Tuesday Dec 23, 2014

Season's Greetings From Us To You

Wishing you all a happy and peaceful holiday season. 

From all of us at Oracle EBS Support.

Monday Nov 03, 2014

Calling all E-Business Suite Customers!

As a My Oracle Support E-Business Suite Community Manager, I often wonder how businesses are using the power of social in their work practice.  With the constraints on resources, time and location, it begs the question…"Are we leveraging the tools we have available to work smarter?"

One such tool is the My Oracle Support E-Business Suite  (MOSC) Community.  What's better than collaborating with people who have already encountered similar challenges, questions or issues?  Why not tap into their experience and knowledge?  Not only that, but as an Oracle employee, it is important for me to share insights gained working with customers, development, and other support engineers.  The community offers that virtual space supporting various roles, experience levels and knowledge exchange.

Oracle has been hard at work improving the overall community experience.  If your experience with the new platform was a bit "clunky" or you struggled to find the right community to ask questions, we hope these added features will improve your overall experience.

Customer driven improvements include:

  • "Spaces you follow" region
  • "Ask the community" region (with combined search and create)
  • Enhanced Search feature
  • and more.
In a constantly changing, fast-paced environment, we often overlook the collective wisdom people bring to a conversation.  Our peers, business networks, industry leaders, customers and subject matter experts can only connect, communicate and collaborate effectively in an open channel that allows them to participate on their terms and in their time.  This is why the My Oracle Support E-Business Suite (MOSC) Community is a resource that you and your team should leverage.

Learn more by exploring the My Oracle Support Community New Improvements.

Friday Oct 31, 2014

New Learning Solution for Oracle E-Business Suite

It's not always easy to stay up-to-date with the technical and functional aspects of EBS.  The application changes and evolves, your areas of focus may change over time; maybe you have new team members that need an update.  Oracle University now has a new learning solution designed to help you to stay in touch when and where you want.  It's called the Oracle Learning Stream.  There are different streams by product and we have one specially for EBS, the Oracle E-Business Suite Learning Stream.

Check out the following series of Free instructional videos which are part of the stream:

To find out more about Oracle Learning Streams go to the Oracle University Blog posting 'New Innovative Learning Solution for Oracle E-Business Suite' which has all the details and useful links.

Wednesday Oct 15, 2014

EBS My Oracle Support Accreditation

Back in June we told you about the availability of the My Oracle Support Accreditation for E-Business Suite.  We just wanted to remind you about this great program which is aimed at giving you a targeted learning experience designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage Oracle product solutions, tools, and knowledge.

Accessing the course materials and taking the exam is easy!  Visit the My Oracle Support Accreditation Index and get started with the Level 1 My Oracle Support Accreditation path and the Level 2 Oracle E-Business Suite learning path today.

Tuesday Sep 30, 2014

Bring on the Ideas! Announcing a Better (and Easier) Way to Collaborate with Oracle E-Business Suite Development!

A Message from Cliff Godwin, Senior Vice President of Oracle E-Business Suite Development

Have you ever opened an Enhancement Request (ER) with Oracle and then wondered about its status?  Do you feel like your request or idea has entered into the proverbial black hole, with no real feedback about whether Oracle has looked at the ER, is considering the ER, or has already included the ER into its product offerings?  In the light of Social Media and the capabilities that exist for a community of people to share and discuss issues, ideas, and sentiments, Oracle E-Business Suite Development has decided to provide the ability to submit Ideas into the My Oracle Support Community.  The My Oracle Support Community already allows for active collaboration between you, your peers, and Oracle and now Ideas have been added in most Oracle E-Business Suite communities.  For the first time, you can have open discussion with Oracle E-Business Suite Development on key issues surrounding your business needs and impact, challenges, expectations for the applications, and improvements for critical business flows.

