Thursday Mar 13, 2014

How-To: Searching for list of bug fixes in a given AutoVue version

I wanted to add to the couple different posts I submitted in the past on how to track and understand Bug reports in the My Oracle Support (MOS) portal. I've received the occasional question from customers and partners regarding where to find a list of bug fixes for a given version of AutoVue (e.g. in order to evaluate the potential advantages of upgrading, beyond the product enhancements outlined in the Release Notes hosted on the documentation website).

The easiest way to view the bug fixes for a given version of AutoVue is through the Advanced Search feature in the MOS portal, which allows you to search the Oracle BugDB based on the specific products and version number you're interested in. For example to search for the list of bugs fixed in AutoVue 20.2.2:

  1. Log into the MOS portal
  2. Click on 'Advanced Search' in the upper-right corner
  3. In the Advanced Search dialog, specify the following:
    • Source: Bug Database
    • Related to the Product: Add all 5 flavors of AutoVue (Oracle AutoVue Office, Oracle AutoVue 2D Professional, Oracle AutoVue 3D Professional Advanced, Oracle AutoVue EDA Professional, Oracle AutoVue Electro-Mechanical Professional)
    • Fixed in Version: 20.2.2
  4. Click on 'Search'

If needed you can further refine the search by keywords - e.g. if interested in fixes related to specific file formats, platforms, features, etc.

Also if you have questions regarding any of the bugs or enhancements listed as fixed/implemented in a given AutoVue version, feel free to post into the AutoVue Community and our team will be happy to follow up.

Wednesday Mar 12, 2014

Interactive troubleshooting using knowledge Assistants

Over the past couple years our Support organization has been publishing a number of new types of content in the My Oracle Support (MOS) knowledge base, beyond the standard/static how-to and problem-solution documents. More recently, we've been working on a new type of document - or more specifically a tool - called Assistants.

Assistants are interactive documents that guide the reader through a question tree towards known solutions for specific areas of troubleshooting. Oracle is in the process of creating Assistants across all of the product lines, and the first one we created for AutoVue is for a subject area dear to our hearts:

Assistant: Troubleshooting Connection Issues when Using AutoVue Client/Server Deployment (Doc ID 1615930.2)

Here's an example of a particular question tree, which in the case of this Assistant goes 2-3 layers deep before presenting known solutions on the right:

Make sure to check it out, share your feedback, and let us know (via comments in the document or through this blog) what other subject areas you'd like to see for new Assistants!

Wednesday Nov 13, 2013

How-To: AutoVue Bug Status Tracking & Email Notifications

I’ve posted a number of different Support process-related and tool-related blog entries over the past few years, and one common question I received back from various customers and partners is “How can I easily track AutoVue bugs & enhancements for status updates?”

The capability to track bug status through the My Oracle Support (MOS) portal has existed in different forms for a while, although hasn’t necessarily been easy to find without going through specific segments of the extensive MOS training. Recently, the instructions were consolidated into the following highly recommended knowledge base article:

KM Note 1298390.1 - How to Monitor a Bug from My Oracle Support

The note covers various capabilities, including:

  • How to add the new ‘Bug Tracker’ widget to your MOS dashboard
  • How to add and manage bugs within the Bug Tracker
and probably most interesting to MOS users...
  • How to enable email notifications for bug status updates

Make sure to pass this KM Note along to your MOS users in case they haven’t already configured this valuable feature.

Wednesday Oct 02, 2013

Searching for AutoVue Enhancement Requests in the My Oracle Support portal

Most users of the My Oracle Support (MOS) portal are familiar with the ability to search the knowledge base for technical articles. But did you know that the MOS portal can also be used to search for Bugs and Enhancement Requests? Here are the steps to look up all of the Enhancement Requests (ERs) that are under consideration by the AutoVue team:

  1. Log into the My Oracle Support (MOS) portal: https://support.oracle.com
  2. In the upper-right corner, beside the search field, click on ‘Advanced’ to open the Advanced Search dialog
  3. Set the Source field to “Bug Database”
  4. For the ‘Related to the Product’ field, click on the dropdown arrow, then enter ‘autovue’ in the upper-right field of the dropdown list, and click the right arrow in the upper-right corner of the dropdown list:
  5. Select all the products of interest (e.g. AutoVue Office, AutoVue 2D Professional, AutoVue 3D Professional Advanced, AutoVue EDA Professional, AutoVue Electro-Mechanical Professional), then click ‘Select’
  6. For the ‘Status Code’ field, select the status of interest. Currently this field only accepts a single choice, however a request has been submitted to the MOS team to allow multi-select. For now, here are the status codes representing ERs under consideration (which you can run as separate queries):
    • 15 – Enhancement Req. Internal (Oracle) Review
    • 21 – Cost Required, To Development
    • 22 – Approved for Future Release
    • 23 – Scheduled for Future Release

Note that the AutoVue team uses statuses 21, 22 and 23 to represent ERs that are under consideration (not yet committed, despite the naming of the status codes).

If you come across any particular ER that you would like to flag as important to your company, please submit a Service Request through the MOS portal, referencing the ER number and details regarding the importance of the feature to your business.

Tuesday Aug 21, 2012

Enhanced Templates When Submitting AutoVue Service Requests

The AutoVue Support team is pleased to announce that we’ve implemented a few enhancements to the Service Request (SR) logging process within the My Oracle Support portal:

1. Problem Type: The ‘Problem Type’ dropdown list now includes subcategories in order to refine the suggested knowledge base articles and control the actual questions that get asked. For example if an SR is logged against one of the core AutoVue products, you’ll be presented with 3 top-level categories, each with a number of sub-categories, as shown in the following screenshot:



2. Recommended Documents: Once the Problem Type is specified, you’ll be presented with a list of recommended knowledge base documents, as well as a recommended “best match” document:


Note: If you decide to view one of the recommended documents, you’ll have the option of either returning to the SR submission process, or cancelling the process if the document answered your question:


3. Relevant Questions: Each of the Problem Type templates now includes context-specific questions in order to provide the Support team with as much relevant information as possible in the initial submission.

These enhancements are intended to provide clearer information to both customers and to the Support team, and ultimately to improve the efficiency of the SR process. If you have any suggestions to improve the SR templates further, feel free to post them into the AutoVue Community within the My Oracle Support portal.

Friday Jan 06, 2012

Understanding Oracle’s Bug Status Codes for AutoVue

I’ve seen a few questions in recent months regarding the various status codes that Oracle uses to indicate the current status of bugs logged in the My Oracle Support (MOS) system. The status code of a given bug can be seen by opening the bug report in MOS and looking for the ‘Status’ field (which is at the top-left of the report):



Yes, there are a LOT of bug status codes used at Oracle (more than 50 of them), and different product groups at Oracle may use the codes in slightly different ways.

The good news is that the AutoVue group uses a relatively small subset of these status codes, and for the most part uses them in the same way as other Oracle groups. Our Support team outlines this – including details of our one “special-use” status code (status 16) – in the following KM Note:

Note 790873.1 - Oracle Bug Status Codes for AutoVue Product Family

For those of you tracking the status of any bugs for your AutoVue/VueLink/DPS products, make sure to read through the KM Note so that you’re familiar with the status code flow and can easily tell where a particular bug is in its fix lifecycle.

About

The authors of this blog are members of the AutoVue Enterprise Visualization team at Oracle. The views expressed on this blog reflect those of the members and do not necessarily reflect the views of Oracle.

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