product highly optimized for use with the Oracle database.
  • OracleE20 Oracle E2.0
    Oracle Enterprise 2.0: Improve Enterprise Productivity by Connecting People, Content and Business Processes
  • OracleBPM Oracle BPM
    The Oracle BPM corporate Twitter account that covers Oracle Business Process Management offerings.
  • chriscmuir chriscmuir
    Oracle ACE Director, nuff said
  • oracleace Oracle ACE Program
  • OUM_Info OUM
    The Oracle® Unified Method (OUM) is Oracle’s standards-based method that enables the entire Enterprise Information Technology (IT) lifecycle.
  • Oracle_OnDemand Oracle_OnDemand
    Oracle On Demand helps customers control their systems to drive business performance. We deliver Oracle's cloud services - gain speed, lower cost, reduce risk.
  • Oracle Oracle
    Stay connected with all things Oracle: products, services, training, news, events, promotions, and more.
  • OracleHCM Oracle HCM Marketing
    The OracleHCM team is a group of dedicated folks at Oracle that represent E-Business Suite, PeopleSoft, and Fusion HCM product lines.
  • peoplesoftwiki PeopleSoft Wiki
  • OracleRetail Oracle Retail
    Oracle is the #1 provider of innovative and comprehensive software solutions for retailers
  • myoraclesupport My Oracle Support
    Follow the My Oracle Support Team for the latest news and information. Views expressed here are our own & do not necessarily reflect the views of Oracle.
  • OracleMiddle Oracle Middleware
    Oracle Fusion Middleware
  • soacommunity SOA Community
    Hey there! SOA Community is using Twitter. Join us to network and exchange with the community! What’s happening? Start sharing your tweets @soacommunity
  • wimcoekaerts Wim Coekaerts
    I manage Oracle Linux, Oracle VM (x86 + sparc), Virtualbox, Sunray, Oracle VDI and Secure Globlal Desktop at the big O (Oracle) along with MySQL support.
    News on COLLABORATE 12: Technology Applications Forum for the Oracle Community - OAUG Forum! COLLABORATE is presented by IOUG, OAUG & Quest.
  • oracle_em OracleEnterpriseMgr
    Follow the news around Oracle Enterprise Manager
  • AgilePLM Oracle Agile PLM
    mo betta, fasta, cleana products: evolving your product value chain. The official tweets from the Oracle Agile PLM team.
  • oracle_biee Oracle BI
    Oracle Business Intelligence product management team. Views expressed on this Twitter feed are our own & do not necessarily reflect the views of Oracle.
  • ORCL_Linux Oracle Linux
    Oracle Linux -- fast, modern, reliable -- free to download and distribute. Oracle delivers enterprise-class, highest quality support for Linux at lower cost.
  • oraclepartners ORCL PartnerNetwork
    Oracle PartnerNetwork is Oracle's official partner program - also known as OPN Specialized.
  • theappslab Oracle AppsLab
    Small development team within Oracle WebCenter, building cool stuff and blabbing about it. 
  • OracleEvents Oracle
    This is a automated feed with Oracle Events.
  • Oracle_EBS Oracle eBusiness
  • java Java
    The official Twitterstream of the #1 programming language in the world
    Independent Oracle Users Group - Database and Technology Professionals, COLLABORATE 12 Partner. Get picked up on our feeds with hashtags #IOUG and #C12!
  • OracleFS Oracle Financial Svs
    Oracle delivers a comprehensive footprint of best-of-breed applications built on open standards to meet the needs of financial services institutions worldwide
  • OracleIDM Oracle Identity Mgmt
    Oracle Identity Management offers the most complete, best in class solution for your security needs
  • otnatopenworld otnatopenworld
  • OTNArchBeat OTNArchBeat
    News and updates covering what's happening in the Oracle Technology Network architect community.
  • OracleJDEdwards  Oracle JDEdwards
    News and updates covering what's happening in the JDE community.

Chris Warticki, Global Customer Management
#Oracle – Daily of OpenWorld Info
#Oracle News, Info and Support

Tuesday Aug 16, 2011

8 Habits of Highly Effective Oracle Support Users

First – The #1 investment is the product itself, therefore study the product

Oracle University
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
EBS and Database Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support and Use Configuration Manager

Customize your Dashboard & use Powerviews
Install and setup Configuration Manager
QuickStart Guide
Security Concerns?
Videos here

#4 – FIND it, the FIRST time, FAST!

Use the Knowledge Browser in My Oracle Support
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
Database Script Library
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

#6 – Engage with Oracle Support

Check Configuration Manager Healthchecks and Patch Recommendations
Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (RDA and others)
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

Oracle Community-wide Resources

Oracle Technology Network Forums

Twitter Directory

Oracle Podcasts





#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

- Chris Warticki
#Oracle News, Info & Support

Wednesday Jan 28, 2009

16 Ways to Cut Costs & Save

[Read More]

Thursday Aug 07, 2008

Support Tools, Diagnostics, Scripts and Resources

[Read More]

Monday Aug 04, 2008

Support Doesn't Begin & End with MetaLink

[Read More]

Chris Warticki
Support Specialist, (HPI)Corporate Athlete, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 17 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


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