What this means to you:

  • You will have a direct path for submitting and sharing ideas for Enhancements to the Oracle E-Business Suite Products.
  • You can rally your peers around the ideas.
  • Openly share workarounds or alternatives to the ideas.
  • Get Insight to all Enhancements that have been submitted, along with the knowledge of their current status, votes, views, and discussions.
  • The ability to influence functionality and features you need in future releases.

In the coming months, you will begin to see Ideas added to the majority of Oracle E-Business Suite communities in My Oracle Support.  Procurement – EBS (MOSC) and others already have this capability turned on!

We hope that you will take the opportunity to utilize this feature for submitting your ideas.  Please know that any ER that has been submitted to development in the past is not lost.  Development still maintains the extensive database of ideas and enhancements.


Want to know more?

Take a look at the FAQ document Doc ID 1584210.1 for details of how the new process works.  Keep an eye on this document as it will get updated as more Communities start using Ideas.

Come and Meet Us at Oracle OpenWorld 2014

Are you're coming to Oracle OpenWorld 2014 (September 28th - October 2nd)?  We'd love to meet you!  Come and meet EBS Support staff at the Oracle Support Stars Bar, Moscone West Exhibition Hall, Booths 3461 and 3908. 

Take the opportunity to :

  • Find Answers: visit the Stars Bar and ask the stars of Oracle Support your toughest questions.
  • Get Proactive: learn about our support tools, services and best practices to help you prevent problems, resolve issues more quickly and upgrade.
  • Level Up: stop by our new table for Oracle Advanced Customer Support, where you can talk to experts about best practices and specialized services for maximizing the availability, performance and value of Oracle products.
  • Win a Prize: Attend a 10-minute mini-briefing at Moscone West Exhibition Hall, booth 3908, for your chance to win. Every briefing will contain valuable tips and best practices presented by Oracle Support experts.

The Stars Bar will be open:

Monday, September 29: 9:45 a.m.–6:00 p.m
Tuesday, September 30: 10:00 a.m.–6:00 p.m
Wednesday, October 1: 9:30 a.m.–3:30 p.m.

Stop by and say hello!

Friday Sep 05, 2014

Changes to Service Request Logging - Guided Resolution Flows

Do you log MOS Service Requests (SRs) ?  If you do, then you may have noticed that there have been some changes to the SR logging process.  We have enabled Guided Resolution Flows for some products so that when you create an SR for a specific problem type you will see a short series of questions with multiple choice answers.  The idea is that with just a few questions and quick radio button answers, we will guide you through to a targeted solution.  If we can't diagnose a solution for you then we ask you to go ahead and log an SR and give you steps to provide information which we know will be useful for the SR.  Additionally by answering the questions, you will be giving us more information about your issue up-front which will help to speed up resolution.

The Guided Resolution is linked to the SR problem type that you select when you start the SR logging process.  Below is a listing of SR problem types that are currently linked to a Guided Resolution Flow - there will be more in the coming months.  We have created some MOS Community threads so that you can tell us about your experience with the new Guided Resolution Flows (and if there isn't an existing thread for the flow that you are interested in, feel free to start one).  Don't be shy, we want to hear what you think!

Product  SR Problem Type
 MOS Community Thread
Concurrent Processing

  Post processing (OPP) issues

  Performance issues

  Request processing issues

  Concurrent Manager issues

Workflow Mailer

  Workflow Mailer Outbound New Interactive Troubleshooting Flows for Oracle Workflow
  Workflow Mailer Inbound
  Workflow Mailer not running
Service Contracts

  Billing issues
Guided Resolution Now Available for Service Contracts Billing Issues
  Authoring issue: QA
Assets  Post Mass Additions issues
General Ledger  Journal Import and Journal Entry 

 Invoices: Prepayments Guided Resolution (Interactive Troubleshooting) Flows are available in Payables 
 Invoices: Reports, Performance, Upgrade
 Payments (Payables)
 EBTax (Payables)
 Accounting: R12 Create Accounting, Period Close, Trial Balance and Transfer to GL
 Invoices: Matching issues
 Invoices: Cancel/Discard

