Monday Mar 05, 2012

Oracle System Support Newsletters

Can't find your Oracle System Drivers?


This question has come up many times by customers and was the source of a short video in the Oracle System Support Newsletter in February 2012. To recap the video it provides the four steps for finding drivers, firmware or Oracle Solaris patchsets. For example:  If you are looking for the e1000g Ethernet
Driver for example:

1. Log into My Oracle Support -> Select Patches and Updates - > Select Product or Family (Advanced Search).

2. In the product line enter: Ethernet and select the product name from the menu.

3. Check remove supersede patches

4. Select Search and the results are displayed.

Now you have more options to include the platform (Solaris, Linux etc.) if want to further narrow the search.


  • View the 5minute Video – It shows searching for individual patches, Solaris, Firmware etc. You will need to log into My Oracle Support to access the video.


  • If you are not receiving the Oracle System Support Newsletter, Please log into My Oracle Support and make document 1363390.1 a favorite and revisit it on the 2nd of each month for the latest content. By default the Oracle

    Tuesday Nov 15, 2011

    Do you care about your Oracle System Support experience?

    It has been a while since I blogged about Systems Support within Oracle. I want to take this opportunity to raise awareness of how Oracle is communicating out to its systems customers. Previously every item to be communicated was sent independently via an email message however, not all messages appear to be being getting the attention they require.


    In an effort to ensure Oracle is reaching all of our Sun and Oracle System customers, we have created the Oracle Systems Support Newsletter. This monthly newsletter will have a summary of customer support relevant information
    for you to use and will cover topics that impact your support experience.

    For example:

    1. Did you know that sending explorer content to email addresses with @sun.com is going away soon? For more information, review the Document 1362484.1

    2. Are you an Auto Service Request (ASR) user? If yes, here are the latest changes:


    · ASR Manager accepts My Oracle Support User Name (email address) and password. [Doc ID 1345484.1]


    · ASR IP Address for secure file transfer has changed [Doc ID 1338575.1]


    · ASR No Heartbeat Status - Find out how to resolve [Doc ID 1346328.1]


    3. Did you notice we have changed the Service Request options for Hardware and introduced a new problem category called “Automated Diagnosis”? This service streamlines the data you send in and then automatically provides an update of known issues found in your My Oracle Support Service Request. This feature also fast tracks hardware failures by sending parts as soon as the data is analyzed. Have you used this new feature? If yes tell us about it – take the 5minute
    survey


    4. Are you being proactive or are you still ‘fire fighting’ in the reactive mode? If you are being proactive for your Oracle System products you might have used Oracle Sun System Analysis. Did you finding this helpful? Can we improve it? You tell us, take the 5minute survey


    5. Are you aware that if you attach files to your Service Request it enables the support engineer to start work straight away? For a summary of products and files review the Newsletter.


    6. Are you struggling to find patches or firmware or product downloads? If yes, these types of issues are all addressed in the Newsletter.



    If this is the type of information you want to know about each month, then take time to read the Newsletter
    link and bookmark it in My Oracle Support so you can stay informed.


    Thanks for your time.


    Thursday May 19, 2011

    Are you getting the most out of your system support experience?

    It has been a while since I blogged about SunSolve and Sun Support and now the Sun Blogs have moved over to Oracle, I thought I would let System Support customers know how to get the most out of their Support Experience.


    Firstly have you taken time to turn Auto Service Request on? If you have not heard about Auto Service request watch the 3 minute video. If you want to hear what a customer has to say about Auto Service Request watch this  video. If you are ready to get started, then review http://oracle.com/asr. Setting up ASR is a three step process, lets review those here and you can access the installation guide for more detailed information.


  • Do the pre-work as outlined in the installation guide and setup your ASR Manager (Install and turn on is fast and simple).

