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Value of Support

Learn How to Optimise your Oracle Support Experience at the UK Oracle User Group Events

Oracle Support will be speaking at the Apps18 and JDE18 events in Liverpool (Dec 3-5) and we will also be at the Oracle stand. Whether you are using Oracle on-premises or in the cloud, come along and discover best practices for the support tools that will to help your team be more productive. Find out about the training available as part of your Oracle Premier Support and tips such as how you can reduce the need for creating service requests. You can also hear the latest news on the Oracle Applications Unlimited products—Oracle E-Business Suite, JD Edwards EnterpriseOne, Peoplesoft, and Siebel—with Oracle Premier Support through at least 2030. Learn about the Applications Unlimited innovations, like ongoing new features you can choose without upgrades. Join us at our sessions or at the Oracle stand to discuss product roadmaps and more. Hear more at these four sessions: ERP Cloud Support—What's Available & How to Succeed (Apps18, Dec 4th, 15:20-16:05) Customer Support—Accelerating your Business (Apps18, Dec 5th 15:20-16:05) Customer Support - Accelerating your Business (JDE18, Dec 4th 11:55-12:40) My Oracle Support Discussion – Roundtable (Apps 18 Dec 5th. 13:30) If you want to demonstrate your own expertise—or learn about using Oracle Support more effectively—consider becoming Oracle Support accredited (login required). We look forward to meeting you on the Oracle Stand.

Oracle Support will be speaking at the Apps18 and JDE18 events in Liverpool (Dec 3-5) and we will also be at the Oracle stand. Whether you are using Oracle on-premises or in the cloud, come along and...

Latest News, Updates, and Roadmaps--Oracle Premier Support at Oracle OpenWorld

Our conference sessions give you security, and how-to information that you can apply when you are back on the job. Hear directly from Oracle Support experts and Oracle Support customers and learn how you can maximize the value Oracle Premier Support provides your company. Bookmark the Focus on Oracle Premier Support document for quick reference on your cell phone and you will have all the Premier Support sessions and activities available at your fingertips. Click on the + button for a session to pre-register and add the session to your Oracle OpenWorld schedule. Oracle Premier Support—Hear from Customers Oracle Support customers tell the story best—why they rely on Oracle Premier Support and how to get more from your Oracle products—from best practices for security, compliance, and governance to moving Oracle Applications Unlimited products to Oracle Cloud Infrastructure. Whether your Oracle Applications Unlimited run on premises or in the cloud, Oracle Premier Support is there with you. Investing in Oracle Support Matters: An IDC-Led Panel [CAS5728] Leverage Oracle Cloud Infrastructure, Applications, and Oracle Premier Support [BUS5737]   See all the Oracle Premier Support customer sessions.   Oracle Premier Support Security—Hear from Security Experts Oracle Premier Support provides customers with an enhanced security posture. Presented by security experts with operational security experience, these sessions will give you with insight into current security trends, common causes of security breaches, and with specific recommendations to help you secure your environment. The Security value of Support  [PRO5733] The Emergence of New Threats: A Look at Spectre and Meltdown  [TIP3992]   See all Oracle Premier Support Security Sessions   Oracle Applications Unlimited—Through at Least 2030 Get the latest details on Oracle Applications Unlimited products and their availability—whether you run Applications Unlimited products on premises or in Oracle Cloud Infrastructure. See all the Applications Unlimited sessions. Maximize Your PeopleSoft Investment with Oracle Support [PRO5735] Enterprise Agility with the Siebel CRM Continuous Release Model [PRO5726] Maximize the Value You Get from Your JD Edwards Investment with Oracle Support [PRO5736] Maximize Your E-Business Suite Investment with Oracle Support [PRO5734] JD Edwards Support and Oracle Cloud Infrastructure: A Successful Path to Oracle Cloud [TIP4393] User-Defined Attributes Framework:  Extend Your Data Capturing in Oracle E-Business Suite [TIP4421] See all Oracle Applications Unlimited sessions   Oracle Platinum Services See how Oracle Platinum Services helps maximize availability and reduce support complexity through remote fault monitoring, decreased response times, and patching performed by Oracle experts—at no additional cost. Oracle Platinum Services: Roadmap and Latest Developments [THT6717] Oracle Platinum Services: Roadmap and Latest Developments [THT6718] Platinum Patching: Best Practices [THT6845] See all the Oracle Platinum Services sessions   Find all the Oracle Support sessions, activities, and events on the Support and Services Oracle OpenWorld page.

Our conference sessions give you security, and how-to information that you can apply when you are back on the job. Hear directly from Oracle Support experts and Oracle Support customers and learn how...

3 Ways to Meet Oracle Advanced Customer Services at OpenWorld 2018

If you are attending Oracle OpenWorld 2018 in San Francisco this month, we invite you to connect with us and learn more about how Oracle Advanced Customer Services can help you and your business. Here is where you can find us: 1. Learning Sessions We will lead over a dozen sessions, discussing some of the top challenges businesses like yours face every day. Topics include: Oracle Cloud Infrastructure: A Proven End-to-End Approach to IaaS Break Down Barriers with DevOps to Accelerate Innovation Protect Your Business and Your Data with Oracle Managed Security Services 2. Support Stars Bar Come meet our experts and learn how we can help you both maximize and modernize your existing infrastructure. Share your business challenges with us and learn how we are helping customers solve these same issues every day. 3. Customer Welcome Center Demos Join the experts demonstrating key services and capabilities of Oracle Advanced Customer Services. Learn firsthand how our flexible solutions support your innovation and business growth. Join Us Oracle OpenWorld 2018 is today's premier business and technology event that you won't want to miss. Oracle Advanced Customer Services will be there, ready to help you and your business achieve tomorrow’s business goals, today! To learn more about Oracle Support and Services at Oracle OpenWorld visit: oracle.com/goto/openworldservices To learn more about Oracle Advanced Customer Services, visit: oracle.com/acs We look forward to seeing you there!

If you are attending Oracle OpenWorld 2018 in San Francisco this month, we invite you to connect with us and learn more about how Oracle Advanced Customer Services can help you and your business. Here...

Get More from Your Oracle Premier Support Investment

Our conference sessions give you security, and how-to information that you can apply when you are back on the job. Hear directly from Oracle Support experts and Oracle Support customers and learn how you can maximize the value Oracle Premier Support provides your company. Bookmark the Focus on Oracle Premier Support document for quick reference on your cell phone and you will have all the Premier Support sessions and activities available at your fingertips. Click on the + button for a session to pre-register and add the session to your Oracle OpenWorld schedule. Oracle Premier Support—Hear from Customers Oracle Support customers tell the story best—why they rely on Oracle Premier Support and how to get more from your Oracle products—from best practices for security, compliance, and governance to moving Oracle Applications Unlimited products to Oracle Cloud Infrastructure. Whether your Oracle Applications Unlimited run on premises or in the cloud, Oracle Premier Support is there with you. Investing in Oracle Support Matters: An IDC-Led Panel [CAS5728] Leverage Oracle Cloud Infrastructure, Applications, and Oracle Premier Support [BUS5737]   See all the Oracle Premier Support customer sessions.   Oracle Premier Support Security—Hear from Security Experts Oracle Premier Support provides customers with an enhanced security posture. Presented by security experts with operational security experience, these sessions will give you with insight into current security trends, common causes of security breaches, and with specific recommendations to help you secure your environment. The Security value of Support  [PRO5733] The Emergence of New Threats: A Look at Spectre and Meltdown  [TIP3992]   See all Oracle Premier Support Security Sessions   Oracle Applications Unlimited—Through at Least 2030 Get the latest details on Oracle Applications Unlimited products and their availability—whether you run Applications Unlimited products on premises or in Oracle Cloud Infrastructure. See all the Applications Unlimited sessions. Maximize Your PeopleSoft Investment with Oracle Support [PRO5735] Enterprise Agility with the Siebel CRM Continuous Release Model [PRO5726] Maximize the Value You Get from Your JD Edwards Investment with Oracle Support [PRO5736] Maximize Your E-Business Suite Investment with Oracle Support [PRO5734] JD Edwards Support and Oracle Cloud Infrastructure: A Successful Path to Oracle Cloud [TIP4393] User-Defined Attributes Framework:  Extend Your Data Capturing in Oracle E-Business Suite [TIP4421] See all Oracle Applications Unlimited sessions   Oracle Platinum Services See how Oracle Platinum Services helps maximize availability and reduce support complexity through remote fault monitoring, decreased response times, and patching performed by Oracle experts—at no additional cost. Oracle Platinum Services: Roadmap and Latest Developments [THT6717] Oracle Platinum Services: Roadmap and Latest Developments [THT6718] Platinum Patching: Best Practices [THT6845] See all the Oracle Platinum Services sessions   Find all the Oracle Support sessions, activities, and events on the Support and Services Oracle OpenWorld page.

