By LuciaC-Oracle on Dec 23, 2014
Wishing you all a happy and peaceful holiday season.
From all of us at Oracle EBS Support.
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:
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.
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.
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.
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.
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.
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 :
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!
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 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|
| EBTax (Payables)
| Accounting: R12 Create Accounting, Period Close, Trial Balance and Transfer to GL
|Invoices: Matching issues|
||Customer Standard form||
|Transaction Workbench||Appearing Soon - New Interactive Troubleshooting Flows For Transaction & Receipt Workbenches!|
||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|
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.
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.
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.
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.
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.
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.
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:
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:
These new modules are in addition to those already previously available. Availability of these new and updated V5 modules for 12.1 is planned.
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.
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.
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.
For a quick review of the My Oracle Support Community 'How to' content see the 'Just the Facts' tab in the information center document:
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.
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.
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
• Upgrade Advisor
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.
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.