  • Check which systems in your environment are ASR Capable and you have an Oracle Support *Identifier which covers the System. Run the ASR activate command as per the installation guide for your system (Note: *Support Identifiers are sent to the technical contact when the Support Contract is signed with Oracle)

  • Now log in to My Oracle Support, if you have already registered and have the CSI associated navigate to the More -> Settings and Select -> Assets. And look for your newly activated assets by clicking the heading on the “ASR Status” field heading, this will sort the ASR Status field entries. Select the serial number for the pending status, add a contact and validate the address and time zone and select “Save”

  • Each release of My Oracle Support will include minor changes and improvements to this process and I will blog about those as they become available. Interested and have some questions, post questions on Auto Service Request Community. Looking for a little more than the video above and would like to attend a free webinar training session? Register today.


    So why go to the trouble of installing and activating Auto Service Request ? Remove the pain of creating Service Requests for known hardware faults and events, let the system do it for you and enable Oracle to determine if something is wrong and call you.


    Follow My Oracle Support on Twitter @myoraclesupport


    Thursday Feb 17, 2011

    Using My Oracle Support for Hardware Products

    Our new seminar series, entitled "Using My Oracle Support for Hardware Products" will cover different topics each month. To see the schedule and register for a session, please review knowledge article 1282218.1 within My Oracle Support.

    Throughout February, March, and April 2011, we will focus on the following topics:



    • Hardware Asset and Automated Service Request (ASR) Management

      • Support Identifiers and viewing hardware asset information

      • Managing hardware asset information

      • ASR functions and processes

      • Activating and managing ASR for your hardware assets


       



    • Best Practices for Knowledge Search and How to Find Firmware, Storage Updates, and Oracle Solaris Patch Sets

      • Understanding your entitlement information

      • Oracle Solaris recommended patch clusters and patch sets

      • Finding firmware for Storage and x86 product lines

      • Making the most out of search filters to improve your results

      • Searching the knowledge base for Systems, Storage and Oracle Solaris information


       



    • Understanding Automated Service Request (ASR), End-to-End

      • Auto Service Request installation and configuration for Oracle hardware products, including:

        • Sun Servers using ASR Manager

        • Sun Storage arrays using Common Array Manager (CAM)

        • Sun Unified Storage 7xxx



      • Managing ASR assets using My Oracle Support

      • Testing your configuration 


       



    • Proactive Hardware Service Portal 

      • The value of using Proactive Hardware Service Portal

      • How to download and setup your systems to be able to make use of the Proactive Hardware Service Portal

      • Reading and taking action on the information provided to you.


       



    • My Oracle Support - Hardware Service Request

      • When to engage the My Oracle Support Community to get answers to questions

      • How to create a hardware Service Request

      • Managing your Service Request

      • When and how to escalate your Service Request



        Oracle support experts will be on hand to present the webinar sessions, as well as answer questions about best practices in using My Oracle Support for servicing your supported hardware products.


        We hope that you take advantage of these seminars and begin using My Oracle Support to its fullest potential.





      Sunday Dec 05, 2010

      Sun Migration to My Oracle Support begins December 10, 2010

      This is the final blog for SunSolve and is a call to action for all SunSolve users to get ready to migrate to My Oracle Support. You should have all received emails over the last few weeks advising to register on My Oracle Support. The migration activities will start on Friday Dec 10, 2010 and SunSolve will retire.

      The transition check list below contains reminders of critical activities you should complete prior to the migration. If you have not already done so, please make sure to complete the items to help you make a successful transition.



      Mark Your Calendar for December 10, 2010 : Migration and Deployment Schedule
      Beginning December 10, 2010 at approximately 5:00pm Pacific Time, the Member Support Center will retire and no longer be available for online support access. At this time, SunSolve will not accept new user registrations or email Service Requests; however, SunSolve's knowledge and patches functionality will be available to all existing users throughout the migration weekend. Once the migration to My Oracle Support is complete, SunSolve will also retire.

      Learn More by going to the communications on the My Oracle Support Welcome Center.





      The views expressed on this Miriam’s Blog are my own and do not necessarily reflect the views of Oracle. 