Our conference sessions give you security, and how-to information that you can apply when you are back on the job. Hear directly from Oracle Support experts and Oracle Support customers and learn how...

Discover Oracle University Training at Oracle OpenWorld

Over 57%[1] of IT decision makers see training as important to mitigating the skills gaps they now face. Technology is changing and skills gaps are widening. Are you ready for the challenge? Oracle OpenWorld provides avenues for you to network and learn about new products and services. It also provides you with the opportunity to speak with Oracle product experts and to gain new skills or brush-up on the ones you already have. As part of Oracle’s Support Services organization, Oracle University is excited to offer you a variety of ways to expand your product knowledge while at Oracle OpenWorld or Code One. New this year:  Free “Deep Dive” training sessions! These sessions provide four hours of in-depth product training taught by our expert Oracle instructors. Take a look at these FREE topic sessions offered to Oracle OpenWorld and Code One attendees: Deep Dive: Oracle Database 18c New Features: Continuing Database Innovations Deep Dive: Java Secure Coding Best Practices Deep Dive: Application Integration on Oracle Cloud Deep Dive: HCM Cloud: Getting Started with the New Onboarding Experience Deep Dive: Oracle Big Data/Big Data Cloud: Run Your Big Data from Anywhere Deep Dive: An Introduction to Workflow Approval Processes in Financials Cloud Need something shorter? Visit the Oracle University theatre within the Exchange in Moscone South. We will be running a series of short “how to” product training sessions to help you advance your skill set. Want to talk to Oracle University about your training and certification needs? Stop by the Oracle Support Stars Bar to talk to Oracle University and other support experts from across Oracle’s product portfolio. Make the most of your OpenWorld trip with training at OpenWorld! Reserve your seat today at education.oracle.com/oow. Find all the Oracle Support and Services sessions, activities and events on the Support and Services Oracle OpenWorld page.    [1]2016 IT Skills and Salary Report, Global Knowledge  

Over 57%[1]of IT decision makers see training as important to mitigating the skills gaps they now face. Technology is changing and skills gaps are widening. Are you ready for the challenge? Oracle...

Value of Support

Get the Real-world Advice You Need—Add Oracle Support Experts to Your Schedule

Oracle Support has the expertise and resources to help you optimize and innovate within your business, whether you're an executive leader, enterprise resource manager, database admin, IT service engineer, or anything in between. Visit us at Oracle OpenWorld 2018 in San Francisco, October 22 to 25, and discover tools, knowledge, and best practices for getting the most from your Oracle solutions—on-premises, in the cloud, or a hybrid of both. Explore Support & Services Offerings Come and engage with Oracle Support and Services leaders and engineers at Oracle OpenWorld. We can help you discover available support resources and see what's coming next for your Oracle Cloud and on-premise solutions. See sessions and demos from: Oracle Support Oracle Advanced Customer Services Oracle University And more! Explore the Oracle Support Stars Bar Connect with support experts across Oracle’s product portfolio and gain valuable insights at the Oracle Support Stars Bar, located on the third floor of Moscone West. Support personnel are available for walk-in consultations, or you can schedule a one-on-one engagement ahead of time to fit your event schedule. Explore Oracle Support Mini-Briefing Sessions Attend a 15-minute Mini-Briefing session on key topics at our Mini-Briefing Center (adjacent to the Stars Bar) and enter a drawing for a chance to win a prize. Learn about resources to help drive productivity and proactively avoid business obstacles. Explore Oracle Support Conference Sessions Oracle Support offers dozens of dedicated conference sessions for your specific products and solutions, with support tricks and tips for Oracle Database, Oracle E-Business Suite, Oracle Fusion Applications, and more. Many Oracle Support sessions have historically been some of the best-attended at OpenWorld, with a focus on practical, real-world expertise that you can take home and benefit from immediately. Explore the Proactive Support Champion Awards Oracle Support's proactive program helps organizations adopt and integrate the latest product capabilities, streamline support resolution, and optimize systems and software performance. Oracle Support annually recognizes customers and partners who have excelled in driving business value adopting Oracle's proactive support offerings. The Proactive Support Individual Champion awards are presented at the Stars Bar on Monday, October 22, at 1:00 p.m. Join us for the award presentation and find out how real-world peers have had success using Proactive tools and resources. Explore the My Oracle Support Monday Mix Join us for the annual My Oracle Support Monday Mix, our unique customer appreciation event that complements your Oracle OpenWorld experience and offers another dimension to the sessions and demos you'll attend all week. Connect and engage with Oracle Support executives and engineers on Monday, October 22 from 6:15 to 8:30 p.m. at Fang Restaurant, 660 Howard Street in San Francisco (just a three-minute walk from Moscone). Admission is free for Oracle Support customers with an Oracle OpenWorld badge and photo ID. Oracle Support has provided award-winning service for more than 40 years, and continues to help our more than 430,000 customers find new possibilities to fuel their success and protect their technology investments. We look forward to seeing you at Oracle OpenWorld 2018. Oracle Support Trusted | Secure | Comprehensive

Oracle Support has the expertise and resources to help you optimize and innovate within your business, whether you're an executive leader, enterprise resource manager, database admin, IT service...

Dear Oracle Customers & Partners, Thank YOU!

Dear Oracle Customers & Partners, After a deeply rewarding 20-year career here at Oracle, this serves as my final blog post.  I wanted to take a moment and thank all of you for reading, subscribing and sharing the information provided here about Oracle Support. My 20-year career began serving customers in our Network Support group then quickly transitioned to managing the Unix Install and RDBMS Support teams under Server Technologies.  After 7 years in in the Support delivery organization, I began working for the Customer Support Education team, Proactive Support team and finished within the Global Customer Management organization.  I've been privileged to have traveled the world evangelizing the evolution, best practices and value of Oracle Support throughout the years.  I've been blessed to meet many of you at conferences, events, user groups and 1on1 (both online and in-person).  I've thoroughly enjoyed every minute of it. We've been through a lot together.  From the early days of telephone, call-center support to web enabled, online support. From TAR to SR.  From MetaLink to MOS.  We survived FlashMOS. We survived Y2K.  Through it all, you know that my mantra has always been FOR THE CUSTOMER. As for the future of this blog - stay tuned.  As for my personal next chapter, you can follow me on Twitter and Linked-In. Thank You all. Thank you for your time.  Thank you for your feedback. Thank you for your business. Sincerely, Chris Warticki  

Dear Oracle Customers & Partners, After a deeply rewarding 20-year career here at Oracle, this serves as my final blog post.  I wanted to take a moment and thank all of you for reading, subscribing and...

