SunSolve Retirement Notice - October 2010

 


Oracle Global Customer Support is pleased to announce the upcoming migration of Sun customers and partners to My Oracle Support. The transition is scheduled for later this year, with the exact migration timeline to be announced closer to the event.
We will soon extend the My Oracle Support features made available during the initial access period; when this occurs, new users will be able to take full advantage of the functionality available to all Oracle Support customers.


Once the migration to My Oracle Support is complete, users will be able to:

  • Manage online accounts and access

  • Submit, update, and monitor the progress of Service Requests

  • Manage systems and users related to Automatic Service Requests (ASR)

  • Download patches and access software updates

  • View support contract and asset information


As part of the migration, legacy Sun applications – including the Member Support Center (MSC), SunSolve, and Email Center – will be retired, and Oracle’s standard support processes implemented. Until then, the MSC and SunSolve will remain the primary online support interfaces for Sun users.
My Oracle Support is part of our ongoing commitment to help you increase the business value of your Oracle investment, reduce total cost of ownership and minimize risk. Please refer to the resources below to understand how you can prepare now in order to take advantage of these benefits.

Visit the My Oracle Support Welcome Center and FAQ
Stay up-to-date on the latest details about the migration to My Oracle Support. Access the My Oracle Support Welcome Center for transition information, timeline, significant changes, and Frequently Asked Questions.


We will regularly update the information found on the My Oracle Support Welcome Center, so please revisit this page often to ensure you get the latest news.
Begin Using My Oracle Support Today
Registering on My Oracle Support provides you with immediate access to key support resources such as My Oracle Support Community, a collaborative support forum, and personalized Knowledge Management with more than 100,000 Sun product support articles and documents.

Access https://support.oracle.com to register for My Oracle Support. You'll be prompted to create an Oracle Single Sign-On account (your e-mail address and password) during the registration process. You can then sign in to My Oracle Support using your Oracle Single Sign-On account and an active Sun service contract number or ID.

Please be sure to use your existing MSC login (e-mail address) when establishing your Oracle Single Sign-On. Doing so will automatically pre-register you for full access to My Oracle Support and you will not have to re-register when migration completes.


Note: If you're an existing Oracle customer or partner, you already have full access and do not need to re-register for My Oracle Support.


Stay tuned for additional migration communications, which you will receive in the coming weeks.


Sincerely,
Oracle Global Customer Support


Comments:

What does this announcement mean for Oracle's support of the patchdiag.xref file [1] and the automatic patch download with wget [2], which both are SunSolve services used by PCA [3]? Will these services be kept as-is as legacy services, will URLs or authentication methods change, or will support for that services be dropped completely?

Martin.

[1] http://sunsolve.sun.com/search/document.do?assetkey=1-79-1019527.1-1
[2] http://sunsolve.sun.com/search/document.do?assetkey=1-71-1019482.1-1
[3] http://www.par.univie.ac.at/solaris/pca/

Posted by Martin Paul on October 12, 2010 at 05:18 PM PDT #

[1] The location of the download will change and the document 1019527.1 will be updated to reflect the change in the coming weeks.
[2] The wget location will change and the document 1019482.1 will be updated to reflect the change in the coming weeks.
[3] Links to SunSolve in this document will redirect to My Oracle Support.

The support will remain and the URL's and authentication methods will change. Authentication will be based on your My Oracle Support user name and entitlements.

Posted by Miriam Brace on October 12, 2010 at 05:31 PM PDT #

New Wget article published for My Oracle Support - Document id 1199543.1

Posted by Miriam Brace on October 14, 2010 at 06:08 AM PDT #

Using the new URLs from 1199543.1, https://getupdates.oracle.com does not respond to connections. The name resolves to an IP but wget just sits at "Connecting to getupdates.oracle.com|192.18.110.9|:443..." forever.

Posted by Matthew Flanagan on October 14, 2010 at 01:47 PM PDT #

Yes the new URL's are not going to be ready until after October 29, 2010.

Posted by Miriam Brace on October 14, 2010 at 06:06 PM PDT #

Although we've suspected this was coming for a while, we feel this is a dark day for Sun customers. Sun's support site wasn't perfect, but at least it was usable just like Oracle's old Metalink site was.

The new "My Oracle" support site has caused us nothing but problems since we were forced to start using it a couple of years back for our Oracle support:

- it requires a proprietary plugin (flash) for full functionality which isn't available on all platforms, is slow to load, and which causes problems with back/forward navigation
- it includes \*EVERYTHING\* that Oracle sells, most of which we don't use and which we're not interested in getting search hits back on. The interface supposedly allows you to filter other products out, but we've found that the combination of incessant Oracle product name changes and a limited range of filter options (middleware?) make this impractical in actual use
- the search doesn't seem to work as well as it did in the old Oracle Metalink since articles that we searched and found previously (and thus know exist) don't turn up when doing searches in "My Oracle".

In summary, "My Oracle" looks good but doesn't work well - a depressing case of style winning out over substance.

We've tried to feed our opinion back to Oracle previously, but we generally get a breezy response stating that the new system "was created based on user input and is constantly being improved". Meanwhile, our experience remains negative.

I'm going to bring this up with our Sun/Oracle rep although I have very little expectation that the path of the Oracle juggernaut will be diverted by something as trivial as a customer request.

Posted by sean walmsley on October 15, 2010 at 02:42 AM PDT #

https://getupdates.oracle.com will be available on November 6th onwards. At this time, only public patches and files will be available at the time until SunSolve retirement occurs later in November. Access is being made available for script conversion and testing. http://sunsolve.sun.com/search/document.do?assetkey=1-79-1199543.1-1 has been updated to reflect this and contains some suggested public patches that can be used for testing.

Posted by Mike Brown on October 16, 2010 at 03:42 AM PDT #

Sam,
My Oracle Support does have all of Oracle's products and there are ways to customize your view to limit it to a specific product range you are interested in.

Option 1 - Mouse over Powerview and select Edit. This allow you to associate a CSI or a range of products and then the application limits what you see to those products for the areas that use Powerview. (Learn More: http://supportweb.siebel.com/crmondemand/videos/Customer_Support/UITraining/Training/powerview.htm)

Option 2 - You can also filter the Alerts region by selecting the pencil and adding products your interested in. You have to use a comma to add multiple products.

Feel free to review the short video's on the blogs.oracle site for My Oracle Support. http://blogs.oracle.com/supportportal/2008/10/video_training_what_do_you_thi.html

Regards Miriam

Posted by Miriam Brace on October 21, 2010 at 12:33 PM PDT #

Does this mean that the public Sun System Handbook will no longer be available after the SunSolve retirement ?
The public Sun System Handbook (SSH) contains only a subset of the private (= contract customer) SSH, but was accessable with a Sun Online Account that isn't connected to a service contract.

Michael

Posted by maal on October 22, 2010 at 04:41 PM PDT #

Michael,
You are correct the Sun System Handbook for public access has been retired at this stage. The Oracle Sun System Handbook for contracted customers can be accessed via https://support.oracle.com/handbook_private/index.html

Regards Miriam

Posted by Miriam Brace on October 24, 2010 at 10:41 AM PDT #

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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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