 Customer Standard form
 Transaction Workbench Appearing Soon - New Interactive Troubleshooting Flows For Transaction & Receipt Workbenches! 
 Receipts Workbench 

 Generic Payroll issues
 HR Global Patch issues
 RTI Real Time Information
 Start of Year / End of Year
Time and Labor
Cost Management  Cost of Goods Sold Recognition (COGS/DCOGS) issues
EAM  Preventive Maintenance issues
 Approvals / Notifications issues New Guided Resolutions for Oracle Purchasing
 Purchase Order issues

Wednesday Sep 03, 2014

6 Sure-Fire Tips to Finding Solutions in MOS

Oracle’s knowledge base has 520,000+ active and 500,000+ archived documents – it’s no wonder it’s hard to find solutions.

Each month we search about 5.3 million documents and read about 5.8 million – WOW - there’s a lot of activity going on but still 50% of documents that will solve issues are NOT found.  O-M-G!  Does that mean every time we search we only have 50% chance of finding our solution?  I sure hope not.  Use these 6 sure-fire tips to search like an expert to find answers quickly and efficiently.

1. Search Using Complete Sentences, Error Codes or Message Descriptions and be specific.

Now this is a complete U-turn in thinking.  Searching on keywords has been driven into most of us since birth however MOS has had some major changes over the last year and now the Knowledge Base, Knowledge Base Archive and Community searches use the Oracle Knowledge search engine where natural language work best.  Basically, the more grammatically rich a phrase the better.  That means entering full error codes, full messages descriptions and specific details of the issue or information you’re after.  You can also make use of exact matching by highlighting important terms using “double quotes”.  Vague terms such as Error in Form or APP-SQLAP-10000 isn’t going to cut it anymore, searching is no longer a case of less is more.

For example:  you’re getting an ORA-01403 no data found error when trying to open the transaction details form.

  • Good search: Cannot open the Transaction Details Form
  • Better Search: Cannot open the Transaction Details Form getting ORA-01403 no data found.

2. Refine Your Search

Although we’d like it to be, the search engine isn’t a mind reader.  It doesn’t know exactly what you’re after when you enter your search string – it’s making a best guess.  After you’ve performed the initial search, you can easily let the engine know what you’re thinking by using refinements.

  • Knowledge Source Filter:  Click to display results from other sources.  If you’re using a prior release, the content you’re after may be archived or you may want documentation on a feature.  (The Knowledge Base and Community return by default.)
  • Product Filter:   Enter a product, product area or product group OR click on the product under a document to limit your results to the documents for that area. 

3. Use Powerview

Let’s be honest, you don’t really care about ALL of Oracle’s products.  So why would you want to search on them all?  Using the Powerview functionality allows you to create filters that confine searches into defined areas of the Knowledge Base.

PowerView is available next to the My Oracle Support heading and are quick and easy to setup.  Once completed they are immediately enabled.  A search string entered will produce results confined to the values set in the PowerView. 

NOTE: Selecting a recent product in the single product selector takes precedence over the Powerview.  If the Powerview is set to Product = Order Entry but the single product selector is set to Database, the results will be filtered on database.

4. Make use of Community Threads

There is also plenty of information available within the MOS Community and the search results provide easy access to the Community Threads.  Every search will display Community Thread results by default so you don’t even have to do anything extra to get this information. 

Get used to reviewing the results in the Community list and don’t rely just on the knowledge base.  If you are not able to find what you are looking for, try asking your question in a MOS Community.

5. Attend a My Oracle Support Essentials – Finding Answers in MOS Session.

Each month there are several LIVE sessions which takes users through the My Oracle Support Essentials Webcast – Finding Answers in My Oracle Support (Doc ID 1540338.1)

This 45 minute session is great for anyone wanting to gain expertise in the searching options available in My Oracle Support, understand how to select the best searching technique for specific information needs, as well as recommended best practices for participating in My Oracle Support Community to ask questions and find solutions.