Best Practices - Resources

The Oracle self-service Premier Support Investment

Nobody wants to open Service Requests.  I get it.  I don't either.  However, everybody wants to learn to get a Service Request closed faster, how to log a Severity 1 Service Request and how to escalate a Service Request. The ultimate value of the Oracle Premier Support investment is in utilizing all of the assets in the inventory of resources to prevent Service Requests in the first place. Nobody is being paid to create and manage Service Requests.  Who would want to do that? Review and take advantage of everything that's already available. Ongoing Training and Education from MOS Experts and Cloud Customer Connect - to prevent Service Requests Proactive Email Alerts and Notifications  - to prevent Service Requests Customized Dashboards and Product Powerviews in MOS  - to prevent Service Requests A robust, constantly growing Knowledge Base - to prevent Service Requests Structured Information Centers of the Best of the Best Support Practices - to prevent Service Requests Dozens and Hundreds of Tools, Scripts and Diagnostics - to prevent Service Requests MOS Communities and Cloud Customer Connect Forums - to prevent Service Requests Subject Matter Expert Networks in our Blogs, Twitter, Newsletters and Events - to prevent Service Requests .....and of course, there's the ability to create and manage Service Requests. "I'm FOR the customer" -Chris Warticki Global Customer Success Management

Nobody wants to open Service Requests.  I get it.  I don't either.  However, everybody wants to learn to get a Service Request closed faster, how to log a Severity 1 Service Request and how to...

Value of Premier Support

How vendor support can help improve ongoing IT operations

Author: Elaina Stergiades, Research Manager, Software and Hardware Support Services, IDC The previous discussions (Part 1 & Part 2) focused on how to manage IT problems: either solving IT problems when they occur (reactive support), or preventing IT issues from affecting critical business processes (predictive/preventive support).  There’s no question that reactive support and preventive/predictive support for critical IT systems will remain an important function of hardware and software support going forward.  However, vendor-driven support now typically includes an additional IT service capability that can provide key insight and guidance to CIOs and IT managers.  As business leaders look for more advanced technology solutions that can help improve the customer experience and drive revenue, flexibility and agility in IT service delivery are no longer optional.  As a result, IT organizations are looking to support providers for assurance in helping improve IT operations across their integrated, heterogeneous environments. As more enterprises look to modernize their IT systems by implementing mobile, social and cloud solutions, IT processes are shifting away from supporting specific technologies to directly supporting business processes.  This is a complex shift for most IT organizations, with far-reaching implications for how support is purchased, delivered and consumed.  Hardware and software support providers are increasingly asked to go beyond reactive support and preventive/predictive support for specific technologies.  CIOs and IT managers are looking for help optimizing operations across the IT landscape, and delivering on the original promise of these systems.  Increasingly, that means considering support providers that can assure a seamless and comprehensive experience across their IT stack. At IDC, our research shows that hardware and software support providers now include non-traditional support capabilities as part of support offerings.  These services are largely intended to help optimize IT operations, but many are even structured to help with software adoption and utilization across the business.  IDC believes the rapid adoption of cloud technologies is fueling this transformation, as CIOs look to “get what they paid for” from the IT providers – regardless of the deployment.  With a deeper understanding of the technology itself, and direct visibility into the customer environment, the original hardware and software vendors can offer a comprehensive mix of these non-traditional support capabilities for resource-strapped IT organizations.  Some of these tools require direct access to the underlying technologies, which may only be available from the original technology vendor. IDC recommends considering support providers with a portfolio of services tailored for optimizing IT operations, including: Planning for migrations and new technology deployments, with deep understanding of the technology under consideration, the current IT landscape and proposed customer roadmap Fast and efficient contract management, especially when IT assets must be scaled up, scaled down or reallocated quickly to accommodate changing business requirements Expanded training capabilities to help speed software adoption and utilization Peer-to-peer best practice sharing, including industry benchmarking Replacing day to day mundane IT operations with automated solutions, so CIOs and IT managers can focus on innovations that directly affect the bottom line IDC recommends considering support from hardware and software vendors with these support capabilities, going beyond break-fix and problem avoidance to assuring a full range of comprehensive services that can help optimize ongoing IT operations. Elaina Stergiades is the Research Manager for IDC's Software Support Services program. In this position, she provides insight and analysis of industry trends and market strategies for software vendors supporting applications, development environment and systems software. Elaina is also responsible for research, writing and program development of the software support services market. Prior to joining IDC, Elaina spent 10 years in the software and web design industries. As a quality assurance engineer at Parametric Technology and Weather Services International (WSI), she led testing efforts for new applications and worked closely with customers to design and implement new functionality. Elaina also worked in product marketing at WSI, directing an initiative to launch a new weather crawl system. More recently, she was a project manager at Catalyst online. At Catalyst, Elaina was responsible for managing client search marketing campaigns targeting increased website traffic, revenue and top search engine rankings. Elaina has a B.S. in mechanical engineering from Cornell University and an M.B.A. from Babson College.

Author: Elaina Stergiades, Research Manager, Software and Hardware Support Services, IDC The previous discussions (Part 1 & Part 2) focused on how to manage IT problems: either solving IT problems...

Value of Premier Support

Why vendor support is a good choice for deploying predictive/preventive support

Author: Elaina Stergiades Research Manager, Software and Hardware Support Services, IDC The previous discussion highlighted the key potential benefits of purchasing support directly from the original hardware or software vendor to help resolve IT problems quickly – i.e. break/fix, or what IDC calls “reactive support.”  While the need for reactive support will continue to be important in support, recent IDC research shows that most IT organizations are finding that reactive support alone is not enough to manage their complex technology landscapes.  More and more, CIOs and IT managers need support providers who can help prevent IT problems from damaging critical business systems.  Whether it’s reducing true system down situations, or avoiding performance degradations that slow users to a crawl, IT organizations need the assurance that business leaders can do their jobs 24/7/365. To accomplish this, IT organizations are expanding their use of advanced predictive and preventive support capabilities across their environments.  These capabilities are typically a complex mix of tools, utilities, online websites and IT process improvements that can immediately and dramatically reduce system down issues and performance issues across the IT landscape.  In addition, advanced preventive and predictive support is expanding quickly with recent advancements in artificial intelligence, cognitive computing, and machine learning.  IDC expects that advancements like expanded self-healing and automated problem diagnosis and resolution will become table-stakes for support in the next 5 to 7 years. As more business leaders demand top performance from their IT organizations, often through extreme service level agreements, adopting preventive and predictive support technology is vital.  These advanced tools are a key first step to reducing risk and improving resiliency across the IT landscape.  However, for most hardware and software deployments, preventive and predictive support is best performed via deep integration with the underlying technologies.  Bolt-on tools and piecemeal utilities alone are not as effective as functionality integrated into the hardware and software itself. By purchasing support directly from the original vendors, IT organizations will have access to advanced preventive and predictive support technologies and capabilities – and can take advantage of the many potential benefits they can provide. When considering support providers for preventive and predictive support, IDC recommends making sure their support capabilities include the following: Ongoing access to the latest updates and patches for software and firmware, a critical component to reducing risk and maintaining the overall health and security of IT systems Advanced tools for preventive support measures that are integrated directly into the hardware and software, with protected IP that can solve problems before they affect critical technology Pairing predictive and preventive support with remote services delivery when problems do occur, which can help ensure faster identification and resolution Ongoing updates to these predictive and preventive support tools, using machine learning and artificial intelligence to improve problem identification and resolution IDC also recommends looking for support from vendors with a demonstrated history of significant ongoing investment in support technologies and capabilities over time, introducing new deliverables on a regular basis.  As technology landscapes continue to change very rapidly, having the assurance of the latest innovations in support functionality is an important part of a secure risk-avoidance strategy.    Elaina Stergiades is the Research Manager for IDC's Software Support Services program. In this position, she provides insight and analysis of industry trends and market strategies for software vendors supporting applications, development environment and systems software. Elaina is also responsible for research, writing and program development of the software support services market. Prior to joining IDC, Elaina spent 10 years in the software and web design industries. As a quality assurance engineer at Parametric Technology and Weather Services International (WSI), she led testing efforts for new applications and worked closely with customers to design and implement new functionality. Elaina also worked in product marketing at WSI, directing an initiative to launch a new weather crawl system. More recently, she was a project manager at Catalyst online. At Catalyst, Elaina was responsible for managing client search marketing campaigns targeting increased website traffic, revenue and top search engine rankings. Elaina has a B.S. in mechanical engineering from Cornell University and an M.B.A. from Babson College.