      Monday Nov 15, 2010

      SunSolve - Final 3 week count down to retirement

      Hello SunSolve users,


      We are move into the final countdown stage for the retirement of SunSolve. It is critical that you register for My Oracle Support Access. By registering on My Oracle Support you are ensuring you have uninterrupted access to knowledge, patches, and creating and updating Service Requests. If you don't register you could experience delays in getting access to My Oracle Support.



      1. Watch the Registration Video (2-3minutes)

      2. Watch the getting started Video (5minutes)

      3. Register on My Oracle Support

      4. Review the Welcome Center site for Official Oracle information on what to do during the Transition period.


      SunSolve will no longer be accessible after the weekend of Dec 11-12, 2010.




      The views expressed on this Miriam’s Blog are my own and do not necessarily reflect the views of Oracle.


      Sunday Oct 31, 2010

      SunSolve - Nov Week 1 Update

      Hi and welcome to this week’s update.


      All existing customers have been notified about the retirement of SunSolve and Member Support Center. Live Webinar Schedule and Agenda are available - Review the Schedule and take time to attend.


      To get you ready for My Oracle Support, here are a few tips and tricks.



      1. PowerView - A PowerView is a way to filter what content you need to see on My Oracle Support. The cool thing here is you can mouse over the word PowerView to activate the drop down menu. Here is how to limit your view to Sun Products
      1. Mouse over the PowerView word, to the down arrow and select Edit.
      2. The edit view is displayed, select “Product Line” from the first drop down option.
      3. In the text field, start typing Sun, and select Sun Hardware from the suggestion field, add a comma to indicate more products are coming, and type Sun and select Sun Software, select Save and call this PowerView, "Sun Products" and select OK. Now My Oracle Support is filtering for just Sun Products. Play around with PowerView and select the products your interested in. To see the PowerView in action, select the "Knowledge Tab", the PowerView symbol is displayed on the Alerts region and the content is restricted to Sun Hardware and Sun Software.


      2. Customize My Oracle Support - to your needs. Take a few minutes to get the home page set up for your use. Select the link Customize and then drag and drop the patch, knowledge regions on to your home page. To alter the height of each region, select the Pencil Icon. Different regions have different height values. Explorer by changing the heights, exit by selecting “Close Customize”.


      3. My Oracle Support, Patches and Updates Tab. During November the link on Patch Quick Links  for Sun will point all users back to SunSolve. Later when everything is ready for user to migrate to My Oracle Support,  SunSovle.sun.com will redirect users to My Oracle Support at this stage all users will be able to make use of the Advance Search by Product or Family on the Patches and Update page to find Sun Products. Some products are a little tricky; Oracle Open Office is still called StarOffice in the Product or Family option. Tip: When searching try the old and the new name.



      More help to get users started, there are a number of 5 to 10 minute video’s to show users different areas and features of My Oracle Support,  view the first of these on http://support.oracle.com Watch "Learn the basics in 10 minutes".



      Visit the Welcome Center for the Official migration information for SunSolve customers migrating to  My Oracle Support.


      The views expressed on this Miriam’s Blog are my own and do not necessarily reflect the views of Oracle. 




      Wednesday Oct 20, 2010

      SunSolve - October 2010 General Update

      SunSolve retirement tips and tricks until all users migrate to My Oracle Support.



      1. Are you looking for the latest Solaris download?   If you are looking for the latest Solaris download it is on http://eDelivery.oracle.com .

      2. Can my Oracle Support Identifier work on SunSolve? - No, your new Oracle Support Identifier will not work on SunSolve. SunSolve only works with the legacy Sun Contract Numbers.  Please Note: Prior to escalating to your account manager, please attempt to download the patch. If you run into an issue please use the Feedback Link on Sunsolve.

      3. Can I get started on My Oracle Support today? Yes, learn more at the My Oracle Support, Welcome Center or read the FAQ.

      4. Will I need to make changes to wget? Yes, wget access will continue to work, but the server and the URL format will change. For more information, access the "Patch download automation for Sun products using wget" article on SunSolve.

      5. Fingerprint Database - The Solaris Fingerprint Database will retire with SunSolve.





      The views expressed on this Miriam’s Blog are my own and do not necessarily reflect the views of Oracle. 


