Oracle Support Customers – I do apologize.

To all Oracle Customers, I do apologize for any misinterpretation I may have caused in that blog entry.

As you have just read, I do accept responsibility and accountability for my actions.

Please understand that my intent was not to insult anyone.  The purpose was to draw attention, call to action for the training and to add some humor to what most view as bland blogging.

I'm happy that everyone is getting their frustrations out, even if I need to wear kevlar.  I have thick skin. I can take it.  I know that you're upset at the portal not the person, the UI and not the individual, and the portal performance not the personal performance.  I know that Oracle's leadership is reading, listening and responding. 

I have always been FOR the customer. Many of you know that.

Sincerely, Respectfully and Apologetically,
-Chris Warticki (yes, it's really me)

Comments:

blah..blah..blah..blah..blah..blah..blah.. I want to congratulate everyone in Oracle Support, especially the buffoon who came up with this POS called MOS, since I can finally login today. The SRs I have open are not available to view and update but what the heck, better than nothing.

Posted by guest on November 11, 2009 at 02:17 AM EST #

Chris, You made reference yesterday to the MANY emails that were sent out prior to this change announcing what customers needed to do. Most of us read those and took care of our account issues prior to the conversion. To quote this entry - "I know that Oracle's leadership is reading, listening and responding." Who are they responding to? Where is the communication now? Why can't a status page be put in place announcing where Oracle is on this "migration"? Where are the ETRMS? What are those error numbers that most of us are getting every time we try to do something? Who do we need to contact (and please don't tell me to call the support line) to get these issues addressed? This is a "production" system for us. YOUR customers need to be informed on the status of these issues.

Posted by Carol Mull on November 11, 2009 at 02:34 AM EST #

Carol, Thank you for your polite feedback. The Migration Update that I posted was such a response on happenings. I will pass on your suggestion of a status page. That's a great idea that should be posted on the landing site, prior to login, or within the News section of the Dashboard. The eTRM availability was posted in the FAQ that it is a priority for a later release. To provide your comments, suggestions, or feature requests for My Oracle Support, click the Contact Us link in the top right corner. Issues logged in this way become non-technical SRs and can be viewed within the SR regions. See the Service Requests help for more information about viewing non-technical SRs. Feedback is appreciated and considered to be a valuable tool for improving My Oracle Support. A non-technical SR will be created to track your feedback. -Chris

Posted by chris.warticki on November 11, 2009 at 02:47 AM EST #

I agree with Carol completely. At this point Oracle needs to notify it's customers with the status of My Oracle Support. You are making my battle with management to keep Oracle over SQL Server extremely difficult.

Posted by Jennifer on November 11, 2009 at 03:05 AM EST #

Chris, There are several issues with this MOS upgrade, as you probably already know. Aside from performance issues, the general unavailability of MOS and the various cryptic errors we get once we manage to login, two other critical areas seem to have been overlooked. First, the Certify link (http://www.oracle.com/technology/support/metalink/index.html) is broken and no longer works. Worse, the Certifications tab in MOS is useless and does not return any information, regardless of what is input. Try it for yourself ! Second, the eTRM functionality (http://etrm.oracle.com) is also broken. This is especially critical information for EBS developers and DBAs. You stated above that the eTRM functionality will be available "at a later release". This is unacceptable, given the fact that this eTRM information is only available online. There was no prior notification in any of the emails I received about this MOS upgrade that stated that eTRM will experience an outage due to the upgrade. Creating SRs everytime information in eTRM is needed is ridiculous. I, along with other customers, would appreciate information on when these two essential services will be made available - a general ball park estimate would be good enough for now. Thanks Srini Chavali Cummins Inc

Posted by Srini Chavali on November 11, 2009 at 06:28 AM EST #

Thanks for your comments. The Certify link you posted will not work. Correct. This points to the old MetaLink URL. Instead, when you log into My Oracle Support, click on the 'More' tab at the top, then Click Certifications. This should provide the information you're looking for. I've submitted your comments to the My Oracle Support program office. Also, Certifications can be searched via the HTML version here; https://supporthtml.oracle.com/ep/faces/secure/ml3/certify/SearchCertification.jspx?mc=true With regards to the eTRMs, I know that this issue is being worked with priority. I don't have any other information than that. The unavailability of the eTRMs was published in the FAQ prior to the cutover and also is part of the live training sessions. I will continue to publish comments such as these to influence the priority of any fixes. -Chris