Author: Elaina Stergiades Research Manager, Software and Hardware Support Services, IDC The previous discussion highlighted the key potential benefits of purchasing support directly from the...

Value of Premier Support

Benefits of vendor support for problem resolution

Author: Elaina Stergiades, Research Manager, Software and Hardware Support Services, IDC As business leaders push for faster adoption of mobile, social and cloud technologies, CIOs and IT managers wrestle with the best approach to embracing these new delivery systems and “keeping the lights on” for important production systems.  With the relentless pace of change in technology in 2017, IDC research shows that most organizations have already started their digital transformation journey across all aspects of the business.  However, the reality is that for most companies, IT must integrate these new technologies with extensive production systems – and support them for the foreseeable future.  At the same time, CIOs must meet demanding internal and external service level agreements across the technology stack that can directly affect the bottom line – no easy feat in these complex environments. With so much complex technology supporting revenue generation and customer-facing activities, business leaders rely on the IT organization to make sure that technology is operating at peak efficiency.  It doesn’t take much for technology disruptions to negatively affect the customer experience and the bottom line – and it can be difficult to repair that damage once it occurs.  As a result, CIOs and IT managers are looking for assurance from support providers that can minimize potentially harmful downtime when problems affect IT systems. IDC believes that support directly from the original software or hardware vendors can be a good choice when navigating these complex technology landscapes.  Many patches for important software problems and any security update can only be delivered from the original vendor, which can be critical for enterprises with strict compliance requirements. In addition, IT organizations typically try to figure out technology problems on their own when problems first occur.  This self-diagnosis and resolution can be much faster and easier than always reaching out for help – and original vendors can include advanced tools and utilities in the code that other providers can’t offer.  For CIOs and IT managers considering vendor support to enable accelerated problem resolution, IDC recommends looking for the following support features: Immediate access to the latest updates and patches when problems are resolved, including security updates – a critical consideration with growing security threats An extensive library of tools and information for self-diagnosis and resolution, including online portals, knowledge bases with advanced search capabilities, and a robust peer-to-peer community Advanced remote diagnostic capabilities, including tools with direct ties into the software to isolate and identify complex software issues Direct access to support staff at the original software vendor when problems occur Well-established partner networks in support delivery, with the ability to support complex integrations of technology from multiple hardware and software providers When considering vendor support offerings and packages, IDC also recommends looking for comprehensive offerings that can assure broad access to these deliverables.  Ideally, the support provider will offer add-on services as needed, both for additional support activities and non-traditional support related activities (like optimization services and upgrade services).   IDC research has shown that IT organizations spend considerable time managing contracts and relationships with vendors and suppliers, and anything that can help minimize that time is helpful.  As IT environments grow more complex integrating on-premises and cloud solutions, support deliverables that can help speed problem resolution will be critical for resource-strapped IT organizations. Elaina Stergiades is the Research Manager for IDC's Software Support Services program. In this position, she provides insight and analysis of industry trends and market strategies for software vendors supporting applications, development environment and systems software. Elaina is also responsible for research, writing and program development of the software support services market. Prior to joining IDC, Elaina spent 10 years in the software and web design industries. As a quality assurance engineer at Parametric Technology and Weather Services International (WSI), she led testing efforts for new applications and worked closely with customers to design and implement new functionality. Elaina also worked in product marketing at WSI, directing an initiative to launch a new weather crawl system. More recently, she was a project manager at Catalyst online. At Catalyst, Elaina was responsible for managing client search marketing campaigns targeting increased website traffic, revenue and top search engine rankings. Elaina has a B.S. in mechanical engineering from Cornell University and an M.B.A. from Babson College.

Author: Elaina Stergiades, Research Manager, Software and Hardware Support Services, IDC As business leaders push for faster adoption of mobile, social and cloud technologies, CIOs and IT managers...

Value of Premier Support

Maximizing the Value of Oracle Support - Part 4

The following is Part 4 of a 5-part series on Maximizing the Value of Oracle Support.Click: Part 3, Part 2, Part 1 I am FOR our customers. In this section I want to cover What is the Self-Service, Premier Support Investment? I emphasized the self-service aspect because Oracle Support provides all the necessary tools, resources and assets for customers to stand on their own two feet to configure, manage and maintain their Oracle products. Let's take a look : Product Investment - Product Knowledge and Continued Education Product Pages on Oracle.com Documentation & Training Oracle University – Education Oracle Support Advisor Webcasts Oracle Learning Library Oracle Events Oracle Newsletters Oracle Support Newsletter Index MOS Tools and Training One-Stop Shop Support Investments - Self-Service Tools and utilities designed to help isolate and resolve customer problems quickly. Support Portal My Oracle Support Proactive & Preventative Support Tools Tools, Diagnostics, Scripts Support Best Practices Accreditation Support Resources Web 2.0 technologies And, there's a whole lot more.  That's just the beginning.  Depending on the product line, there are many tools, diagnostics, scripts, best practices, communities and resources.  To begin to explore the Tools and Training Resources - Click here (MOS Login Required) Read the final excerpt in this series (Part 5)

The following is Part 4 of a 5-part series on Maximizing the Value of Oracle Support.Click: Part 3, Part 2, Part 1 I am FOR our customers. In this section I want to cover What is the Self-Service,...

General Support Topics

Maximizing the Value of Oracle Support - Part 3

The following is Part 3 of a 5-part series on Maximizing the Value of Oracle Support. Click: Part 2, Part 1 I am FOR our customers. In this section I want to cover Value Based vs. Cost Based-Decision Making Results. This is going to be a short article.  In tight economic times, every decision is a bottom-line decision. It's snappy.  It's quick. It makes somebody look like a hero and keeps business alive for a quarter at best.  If it's a matter of making payroll or keeping the lights on, there's nothing I can do or say to help that decision. Maximizing the Value of the Support Investment is about fully understanding that value and what's included. What I can do, is help our customers dissect what Premier Support has to offer.  Nonetheless, at the end of the day, it's still a choice whether or not to evolve, adopt and utilize everything that is available. What's the current state? Answer the question yourself......."Where are we?" Are we using the Products in the same way we've always used them?  Are we using Support in the same way?  Or, have we taken advantage of all that Oracle has to offer with both the Products and with Support?  Are we experiencing the same interactions?   Take the following inventory as a team, as an organization, as a division and as a company. Oracle Premier Support: Get Proactive! [ID 432.1] 8 Habits of Highly Effective Oracle Support Users Request Support Management Attention (SR Attention) Oracle Dynamic Toolbox MOS Catalog of Information Centers Oracle Support Calendar of WebCasts and Events PaaS & IaaS Cloud Platform - Support Resources Fusion Financials (ERP) Cloud Support Resources Sales Cloud Support Resources Service Cloud (RightNow) Support Resources SRM Social Cloud Support Resources CPQ Cloud Support Resources HCM Cloud Support Resources Next - Part 4 of this series

The following is Part 3 of a 5-part series on Maximizing the Value of Oracle Support. Click: Part 2, Part 1 I am FOR our customers. In this section I want to cover Value Based vs. Cost Based-Decision...