      Tuesday Oct 12, 2010

      SunSolve Retirement Notice - October 2010

       

      [Read More]

      Tuesday Aug 17, 2010

      SunSolve - August 2010 Update


      Oracle Support Services will be at Oracle OpenWorld in full force this year with 10 sessions, a Support Stars Bar, a My Oracle Support Community Meet-up event, and demos of powerful new support tools. Learn best practices for supporting and upgrading Oracle products and hear how others are getting the most of their hardware and software by tapping into all the features and entitlements of Oracle Premier Support. Come network, learn, and collaborate with us. We look forward to seeing you in San Francisco this September at Oracle OpenWorld 2010.


      S317562 - Best Practices for Supporting and Upgrading Oracle Solaris (Stream:SERVER AND STORAGE SYSTEMS; Tracks: Oracle Solaris, Sun SPARC Servers) [Learn More]
      S317567Best Practices for Supporting Sun Server and Storage Systems.(Stream: SERVER AND STORAGE SYSTEMS; Tracks: Sun SPARC servers, Storage) [Learn More]


      SunSolve Updates for August 2010



      1. Users are reminded that SunSolve will transition to MyOracleSupport by the end of 2010. Please take time to register on My Oracle Support(MOS) and review the  Help (top right hand corner of the page). To get up to speed quickly on MOS take the speed video training.

      2. Please be aware; SunSolve content now has new document numbers. By default when you are on SunSolve the application is mapping legacy document ids to the new document ids. Sometimes the document you are looking for is no longer available. Please search using keywords and if that does fail then make use of the Feedback Link to access the support team.

      3. Did you notice that the search results have changed on SunSolve? The search engine was swapped out at the end of July. The results now target the content that is in SunSolve. If you can not find an article you are looking for, make use of the Feedback Link on the right hand side of SunSolve and lets us know about your issue. Be sure to advise what you are looking for and we will help you find it.

      4. There are currently delays in the Oracle/Sun booking process which is causing issues for some customers when attempting to access patches. If you experience an access problems please use the Feedback Link to report the issue, be sure to document your Sun Online Account name and the file you are attempting to access.

      5. SunSolve outages are reported on the help site at http://wikis.sun.com/display/SunSolve/Outage+Notice


      My Oracle Support - Tips and Tricks for early users.



      1. Log  into MOS and then take the speed video training to fast track your knowledge about how MOS works.




      Monday Jun 21, 2010

      Some documents return 404 Errors on SunSolve - Why is this happening?


      The content within SunSolve has been through a number of knowledge management tool migrations. Previously SunSolve was redirecting legacy document id bookmarks for you. SunSolve today is only redirecting content that is in the format /document.do?assetkey=1-6X-XXXXXX.

      If you have bookmarks which have the sequence /document.do?assetkey=1-2X-XXXXXX in the format, then you will see a 404 Error when using your bookmarks. All collections starting with the 2X- series have been migrated through 2 knowledge tools and no longer have the information needed to perform a double redirection.

      If you have bookmarked content starting with /document.do?assetkey=1-6X-XXXXXX you will see in the browser that the URL was updated to  /document.do?assetkey=1-7X-XXXXXX.X    This format indicates that the content was migrated to Oracle's knowledge base. You can view these collections using MyOracleSupport. If the document continues to displays with the /document.do?assetkey=1-6X-XXXXXX then the document will NOT be viewable in MyOracleSupport and will no longer be accessible past Dec 2010.

      If you experience 404 Errors or issues and are looking for assistance, Please use the Feedback on SunSolve to log a SunSolve support ticket. The SunSolve support team will investigate and find the updated document number for you or advise you if this document is no longer available.






      About

      This blog is focused on assisting Systems and Sun customers get the most out of their My Oracle Support Experience. Topics covered included but are not limited to: getting proactive, staying informed, support video's tips, finding content, finding patches, accessing the My Oracle Support Community, upcoming training events and to enable users to stay informed.

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