Posted by chris.warticki on November 11, 2009 at 07:12 AM EST #

The fact that the eTRM is unavailable is completely unacceptable. As a developer, the material is not a convenience, it is mandatory. I must have this to do my job. I cannot stress that enough. I am utterly surprised that the Oracle support team would not realize this. The message "Unfortunately it is not possible to offer access to the Oracle e-Business Suite Electronic Technical Reference Manuals until further notice" is astounding. The "until further notice" seems to imply that the support team has no clue how critical this is. If they did, they would, at the very least, post a message that said "as soon as possible". It is bad enough that Oracle no longer sells the printed table manuals that were excellent. But now we are forced to use the eTRM, which is kind of half baked and incomplete. And now even that is not available. First we are forced to use the lousy Flash site, for who knows what reason, which is much slower, and now we cannot access the eTRM. And it seems that the support team does not even take its lack of availability that seriously.

Posted by RD on November 11, 2009 at 07:31 AM EST #

Total clown show. What else is there to say about My Oracle Support?

Posted by Steve Callan on November 11, 2009 at 09:33 AM EST #

Another day wasted because I cannot log into Oracle support. No progress on SR.

Posted by Kore Peterson on November 11, 2009 at 11:23 AM EST #

Chris, In trying to get eTRM information, I did as you suggested to Carol: "I recommend opening an SR with the technical support team to provide you the information that you need from the eTRM's" This was fruitless. Here is what I got from the person handling my SR: "Unfortunately eTRM is not available at this time. Sorry for the Inconvenience." "Please see below message ." "Electronic Technical Reference Manual (eTRM) Access. Unfortunately it is not possible to offer access to the Oracle e-Business Suite Electronic Technical Reference Manuals until further notice." "Please accept our apologies for any inconvenience that this may cause." I just got a regurgitation of what is on the eTRM page. This was not helpful at all. RD

Posted by RD on November 11, 2009 at 01:30 PM EST #

Chris, Thank you for the change in attitude. I think most of us appreciate it. Thank you for starting publishing ALL comments even if some of them are not that pleasant. I hope this change will help to improve MOS dramatically as yours blog might be a very good and the only available today way to give Oracle a feedback on important issues for Oracle users community. Hope you will keep it in the way you did it for last 24 hours. Yury

Posted by Yury Velikanovs on November 11, 2009 at 11:06 PM EST #

Congratulations to all geniuses at Oracle Support because today for the first time this week I can access this POS and also see my SRs!!! I hope this is polite enough.

Posted by guest on November 12, 2009 at 02:05 AM EST #

I'm really pushing the eTRM issue internally with the My Oracle Support program office. It is a priority. I'm sorry that logging an SR wasn't helpful in this situation. -Chris

Posted by chris.warticki on November 12, 2009 at 02:29 AM EST #

"I'm really pushing the eTRM issue internally with the My Oracle Support program office. It is a priority." "I'm sorry that logging an SR wasn't helpful in this situation." Thank You

Posted by RD on November 12, 2009 at 03:02 AM EST #

Knowledge base search has been hit or miss for days. Now I can't even log on to submit a SR. "A server connection error occurred. You cannot continue Please try again later." I'll have to remind our sales rep about this when he hits us up for our support renewal.

Posted by Jim H on November 12, 2009 at 05:09 AM EST #

Hi Chris MOS is not what it should be - even the Oracle engineers are not happy with it. MOS is not an option, it is what I need to make a living. It is just not working the way Metalink has before. It is constantly coming up saying the link to the server is down. Any indication when this piece of badly engineered/tested art will be stable. Thanks Charl

Posted by Charl Naude on November 12, 2009 at 05:59 AM EST #

Improvements on the access and performance are being worked as the priority from earlier this week. Hang in there. Apologies for the inconvenience. -CW

Posted by chris.warticki on November 12, 2009 at 06:48 AM EST #

Funny that it denies one of our dba's while logging in and while trying to create a new userid tells user already exists? Doesnt work in Firefox 3.5.5 stops at 90%. Why is Oracle going downhill so fast. besides having a total ignorance for its customers. Remember customers bought Oracle to where it is now. How about sending a installation CD for support next?