Value of Premier Support

Maximizing the Value of Oracle Support - Part 2

The following is Part 2 of a 5-part series on Maximizing the Value of Oracle Support. Click here for Part 1 I am FOR our customers. In this section I want to cover Present Day Realities. The first reality is that I frequently hear from customers, "I can't get Support's attention to my Service Request unless it's Severity 2 or Severity 1, or "Escalated."  Is this a true reality?  Yes, in some situations it is.  It all depends on volume and capacity planning.  The second reality I want to address is the fact that in the past 10-12 years within the global economic climate, the first budget that got whacked to near zero, if not zero, was employee TRAINING.  (The 2nd budget that got whacked was travel for training purposes) What has your division or line of business training budget looked like over the last year? 5 years? 10 years?  Most audiences comment, "What training budget?" Exactly my point.  This is real.  It IS reality. You see, without properly investing in training on Oracle products and technologies, you are becoming co-dependent on the Service Request process to learn, implement, install, configure, manage and maintain your products. This is an unfair expectation to have of any support organization. Do you shoulder the burden of training all of your own customers?  Of course not. Within Oracle's Technical Support Policies - which keep us within the guardrails of working better together, on pg 4 reads, "Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the Oracle supported programs and your Oracle environment in order to help resolve system issues and to assist Oracle in analyzing and resolving service requests. When submitting a service request, your technical contact must have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem." The global culture of not training one's own people has resulted in a near tripling of Service Requests into Support.  Artificially raising the Severity of Service Requests in order to just get attention, is not the answer.  Utilizing the Self-Service Resources as part of your Premier Support Investment is part of the solution.  Included as part of your Support investment is ongoing training and education.  Oracle Support Advisor Webcasts and the Oracle Learning Library should be part of everyone's Personal and Team Development Plans.  Oracle University also is a big part of your solution. Customers that are trained on our products, log the fewest Service Requests and are generally more satisfied with Oracle Support. 70% of I.T. budgets are spent on supporting current infrastructure. 71% of companies say that innovation is the #1 factor to competitiveness Leading I.T. companies use I.T. to empower their people to drive innovation and change. However, 70-90% of companies don't use I.T. to it's potential.  This too - is a very, sad REALITY.  Databases that are nothing more than oversized excel spreadsheets.  Numerous product features and functions that are aren't even being used.  Smack dab in the middle - 80% UNREALIZED ROI. The story goes like this....Two executives are sitting around and talking about the subject of employee training.  One says to the other, "What if we train our people and then they leave?"  The other turns and responds, "What if we don't train them and they stay?" Maximizing your Support Investment is about leveraging the continued training and education that is part of the Premier Support Investment. Next in this series - Part 3

The following is Part 2 of a 5-part series on Maximizing the Value of Oracle Support. Click here for Part 1 I am FOR our customers. In this section I want to cover Present Day Realities. The first...

Value of Premier Support

Maximizing the Value of Oracle Support - Part 1

The following is a 5-part series on Maximizing the Value of Oracle Support. I have the distinct pleasure of meeting with our customers all over the world.  I enjoy working with our customers, partners and employees.  I thrive on helping them understand the Value of the Oracle Support investment.  Yes, it is an investment.  It's an investment that needs careful understanding in order to establish expectations and create a meaningful customer-vendor relationship. I am FOR our customers. The primary message that I would like to begin with is that Premier Support is a SELF-SERVICE Support model.   That means, Oracle Support provides our customers numerous features, functions, tools, diagnostics, portals, communities, ongoing education and resources, in order to service themselves and stand on their own with great success. I am student of human behavior and a student of our customers.   The image on the left represents the support experience that customers desire.  The image on the right represents the standard way of using support that customers have become accustomed too.  The image on the left represents proactive and preventative support. The image on the right represents break-fix, reactive support.   No matter where I travel.  No matter the audience.  No matter the experience level of the audience.......everyone, everywhere wants to learn how to get a Service Request solved by Support faster. Everyone wants to learn  how to 'escalate' a Service Request.  Everyone wants to know what to do in case of an emergency.  Understood, that information is important and part of support best practices. But, no one, anywhere, has ever asked, "teach my team how to prevent the Service Request", or "teach my team to prevent the Sev1", or better yet "teach my team to prevent the crisis". Oracle Products and Services have evolved.  Oracle Support has evolved. It's been my personal experience that most, not all, customers aren't utilizing the full features of Oracle Products (<10%).  And, the same holds true for not utilizing the numerous features of Oracle Support.  More on this later. Above: Represents many assets within the Support inventory for a customer to utilize.  This is a choice, of course.  We can adapt, leverage and experience all the feature richness of what's included within Premier Support (Self-Service).  Or, we can ignore it and experience things the same way that we've done so in the past. The latter, is a painful relationship with Support.  Part 2 "Present Day Realities" -Chris

The following is a 5-part series on Maximizing the Value of Oracle Support. I have the distinct pleasure of meeting with our customers all over the world.  I enjoy working with our customers,...

Digital (On-Prem) Support Resources

Oracle Big Data Discovery (BDD) - Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Big Data Discovery Product Page Data sheet (PDF) Oracle BDD Community on OTN Oracle Big Data Discovery Documentation Getting Started Guide Installation and Deployment Guide Upgrade Guide Enterprise Manager Plug-in for Big Data Discovery Installation Guide Administrator's Guide Big Data Discovery Learning Library - 17 modules! (FREE) What's New in Oracle Big Data Discovery Module 1: Introduction Module 2: Process Overview Module 3: Load Data Tutorial - Learn BDD in an Hour! Using the Aggregate Transformation in Big Data Discovery Using the Filter Rows Transformation in Big Data Discovery Using the Join Transformation in Big Data Discovery Ingesting Data into Big Data Discovery Using the Data Processing Command Line Interface Oracle Big Data Blog - Big Data Discovery BI and Analytics Pulse Blog BI and EPM Partner Community Blog Oracle Big Data Newsletter Oracle Big Data Twitter Big Data Discovery on YouTube Support Resources: Oracle Premier Support: Get Proactive! [ID 432.1] 8 Habits of Highly Effective Oracle Support Users Request Support Management Attention (SR Attention) Oracle Dynamic Toolbox MOS Catalog of Information Centers Oracle Support Calendar of WebCasts and Events

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Big Data Discovery Product Page Data sheet (PDF) Oracle BDD Community on OTN Oracle Big Data Discovery Documentation G...

Cloud Support Resources

Oracle Field Service Cloud (OFSC) - Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. Service Cloud Platform Product Information Page Oracle Field Service Cloud Product Information Page Webcast: Modern Field Service Adds Value for Customers Data sheet: Oracle Field Service Cloud February 2016 Release Capabilities and Benefits (PDF) Data sheet: Oracle Field Service Cloud Overview (PDF) White paper: The Moneyball Method of Field Service Management (PDF) White paper: The New Rules of Field Service Management (PDF) Training on the PRODUCT - Field Service Cloud Training User Configuring and Using Field Service Cloud Reports Field Service Cloud Glossary Field Service Cloud New Features Using Capacity Cloud Service Using Collaboration Cloud Service Using Core Manage Cloud Service Using Forecasting Cloud Service Using Mobility Cloud Service Using Routing Cloud Service Using Smart Location Using the Parts Catalog Administration Administering Field Service Cloud Configuring ETAWorkforce Configuring and Using the Daily Extract Field Service Cloud Release Notes Development Integrating with Activity Management API Integrating with Capacity Management API Integrating with GPS API Integrating with History API Integrating with Inbound API Integrating with Oracle Knowledge Cloud Integrating with Outbound API Integrating with Parts Catalog API Integrating with Resource Management API Integrating with Smart Location API Notification Configuration Guide REST API for Field Service Cloud Understanding Field Service Cloud APIs Quickly learn about Oracle Field Service Service Cloud key tasks and concepts by watching videos. Use Field Service (Dispatcher) Create a sequential routing plan Assign activities immediately Assign temporary work skills Use Field Service (Technician) Use the notification panel Use the count down for work progress Use collaboration Administer Field Service Set up collaboration Use REST for Field Service Cloud Set up REST authentication View REST documentation View Field Service REST API Code Examples Use node.js with the Field Service REST API Use Oracle Social Network to Improve Collaboration Explore Oracle Social Network Video Series Oracle Service Cloud Tutorials Latest Service Cloud videos May 2016 Videos February 2016 Tutorials and February 2016 Videos Service Cloud Learning Subscription - The learning subscription is organized into these channels: What's New Getting Started Administer and Implement Extensibility Use Analytics and Reports Coexist Collaborate Oracle Cloud Portal (Subscription and Services Admin) Demos & Videos Service Data Sheets White Papers Documentation Service Cloud (RightNow) Support Portal Email Preferences Support Notifications Community Subscriptions Expand your Network Subscribe to Cloud, CX and SaaS, Newsletters Join the Cloud Field Service Forum Service Cloud - Applications Customer Connect Oracle Mobile App – News, Events, Videos etc SOCIAL Circles of Influence · Oracle Service Cloud · Oracle Service Cloud Support · Oracle Cloud Zone · Oracle Cloud Marketplace · Cloud Café (Podcasts) · Oracle Customer Experience Blog Engage with Oracle Support: · Upload any necessary reports if logging a Service Request · Leverage Oracle Collaborative Support (web conferencing) · Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. Service Cloud Platform Product Information Page Oracle Field Service Cloud ProductInformatio...

