My Oracle Support – Priority Handling Expands

The Service Request Fastpass that I wrote about last July has now expanded.  Priority Handling is now being delivered for E-Business Suite, Fusion Middleware, Siebel, and PeopleSoft Service Requests. What does that mean?  How does one receive Priority Handling, you ask?

By linking a configuration to your service request, Oracle can automatically search its vast knowledge base to solve your problem quickly and more effectively.

Existing Priority Handling (Database Only pilot)-users have reported they can create Service Requests up to 50% faster when they attach a configuration. Take advantage of this exciting new service and download the Oracle Configuration Manager collector and attach a configuration to your service request via My Oracle Support.

Achieve faster problem resolution by simply and automatically attaching a configuration to your service requests.

Having pre-collected data that is current and automatically viewable reduces cycle time and pinging back and forth.  Also, My Oracle Support provides proactive healthchecks and patch advice against that data.  Who doesn’t want that?  My Oracle Support embeds automated configuration management capabilities into the support workflows to deliver faster resolution times.

-Chris Warticki

twittering @cwarticki
Join one of the Twibes - http://twibes.com/OracleSupport or http://twibes.com/MyOracleSupport

Comments:

MOS is totally awful. Today it is down and support for oracle databases is ZERO.

Posted by Alan on February 04, 2010 at 01:41 AM EST #

Chris, Is there any chance that you can get the agents to actually use the configuration information when dealing with SRs. I've used both RDA and ADRCI in the past to upload configuration information only to be asked daft questions like "please give the output of `uname -a`" on a win32 box. For the record I've spent some considerable billable time today on a client issue where the non-responsiveness of support.oracle.com and updates.oracle.com have led to it taking 6 hours to get a 1.1mb patch. (most of that time the support site was completely unusable). Right now that time looks likely to go into our lost time bin since we can't expect the client to pay a days fees for an hours work. This will also be fed back through the partner program since the current performance of oracle support is costing real businesses real money.

Posted by Niall Litchfield on February 04, 2010 at 03:01 AM EST #

Niall, Apologies for the unplanned downtime. The portal will be back up soon, if not by the time you read this post. If our support staff is not reading the Configuration or RDA information that you've provided - which of course is what Oracle is promoting customers to do - then please use the Escalation process right away and put a stop to it. http://blogs.oracle.com/Support/2009/08/support_escalation_processagai.html When you talk to the manager about your service request, tell them, "Hey, I'm using Configurations. I uploaded my RDA and they aren't reading it. The information is right in there. I'm doing what you've asked - let's go to work on this." I don't tolerate perceived stall tactics, neither should any customer. When in doubt speak to a manager by using the escalation process. http://blogs.oracle.com/Support/2009/08/support_escalation_processagai.html Regards ~CW http://twitter.com/cwarticki Join one of the Twibes - http://twibes.com/OracleSupport or http://twibes.com/MyOracleSupport

Posted by chris.warticki on February 04, 2010 at 03:21 AM EST #

I have a some questions about Priority Handling. Example: Customer A, Customer B, and Customer C all pay the same amount for their Oracle Support and use the same products. Customer A uses Configuration Manager and allows their servers to connect to Oracle and update daily. Customer B uses Configuration Manager but is not allowed by company policy, or law, to have their servers to connect to Oracle for daily updates. Instead they take the manual configuration route. Customer C chooses not use Configuration at all. When any of these customers creates an SR do they all get the same priority? Do certain ones get moved to the front of the queue? Can Oracle publish a document that exlains this process in detail?

Posted by Jody on February 04, 2010 at 05:32 AM EST #

Under Premier Support, the amount you pay for maintenance doesn't determine how fast your Service Request gets resolved. Oracle doesn't publish our internal operating procedures. Priority Handling aids in submitting the SR with higher data integrity (if kept up to date), which then results in less cycle time back and forth towards resolution. The connected or disconnected modes of configuration manager are options, along with the other features. You don't get Priority Handling if running just in connected mode. You'll receive priority handling with creating your SR using Configuration Manager. (disconnected too) Priority Handling is offered to encourage customers to use Configuration Manager and leverage your investment. Read: http://blogs.oracle.com/Support/2009/01/unreal_roi_oracle_support.html Why not use Configuration Manager to benefit from the Healthchecks and Patch advice and prevent the service request in the first place? It's not about shoving a Service Request through the system faster. It's about prevention - first and foremost. Finally, let's not overlap Severity, Priority and Escalation. Severity is a definition of business impact. Priority aides in resolution. Escalation is a conversation with support management. http://blogs.oracle.com/Support/2007/07/escalations_vs_severity_increa_1.html ~CW

Posted by chris.warticki on February 04, 2010 at 06:05 AM EST #

Thanks for the clarification.