6. Celebrate!

Finally, after all that, get searching and CELEBRATE the results.  Soon you’ll become the office hero with all the solutions!

For more information check out:

  • MOS: Find Answers. Resolve Issues - Searching Effectively in My Oracle Support (Doc ID 1622660.1)
  • How to use My Oracle Support - Searching and Browsing - Part 1 of a 2 Part Series [ Video ] (Doc ID 1543724.1).

Monday Aug 18, 2014

EBS Extensions for Endeca 12.2 V5 Now Available

E-Business Suite Development has announced the availability of Oracle E-Business Suite Extensions for Oracle Endeca 12.2 V5 - see the announcement here

This release adds the following new modules that can be used to extend Oracle E-Business Suite 12.2:

  • Oracle Service Contracts Extensions for Oracle Endeca
  • Oracle TeleService Extensions for Oracle Endeca
  • Oracle Human Resources Extensions for Oracle Endeca
  • Oracle Quality Extensions for Oracle Endeca.

These new modules are in addition to those already previously available.  Availability of these new and updated V5 modules for 12.1 is planned.

Where can I find more information?

  • Subscribe to the YouTube channel for Oracle E-Business Suite to get the latest on Oracle E-Business Suite Extensions for Oracle Endeca.
  • Bookmark the Information Center: Oracle E-Business Suite Extensions for Oracle Endeca (Doc ID 1486924.2)
  • Read about how to install Oracle E-Business Suite Extensions for Oracle Endeca, Release 12.2 V5 (Doc ID 1614014.1).

Friday Aug 08, 2014

Who Else Wants Great Knowledge Articles From Oracle?

How many times have you read a knowledge article and thought 'if only this had more information' OR 'if only there were more articles like this one'?

Well stop thinking and start doing!  You CAN have an effect on the content quality and it's easy to do in just a couple of clicks.

To provide feedback on a document:

1.      Click the +/- button in the upper right of the article.

2.      Make selections from the Article Rating list, enter comments if desired, then click Send Rating.

When you provide feedback on documents, you help Oracle improve document quality and effectiveness.  The comments posted on a document are evaluated and when the feedback points out an error or enhancement the document is flagged internally for maintenance work.

The Rate this Document ratings are used to determine the document's overall effectiveness. This is then used to prioritize the document for additional maintenance activities.

But wait - feedback is not only when you see mistakes or want more information, if you just LOVE some content then letting us know will allow us to focus on creating more content just like it.

But you gotta tell us!

So get clicking and give us your ratings to bump up your favorites or to fix the articles you’re not so keen on.
Together we can continue to improve and provide effective articles that increase knowledge and are easy to use.

Friday Aug 01, 2014

What's New in the My Oracle Support Community (MOSC)

The My Oracle Support Community (MOSC) is a trusted network of supported customers, Oracle employees and the same Oracle Technical Support engineers that work your Service Requests.  MOSC is a resource that helps you, our customers, find the information you need, when you need it and where you can collaborate with peers to share experience, avoid problems, and grow your knowledge.

On July 19th My Oracle Support Communities (MOSC) migrated to a later release of the current platform and based on your input, we’ve refined the look and feel, created intuitive navigation, provided powerful search functionality and added more new features.

Key points:

  • Attributes such as your name, profile, points, followings etc. that were just setup in the latest release of My Oracle Support Community stay the same.
  • The navigation and layout is new.
  • There are new features as outlined in the training videos and documentation links provided in this blog.

For a quick review of the My Oracle Support Community 'How to' content see the 'Just the Facts' tab in the information center document:

  • Information Center: My Oracle Support Community (MOSC) - How to Video's, Documentations, Webcast Schedules and more ... (Doc ID 1616733.1)

To see the My Oracle Support Community enhancements in action watch the following Training Videos:
Watch : My Oracle Support Community Platform Overview (10:22)

Watch : How to complete your My Oracle Support Profile (08:23)

Watch : How to start a discussion in the My Oracle Support Community (08:11)

Watch : How to reply to a discussion in the My Oracle Support Community (08:35)

We welcome your feedback, please send any kudos or questions to the Getting Started (MOSC) community.