Digital (On-Prem) Support Resources

Big Data Appliance (BDA) - Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Big Data Interactive Quick Reference Oracle Big Data delivers a broad and integrated portfolio of products and engineered systems. It helps you acquire and organize the diverse data sources and analyze them alongside your existing data to find new insights and capitalize on hidden relationships.  This quick reference tool includes: Architecture diagrams with hotspots that allow you to drill down into more details Remain a student of the product. Oracle Big Database Appliance Product Information Landing Page Oracle Big Database Appliance Product Resources Oracle Learning Library - Big Data Appliance (25+ Modules) Oracle Big Data Learning Library Introduction to the Oracle Big Data Appliance (BDA) Oracle Big Data Appliance (BDA): Pre-Installation Steps  Securing the BDA Getting Started with 11;Oracle Big Data Connectors Using Oracle WebLogic Server on Oracle Database Appliance OTN - Big Data Appliance Community MOS - Oracle Engineered Systems Community MOS Engineered Systems Resource Center (Doc ID 1392174.1) Oracle Engineered Systems Support Quick Reference Guide (Doc ID 1988893.1) MOS Information Center: Troubleshoot Oracle Database Appliance (ODA) - Hardware and System issues Engineered Systems Welcome Community Call Schedule (non-Platinum) Oracle Datawarehousing Blog Oracle BDA on Twitter Oracle BDA on YouTube Engineered Systems Newsletter Oracle Big Data Analytics Newsletter Information Centers within My Oracle Support (login required) Information Center: Oracle Big Data Spatial and Graph Information Center: Using Oracle Big Data SQL on the Oracle Big Data Appliance Information Center: Install/Upgrade/Configure Oracle Big Data SQL on the Oracle Big Data Appliance Information Center: Oracle Big Data SQL on the Oracle Big Data Appliance Information Center: Using Oracle Big Data Appliance Information Center: Oracle Big Data Appliance Information Center: Install/Upgrade/Configure Oracle Big Data Appliance Information Center: Install/Upgrade/Configure Oracle SQL Connector For Hadoop Distributed File System Information Center: Install/Upgrade/Configure Oracle XQuery For Hadoop Information Center: Oracle SQL Connector for Hadoop Distributed File System Information Center: Oracle R Connector for Hadoop Information Center: Oracle Loader For Hadoop Information Center: Oracle Big Data Connectors Information Center: Oracle XQuery for Hadoop for Oracle Big Data Appliance Information Center: Using Oracle XQuery For Hadoop Information Center: Perfect Balance Information Center: Using Oracle SQL Connector For Hadoop Distributed File System Information Center: Install/Upgrade/Configure Oracle Direct Connector For Hadoop Distributed File System Information Center: Using Oracle Direct Connector For Hadoop Distributed File System Personalize My Oracle Support Experience Setup Proactive Alerts and Notifications Customize your MOS Dashboard Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary 5. Know My Oracle Support? Get Accredited

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Big Data Interactive Quick Reference Oracle Big Data delivers a broad and integrated portfolio of products and...

Digital (On-Prem) Support Resources

Oracle Database Appliance (ODA) - Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Database Appliance Release 12.1 Overview By investing in this course, you will discover how Oracle Database Appliance compares to other Oracle engineered systems and the advantages of using Oracle Database Appliance. After reviewing and planning for a new deployment, you'll get a chance to utilize the standalone Oracle Appliance Configuration Manager tool to generate a deployment plan configuration. Remain a student of the product. Oracle Database Appliance Product Information Landing Page Oracle Learning Library Configure and Deploy Oracle Database Appliance Oracle Database Appliance: Configuration, Cabling, and Deployment Using Oracle WebLogic Server on Oracle Database Appliance MOS - Oracle Database Appliance Community News Alerts Most Popular Solution & Troubleshooting Docs MOS Information Center: Oracle Database Appliance MOS Information Center: Troubleshoot Oracle Database Appliance (ODA) - Hardware and System issues Oracle Database Appliance Blog ODA on Twitter ODA on YouTube Engineered Systems Newsletter Oracle Infrastructure Community Oracle Infrastructure Blog Personalize My Oracle Support Experience Setup Proactive Alerts and Notifications Customize your MOS Dashboard Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary 5. Know My Oracle Support? Get Accredited

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Oracle Database Appliance Release 12.1 Overview By investing in this course, you will discover how Oracle Database Appliance...

Cloud Support Resources

PaaS & IaaS Cloud Platform - Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Cloud Computing Product Information Page 2. PaaS Platform Information Page PaaS Tutorials, Videos and Documentation 3. IaaS Product Information Page IaaS Tutorials, Videos and Documentation 4. Oracle Cloud Learning Library 5. PaaS Learning Subscription 6. Cloud.Oracle.com – Oracle Cloud Portal (Subscription and Services Admin) Personalize My Oracle Support Experience Setup Proactive Alerts and Notifications Customize your MOS Dashboard Collaborate. Communicate. Connect Subscribe: PaaS Community PaaS Newsletter Subscription IaaS Community IaaS Newsletter Subscription Oracle Mobile App – News, Events, Mobile MOS, Videos etc SOCIAL Circles of Influence Cloud Solutions Blog Paas Blog DaaS Blog YouTube – Cloud Oracle Cloud Zone Cloud Café (Podcasts)   KNOW Support Best Practices Technology Cloud Services (PaaS and IaaS) Information Center(Doc ID 2048297.2) Technology Cloud Services (PaaS and IaaS) Maintenance Schedule Oracle Cloud Change Management Information(Doc ID 1681146.1) Guide for Hosting Issues on PaaS Cloud Services [Document 1998898.1] How to Reset an Oracle Cloud New User's Password [Document 2006125.1] Changing/Switching Identity Domain While Logging Into My Services [Document 2040011.1 Guide for Hosting Issues on PaaS Cloud Services [Document 1998898.1]   Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary 5. Know My Oracle Support? Get Accredited

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Cloud Computing Product Information Page 2. PaaS Platform Information Page PaaS Tutorials,...