Posted by Jody on February 04, 2010 at 06:48 AM EST #

Chris, why can't the health checks be something we could download and run on our site? Why upload data for health checks that could be done easily onsite? Most of us do our own daily health checks anyway - but we don't log in to support daily. Downloadable scripts/jobs would address the security issues raised with uploading configuration information - and we can always upload it if actually needed. I'm not sure it helps anyone to constantly get emails "you didn't upload a config" when you're notified of that fact - and asked to specify why - when you created the TAR. As far as why not use OCM - because I don't yet have approval to upload this information, and I can't upload unapproved system data. If you're having to FORCE people to use a feature, with lots of carrots, sticks, and nagging, maybe there's a mismatch between their needs and the feature. Most DBAs are pretty sharp about using tools that help them. FWIW.

Posted by Lisa on February 09, 2010 at 04:50 AM EST #

Lisa, Thanks for your post. The future of downloading individual scripts (healthchecks etc) will be over some day soon. At least, that's what I remember being told. All those individual scripts etc require some sort of access. There is the rub - the security flags gets thrown. Who gets to run what, where, how and why? Oracle Configuration Manager is a feature included with My Oracle Support. It's not mandatory. It's an option. Oracle is encouraging customers to use it. Oracle is not forcing it. FWIW, many DBA's aren't aware of the following: The consolidated library of over 300 Database scripts in My Oracle Support. The 20+ built-in tests and tools into RDA. The 200+ EBusiness Suite Diagnostics. 4 Performance Tuning Tools 3 SQL Tuning Scripts If all the DBA's out there are using all those mentioned above, you should be in pretty good shape. To view the full catalog of Health Checks available today on My Oracle Support, read the My Oracle Support Health Checks Catalog [ID 868955.1]. This article provides a link to each individual Heath Check’s associated knowledge article. We encourage customers to provide feedback on a specific Health Check by viewing its associated knowledge article and using the ‘Rate this document’ feature to provide targeted feedback. ~CW

Posted by chris.warticki on February 09, 2010 at 05:31 AM EST #

>Also, My Oracle Support provides proactive healthchecks and patch advice against that data. Who doesn’t want that? I don't. POS doesn't even function properly by itself and I'm supposed to let it go near my production dbs. Let alone rely on it for anything? >My Oracle Support embeds automated configuration management capabilities into the support workflows to deliver faster resolution times. This resolution time is of course based on the assumption that the POS is working.

Posted by kathryn on February 10, 2010 at 06:19 AM EST #

Hi Chris - I'm not sure I get the security concern. If you don't have the access, you can't run the script. The security issue is already being handled as an essential part of the DBA's job - there is no additional security issue if you provide monitoring scripts. If one had any such inclination, anyone can get more dangerous scripts easily off of the Internet, from people with bad intent. Sharing good scripts is not a similar risk. OCM is being pushed awfully hard. It does seem a bit like dragging grandma across the street, from a question (not joking - check it out) "Do you not want to be notified of security updates" if you do not install it as part of a CPU, to an email telling you that a config was not uploaded every time you file a SR. To do my job well, I do better having a script, understanding exactly what is being monitored, and having a good knowledge of the underlying architecture than I do relying on a tool that is being obfuscated from me. Further, having the script makes it easier to understand why a recommendation might not make sense. It saves you work as well and allows us to give useful and contructive feedback. To put it simply, tools are useful, but they are not a substitute for knowledge. I'm not trying to beat you up, but OCM is not an excuse to cut back on actual knowledge sharing.

Posted by Lisa on February 10, 2010 at 08:53 AM EST #

All teeth grinding animosity about MPOS aside, I second everything Lisa said and then some.

Posted by kathryn on February 11, 2010 at 11:54 AM EST #

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About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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