Posted by dharma on November 12, 2009 at 07:13 AM EST #

A previous commenter wrote; "The 90%-Flash-Problem: Right-Click on the Flash and click "Forward". The rest will be loaded. This may be a workaraond but it works in Firefox and Internet Explorer" Try it, see if that helps. -CW

Posted by chris.warticki on November 12, 2009 at 07:53 AM EST #

Can I echo the comments about ETRM, its an invaluable resource for analysis, design and development. I am now blind when trying to find an ERD for HR Organizations, with no alternatives available. Why do people not learn lessons about upgrades, after the OTN forums debacle I'd have thought a seamless upgrade would have been priority number one. Turning off metalink was a big mistake, MOS is high footprint, poor performance, with far too many bells and whistles that somebody in Oracle marketing thinks look cool, unfortunately these types of UI are very 1990's the best interfaces now are the simplest (www.google.com). Please please please sort out ETRM, even if its a basic directory listing with some search capability it would be better than nothing!

Posted by Matt T on November 12, 2009 at 08:45 AM EST #

Apart from everything else that's been made much more difficult by this unwanted "upgrade", I *hate* the new Patch search/download page, you cannot filter on Language or Platform despite there being options to supposedly do so. Selecting a single patch number for display will get a huge list of options if the patch happens to be multi-lingual and multi-platform. And try putting 3 or 4 patch numbers in, then seeing the mess that gets shown! And why oh why was the ftp site ftp://updates.oracle.com taken away? This was the most convenient way to get patches quickly to a server. The recommended replacement method using wget DOES NOT WORK! Right mouse click on the download button, and the patch URL is not available in Flash. Now I have to download the patch to my desktop (when I eventually find it in the crappy patch list) then upload it from my desktop. Congratulations on pissing off a long time Oracle fan. Steve

Posted by Steve West on November 12, 2009 at 09:01 AM EST #

Hi Chris, As a Developer, I rely heavily on the eTRM - as do many others within our company. I am at a lost without it. Can you provide an ETA on when the eTRM will be available? Additionally, would it be possible to turn on the 'Classic' Metalink so that we can access the [available and working] eTRM until the "new" Metalink is able to display eTRM? Thank you for raising this issue to your management. Thanks, -Jason

Posted by Jason on November 12, 2009 at 09:14 AM EST #

I agree with Jason to open the Classic Metalink since the new oracle support site needs support itself. I have an open SR that no one in oracle support updated, and we need it for our upgrade to a higher version. I also have an SR that I need to access because I need to fix the issue in our production, and I cannot update the Support on the status of our production instance. My oracle support site is slow and heavy. It takes a long time to access. Please make efficient and reliable. Thanks.

Posted by jen on November 12, 2009 at 02:53 PM EST #

Well, I've kept somewhat quiet until now since I could see some potential advantages if only the significant performance wrinkles could be ironed out. Plus I never really liked Metalink anyway :(. Today though I hit a situation which rather suggests to me that the application is fundamentally broken and likely to be hiding an embarassment of security holes. From my desktop I can log in, search and retrieve patches. Unfortunately I'm not at my client's site, but from their machine using the self same SSO account I cannot download patches because that permission is not granted to my account apparently - I get the ask admin for permission screen you guys put up for this. No problem I think I'll embarrassed ask the client to log on using their SSO id and download the patch themselves. They unfortunately cannot log on at all. I emailed them the patch. So in summary the same account gets different access rights from different terminals and from the same terminal one valid account can log in and one valid account cannot. It appears http://oracledoug.com/serendipity/index.php?/archives/1541-My-Oracle-Support.html that I am not alone. Finally and it must be said in public I'm afraid. You guys actually sell software for support organisations (RedHat use it for example) as part of the Oracle Applications product range. What's so wrong with that product that you had to develop another for your own use. Do you not trust your own product or does it just not meet the needs of software support providers.

Posted by Niall Litchfield on November 13, 2009 at 02:51 AM EST #

How do i add a new CSI number to my current accout.

Posted by Jose on November 13, 2009 at 03:17 AM EST #

Jose, Once logged into My Oracle Support, navigate to the More tab and scroll down to Settings. Click on Account and Privileges. Add the new CSI in the window pane and click Submit Request. This request will then go to your Customer User Administrator for approval. The CUA is someone assigned to your company for granting rights, privileges and access to all users. This is not a function of Oracle Support to approve or grant access. Security of user administration is within our customer's control. It is a support best practice (Tip#1) to have more than one Customer User Admin for backup purposes and to regularly clean out the users, contractors or employees that no longer use the portal. They could be still using your CSI's. Tip#2 - Don't delete old, expired CSI's from your profile. If you do, you will lose access to your Service Requests and SR history associated with those CSI's. -CW

Posted by chris.warticki on November 13, 2009 at 04:49 AM EST #

I totally agree with others that MOS is not ready for prime time. It behaves as software in the alpha stage of development. Beta at best. The old HTML Metalink needs to be brought back until all of the problems are worked out with MOS. There are just too many things that people are mentioning that it seems were never considered and were therefore either not implemented or not working correctly. I agree with one of the other posters that Google has a simple interface. This is why Google's apps works so well. MOS is just a bunch of eye candy that does not seem to add any additional functionality. And as we are seeing, MOS seems to NOT do many things that could be done with the old system. Also, the fact that Flash was chosen, seems to imply that Oracle does not have faith in its own web frameworks. It seems that this site could have been done in ADF and it might have worked much better.