Cloud Support Resources

Fusion Financials (ERP) Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. ERP Cloud Product Information Page ERP Webcast Series 2. EPM Cloud Product Information Page EPM Webcast Series 3. ERP / PPM Documentation and Resources 4. Oracle Cloud Learning Library Oracle Planning and Budgeting Cloud Service Library Oracle Enterprise Performance Reporting Cloud Learning Library 5. ERP Cloud Learning Subscription 6. Oracle University – Fusion Applications Training 7. Cloud.Oracle.com – Oracle Cloud Portal (Subscription and Services Admin) Demos and Videos Data Sheets eBooks FAQ White Papers Release Readiness Documentation Additional Resources Training ERP Cloud - Applications Customer Connect Personalize My Oracle Support Experience Setup Proactive Alerts and Notifications Customize your MOS Dashboard Collaborate. Communicate. Connect · Subscribe to Cloud and SaaS, Newsletters Enterprise Performance Management News Oracle Mobile App – News, Events, Mobile MOS, Videos etc Oracle Support's ERP Community SOCIAL Circles of Influence Cloud Solutions Blog Oracle Applications Blog ERP Cloud Forum Twitter OraERP.com YouTube – ERP Cloud Zone Oracle Cloud Marketplace Cloud Café (Podcasts) KNOW Support Best Practices Oracle Support Document 104.2 (Information Center: Fusion Financials) Oracle Support Document 1456185.1 (Get Proactive with Oracle Fusion Applications) Oracle Support Document 1338511.1 (What Diagnostic Tests Are Available For Fusion Financials) Oracle Support Document 1359493.1 (What Diagnostic Tests Are Available for Oracle Fusion Project Portfolio Management)  Invoices Not Selected by a Payment Process Request: Basic Troubleshooting Troubleshooting Data Security Issues In Reporting UIs - Smart View, Financial Reporting,Account Inspector Common Problems And Solutions Fusion Receivables Automatic Receipts Processing Troubleshooting Process ExpenseReimbursement Common Problems and Solutions Process Customer Payments Process Receipts: Lockbox Receipts Troubleshooting Security In Fusion Payables Setup Troubleshooting "Balances not appearing on Inquire and Analyze Balances UI and in Smart View" Fusion Applications:Intercompany Transactions Troubleshooting Guide Unable To Connect Financial Reporting Studio Cross Validation Rules In Fusion General Ledger Fusion Applications - Product Information Center Fusion General Ledger (GL) - Product Information Center Fusion Payables (AP) - Product Information Center Fusion Receivables (AR) - Product Information Center Fusion Tax - Product Information Center Fusion Legal Entity - Product Information Center View and EXECUTE the list of diagnostic tools for this product SRDC - Data Collection for Fusion Payables Accounting Setup SRDC - Data Collection for Fusion Payables Trial Balance SRDC - Data Collection for Fusion Payables Accounting Reports SRDC - Data Collection for Fusion Payables Control Periods  SRDC - Data Collection for Fusion Payables Create Accounting SRDC - Data Collection for Fusion Financials Common Module - Functional Setup Manager SRDC - Data Collection for Fusion Accounting Hub - Functional Setup Manager Data Collector: User Test Script To Investigate User Provisioning Issues in Fusion Applications SRDC - Data Collection for Fusion General Ledger Budgets SRDC - Data Collection for Fusion General Ledger Journal Posting SRDC - Data Collection Request for Fusion Assets - Acquiring Assets - Create Mass Additions SRDC - Troubleshooting issues while performing Receivables Setups SRDC - Data Collection for Utilize Assets - Depreciate Assets (Errors) SRDC - Data Collection for Utilize Assets - Depreciate Assets (Reports) SRDC - Data Collection for Utilize Assets - Depreciate Assets (Calculations) SRDC - Data Collection for Utilize Assets - Depreciate Assets (Performance) SRDC - Data Collection for Retire Assets SRDC - Data Collection for Fusion General Ledger Currency Rates Setup SRDC - Data Collection for Fusion Receivables Customer Import SRDC - Data Collection for Define Fixed Assets - Manage Asset Book SRDC - Data Collection for Fusion General Ledger Ledger Setup Fusion: Generate Payables Data Collection Test (APList) SRDC - Data Collection for Fusion Receivables Upload Customers From Spreadsheet SRDC - Troubleshoot AutoInvoice Import Process SRDC - Troubleshoot Autoinvoice Prepare and Load Data Using File Based Data Import SRDC - Data Collection for Fusion General Ledger Allocation Journals SRDC - Data Collection for Fusion General Ledger Reversal Journals SRDC - Data Collection for Fusion General Ledger Journal Entry SRDC - Data Collection for Fusion General Ledger Journal Import SRDC - Data Collection for Fusion General Ledger Journal Upload via ADFdi Fusion: Generate IBY PPR Diagnostic Report What Diagnostic Tests Are Available For Fusion Financials Diagnostics: Generate Asset Trace Diagnostics: Generate Mass Addition Trace Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary  

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. ERP Cloud Product Information Page ERP Webcast Series 2. EPM Cloud Product Information...

Cloud Support Resources

Sales Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Sales Cloud Product Information Page 2. Modern CRM Product Information Page 3. Sales Cloud Documentation and Resources 4. Sales Cloud Release Readiness 5. Sales Cloud Learning Library 6. Sales Cloud Learning Subscription 7. Oracle University – Fusion Applications Training 8. Cloud.Oracle.com – Oracle Cloud Portal (Subscription and Services Admin) Demos and Videos Data Sheets eBooks FAQ White Papers Release Readiness Documentation Additional Resources Training Sales Cloud - Applications Customer Connect Personalize My Oracle Support Experience Setup Proactive Alerts and Notifications Customize your MOS Dashboard Collaborate. Communicate. Connect Subscribe to Cloud and SaaS, Newsletters Sales News Oracle Mobile App – News, Events, Mobile MOS, Videos etc Oracle Support's Sales Cloud Community   Popular Documents Information Center: Oracle Fusion Sales Information Center:Fusion Applications ADFDI Information Center: Trading Community Model for Fusion CRM Product V1.0 Information Center: Installing Oracle Fusion Sales Information Center: Troubleshooting Oracle Fusion Sales Catalog Information Center: Oracle Fusion Sales Catalog Information Center: Troubleshooting Oracle Fusion Sales Forecasting Information Center: Using Oracle Fusion Territory Management Information Center: Patching Oracle Fusion Territory Management Information Center: Overview - Oracle Fusion Territory Management SOCIAL Circles of Influence Oracle Sales Cloud - Twitter Cloud Solutions Blog Oracle Applications Blog YouTube – Sales Cloud Oracle Cloud Zone Oracle Cloud Marketplace Cloud Café (Podcasts) Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Sales Cloud Product Information Page 2. Modern CRM Product Information Page 3. Sales...

Cloud Support Resources

Service Cloud (RightNow) Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Service Cloud Product Information Page Watch Service Cloud in action Quick tour Release Readiness 2. Training on the PRODUCT - Service Cloud (RightNow) Training Service Cloud Learning Center Oracle Cloud Learning Library Oracle Service Cloud (RightNow) Social Experience Administration Collection Service Cloud Learning Subscription - The learning subscription is organized into these channels: What's New Getting Started Administer and Implement Extensibility Use Analytics and Reports Coexist Collaborate 3. Oracle Cloud Portal (Subscription and Services Admin) Demos & Videos Service Data Sheets White Papers Documentation 4. Service Cloud (RightNow) Support Portal Email Preferences Support Notifications Community Subscriptions Expand your Network 5. Subscribe to Cloud, CX and SaaS, Newsletters 6. Service Cloud - Applications Customer Connect Oracle Mobile App – News, Events, Videos etc SOCIAL Circles of Influence Oracle Service Cloud Oracle Service Cloud Support Oracle Cloud Zone Oracle Cloud Marketplace Cloud Café (Podcasts) Oracle Customer Experience Blog Engage with Oracle Support: Upload any necessary reports if logging a Service Request Leverage Oracle Collaborative Support (web conferencing)  Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. 1. Service Cloud Product Information Page Watch Service Cloud in action Quick tour Release...

General Support Topics

SRM Social Cloud Support Resources

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. SRM Social Product Information Page Social Cloud PRODUCT Information Page Marketing - Eloqua / BlueKai / Responsys / Content Marketing YouTube - SRM Training Training on the PRODUCT Recorded Webinar Training Cloud Learning Subscription Cloud Learning Center Oracle Learning Library Oracle Social Relationship Management - Series Cloud Library Personalize My Oracle Support Experience 1. Setup Proactive Alerts and Notifications 2. Customize your MOS Dashboard Remain in the Know Subscribe Social / Marketing Newsletter Subscribe to Cloud and SaaS, Newsletters Collaborate. Communicate. Connect Oracle Mobile App – News, Events, Mobile MOS, Videos etc Social Cloud - Applications Customer Connect OPN Social Cloud Community Oracle Support's SRM Community SOCIAL Circles of Influence Oracle Social Eloqua moving to Oracle Marketing Cloud Oracle Cloud Zone Oracle Cloud Marketplace Cloud Café (Podcasts) Social Spotlight Blog Oracle Social - FB Oracle Customer Experience Blog Engage with Oracle Support 1. Upload ALL reports if logging a Service Request 2. Leverage Oracle Collaborative Support (web conferencing) 3. Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) 4. Request Management Attention as necessary

First and ALWAYS – the #1 investment is made in the PRODUCT, PRODUCT, PRODUCT. Remain a student of the product. SRM Social Product Information Page Social Cloud PRODUCT Information Page Marketing - Eloqua...