Monday Jul 14, 2014

My Oracle Support Community New Functionality Sneak Peak!

Changes are afoot for the My Oracle Support Communities! We are listening and using your input to continue enhancing your experience with My Oracle Support Community. We’ve refined the look and feel of the Community, created intuitive navigation, provided powerful search functionality, and more. A new video series is coming, but we can’t wait to share key new features with you so we've scheduled a webcast for July 14, 2014.  Sorry for the short notice, but we couldn't wait!  Don't worry if you can't join, more information will be made available shortly.

 See Doc ID 1906326.1 for webcast details.

Wednesday Jun 04, 2014

My Oracle Support Accreditation for E-Business Suite

The My Oracle Support Accreditation Series delivers a targeted learning experience that is designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage Oracle product solutions, tools, and knowledge.

The accreditation framework for Oracle E-Business Suite is targeted to customers and partners who actively use My Oracle Support and Oracle E-Business Suite. The content is focused on building skills around best practices, recommendations, and tool enablement – taking your expertise with Oracle E-Business Suite to the next level. The Oracle E-Business Suite course covers:

•    Staying informed
•    Period Close
•    Patching
•    Certifications
•    Upgrade Advisor
•    Reporting 

Visit the My Oracle Support Accreditation Index and get started with the Level 1 My Oracle Support Accreditation path and the Level 2 Oracle E-Business Suite learning path today.

Wednesday Apr 23, 2014

Notice Something Different in My Oracle Support Recently?

Have you noticed that My Oracle Support has changed?  We upgraded My Oracle Support over the weekend of April 4, 2014.  This upgrade brings changes to help you work more effectively with Oracle Support.

The new features include:
  • Oracle Support Chat for Existing SRs: new chat feature enabling Oracle Support engineers to contact you instantly on line to discuss an open Service Request (SR). You control the access; mark yourself available to allow a chat session. View this brief video to learn more.

  • Knowledge Tab: more intuitive user interface makes it easier to see search results from different sources, expand search results, or view product hierarchy and further refine searches by product. In addition, if you have Japanese, Korean, or Chinese set as your preferred language, you can quickly toggle between that language and English documents. Learn more.

  • Patches and Updates Tab: new link added to provide quick access to quarterly Critical Patch Update (CPU) information and Security Alerts.

  • Certifications: enhanced to allow for more complex certification structures.

  • Customer User Administration (CUA): ability to send an email to the CUA (with a message), requesting approval for the Support Identifier. A CUA can now set a termination date for registered users, which triggers an automated email notification to the user regarding the termination before expiration.

  • Support Identifier Groups: usability and UI improvements. Can automatically copy technical contacts when assets are moved (reduces rework or process mistakes). A message added to Mass Upload function better explains what is happening to the user(s). View this brief video to learn more.

  • Cloud Support Portal: ability to view escalation status, comprehensive help content added to assist users with feature and functionality questions, and new alert to complete additional questions that may expedite issue resolution.

For additional details, view the Release Notes and also see the User Resource Center's Discover New Features tab for the latest My Oracle Support Training available for new features. 

Wednesday Feb 12, 2014

Learn More About EBS R12.2

Last fall, we released Oracle E-Business Suite 12.2, (Press Release).  EBS 12.2 includes new product functionality, new Fusion Middleware and database components, and introduces new tools for installing, configuring, and maintaining E-Business Suite environments.

In fact, there are hundreds of new features, as EBS 12.2 includes significant enhancements across the integrated suite of business applications spanning enterprise resource planning, human capital management, and supply chain management.

Recently we sat down with Jeanne Lowell, VP of Strategy for Oracle’s EBS, to hear more about E-Business Suite 12.2.  Watch this video to hear Jeanne summarize the key strengths of Oracle EBS 12.2 and how it can help you cut downtime to minutes, increase your flexibility and your scalability! 


Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

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