Posted by RD on November 13, 2009 at 09:51 AM EST #

Quick comment to Steve West, or others who find themselves experiencing the same issue with the patch download button in the Flash interface not providing an URL to use with wget: If you pull up the patch page in a new browser window by using an URL of the form https://updates.oracle.com/ARULink/PatchDetails/process_form?patch_num=nnnnnnn you should get an HTML-only page, with a right-clickable patch download button. Non-ideal, perhaps, but workarounds rarely are. :-) Regards, John P.

Posted by jpiwowar on November 13, 2009 at 01:53 PM EST #

Was the problem with the migration/cutover a matter of not only making MOS work for Oracle products but for all recently acquired products? (peoplesoft, JD Edwards, etc etc)? The certifications link still does not work. How can something as major as this be missed? - https://supporthtml.oracle.com/ep/faces/secure/ml3/certify/SearchCertification.jspx?mc=true Product Line: Oracle Database Products Tier: Database Results: Certify - Certification Matrix: Oracle Database Products 0 results found at this product level. 0 certifications exist at lower product levels.

Posted by Stellios on November 15, 2009 at 01:14 PM EST #

It may have less functionality, and the flash interface makes it difficult to click on links, open notes in new tabs etc BUT people, you are overlooking the most important fact!: It looks prettier. And it uses modern web technology. Someone forgot that a UI does not an application make.

Posted by Kirk Brocas on November 15, 2009 at 09:52 PM EST #

Bluntly put - MOS is a POS. A support site does not need funky flash. We do not access metalink to see videos for God's sake. The interface is highly annoying with all the fly by error messages (e.g. Error # 1095 whatever that means). The annoying search results window cannot be reduced without opening the document in a new window. Cannot change password. Simple tasks cannot be done. The html site is not fully functional e.g. I cannot monitor all my SRs. Favorites are missing. The people who decided to implement the website using flash and the developers involved all need to be held accountable for their mess. That may not be pleasant in this economy - but these guys probably should not be in IT to begin with

Posted by Krish on November 21, 2009 at 07:45 AM EST #

Chris, When will the eTRM's be available? Steve

Posted by Steve on November 23, 2009 at 10:46 AM EST #

To the point: 1. Listen to your customers. 2. Make ETRM available now! 3. Bring back Classic Metalink now! 4. If you don't, you WILL lose customers. Steve M.

Posted by guest on November 25, 2009 at 04:13 AM EST #

Hi Chris, Sorry to comment on an old post but is there any update on the eTRM situation. I won't bang on about how important it is to the apps community but an update would be appreciated. Cheers Doug

Posted by Doug M on November 26, 2009 at 02:39 AM EST #

I'm also seriously affected by the outage on etrm.oracle.com I did find pdf copies of some of the 11i technical reference manual here http://download.oracle.com/docs/cd/A88418_01/html/trmdoc.html Until etrm returns this resource is the best I could find.

Posted by DJ on November 26, 2009 at 03:01 AM EST #

Thanks for the recommendation. eTRM is being worked as a high priority and we will have a target date soon. -CW

Posted by chris.warticki on November 30, 2009 at 07:48 AM EST #

Doug, eTRM is being worked as a high priority and we will have a target date soon. -CW

Posted by chris.warticki on November 30, 2009 at 07:49 AM EST #

Please, sort out the eTRM problem. How can a company like Oracle justify the fact that they cannot get their support applications working? What does this say about the capability and professionalism of Oracle employees and its software? Your reputation is going fast and it will take a lot to recover.

Posted by Steve C on November 30, 2009 at 09:30 PM EST #

I am also in great need of the eTRM manuals, especially the erd's. Can anyone find these for FA? DJ's post for the 11i Tech Refs was helpful, but no diagrams were in teh FA manual. Chris, help us! Bill

Posted by Bill Gaston on December 01, 2009 at 03:11 AM EST #

oracle etrm site is not working.any one knows take how many days to recover the site. need etrm R12 any one can help ?

Posted by nisha on December 05, 2009 at 12:38 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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