UK Partner Event – Value of Support Investment, Best Practices & Resources

Thanks to the more than 40 Oracle Partner Delegates thatjoined today's in-person workshop held at our Oracle Reading, U.K., (TVP)office. Below is the leave-behind list of all the links to the informationdiscussed. First – The #1 investment is theproduct itself, therefore be a student of the product ContinuedTraining & Education - Product, Product, Product Oracle Partner Network Oracle PartnerGuided Learning Paths Oracle LearningLibrary MyOracle Support Monthly Advisor Webcasts MyOracle Support Accreditation (Are you Oracle Support accredited?) OracleE-Business Suite Release 12.1 and 12.2 Transfer of Information (TOI) OnlineTraining Oracle University--Training On Demand #2 – Remain In-the-Know fromOracle Support and Oracle Corporation ProactiveAlerts, Notifications & Subscriptions - Are you receiving the specific youneed? SetupHot-Topics emails from My Oracle Support Subscribeto available Newsletters from major product lines and technologies Events & WebcastsSchedule and Archives ProductSupport Newsletters from Oracle Support teams #3 – Personalize My Oracle Support My Oracle Support - Efficiencies.  Customizeyour Dashboard & use Powerviews #4– FIND it, the FIRST time, FAST! Knowwhat Support knows with 100% certainty whether you need to open a ServiceRequest or not. Usethe Knowledge Browser in My Oracle Support Catalog:Oracle Information Centers: All Products - Database - Exadata - EBS - JDE -Fusion - Middleware - GBUs - Siebel - Sun Systems - Peoplesoft - EnterpriseManager - Endeca If you haven’t LEARNED ABOUT IT, haven’t READABOUT IT, and you can’t FIND IT – then absolutely log a Service Request. Service Request Best Practices - What does a fully qualified SR contain? #5 – Leverage ALL the availableDiagnostics tools and ScriptsProactiveSupport Portfolio - Categorical List of all Tools, Diagnotics, Scripts and BestPractices (by Product Family)Service Request Profiles or Existing SR for expediency TFA Collector - Tool for Enhanced Diagnostic Gathering- Includes and Integrates the following tools thatwere previously packaged as the "RAC and DB Support Tools Bundle"(MOS Version Only): ORAchk, OSWatcher, Procwatcher, SQLT, ORAtop and DARDA toensure such data is available for reactive types of issues Install - RemoteDiagnostic Agent (RDA) for Database, Server Tech & other Products Over 25 built-in toolsand tests. Over 80 seededprofiles Ora-600/7445Internal Errors Tool PerformanceDiagnostics Guide and TuningDiagnostics Install - EBusinessDiagnostic Support Pack for Applications PSFT – TroubleshootingAssistants for PeopleSoft Enterprise PSFT – DiagnosticFramework PluginsPSFT – PerformanceDiagnostic Tools PSFT – CobolAssistancePSFT - Page,PeopleCode and Online SQL TroubleshootingPSFT - analyzing*.tracesql files with TraceMagicPSFT - Preventand Resolve Performance Issues Advisor JDE – PerformanceWorkbenchJDE - ServerManagerJDE - ChangeAssistantJDE - ConfigurationAssistantJDE - PerformanceWorkbench GuardianResource Center SunSystems Management and Diagnostic Tools AutoService Request OracleServices Tools Bundle with Sun Explorer Data Collector GatheringSolaris Performance Data (GUDS) SunGathering Debug Data (Sun GDD) OracleSolaris Crash Analysis Tool OracleShared Shell OracleHardware Service Request Automated Diagnosis OracleValidation Test Suite OracleHardware Management Pack PC-check Oracle ASR Product Page OracleSTB Product Page OracleSecure File Transport OracleHardware Service Request Automated Diagnosis #6 – Engage with Oracle Support Fill-out Service Request Templates completely Use all Diagnostics & Data Collectors (432.1) Upload ALL reports if logging a Service Request Leverage Oracle Collaborative Support (web conferencing) Better Yet – Record your issue and uploadit (why wait for a scheduled web conference?) Request Management Attention as necessary #7 – Expand your Circles ofInfluence Oracle Community-wideResources My Oracle SupportCommunitiesOracleTechnology Network ForumsBlogs.oracle.com Oracle PartnerNetwork Strategy BlogSOA & BPM Partner Community BlogWebLogic Partner Community EMEA SystemsTechnology Enablement for Partners (STEP)Oracle Partner Enablement for Apps Partners Oracle onYouTube TwitterDirectory Oracle Partner Network@oraclepartners Oracle Partner Biz @ORCLpartnerbiz Oracle Podcasts #8 – Understand Oracle SupportPolicies and Processes All TechnicalSupport Policies Lifetime Support Policy OracleSupport Technical Support Policies Database,FMW, EM Grid Control and OCS Software Error Correction Policy EbusinessSuite Software Error Correction Policy Thanks - Chris Warticki #Oracle News,Info & Support @cwarticki

Thanks to the more than 40 Oracle Partner Delegates that joined today's in-person workshop held at our Oracle Reading, U.K., (TVP) office. Below is the leave-behind list of all the links to the...

General Support Topics

Health Sciences Partner Support Best Practices & Resources

Thanks to all of our Health Sciences Partners that joined today's webcast on Support Best Practices and Resources.Below is the leave-behind list of all the links to the information discussed.First – The #1 investment is the product itself, therefore be a student of the product OTN for Health Sciences DocumentationHealthcare Applications TrainingHealth Sciences DocumentationLife Sciences Applications TrainingHealth Sciences Knowledge ZonesOracle UniversityAll Product-specific landing pagesOracle Learning Library aka, Oracle By Example – 6000+ Free Tutorials/DemosPublic list of all available webconferencesAdvisor Webcast Current Schedule and Archives too from Support (ID 740966.1)Oracle E-Business Suite Transfer of Information (TOI) courses (ID 807319.1) Information about the functional changes in Release 12.1 and Release 12.1.x Release Update Packs (RUPs). #2 – Remain In-the-Know from Oracle Support and Oracle Corporation Setup Hot-Topics emails from My Oracle SupportSubscribe to available Newsletters from major product lines and technologiesEvents & Webcasts Schedule and ArchivesProduct Support Newsletters from Oracle Support teams #3 – Personalize My Oracle Support Customize your Dashboard & use Powerviews #4 – FIND it, the FIRST time, FAST! Use the Knowledge Browser in My Oracle SupportCheck out available Product Information Centers, like the one for OC/RDCKnow what Support knows with 100% certainty whether you need to open a Service Request or not. #5 – Leverage ALL the available Diagnostics tools and Scripts Proactive Support Porfolio - Categorical List of all Tools, Diagnotics, Scripts and Best Practices (by Product Family)Configuration ManagerInstall - Remote Diagnostic Agent (RDA) for Database, Server Tech & other ProductsOver 25 built-in tools and tests. Over 80 seeded profilesOra-600/7445 Internal Errors ToolPerformance Diagnostics Guide and Tuning DiagnosticsPL/SQL Tuning ScriptsInstall - EBusiness Diagnostic Support Pack for ApplicationsPSFT – Change AssistantPSFT – Change Impact AnalyzerPSFT – Performance MonitorPSFT – Setup ManagerJDE – Change AssistantJDE – Configuration AssistantJDE – Support Assistant Guardian Resource Center SUN Systems Mgmt & Diagnostic Tools Oracle ASR Product Page Oracle STB Product Page Oracle Sun System Analysis Product Page Oracle Oracle Shared Shell Product Page Oracle Secure File Transport Oracle Hardware Service Request Automated Diagnosis Oracle Validation Test Suite PC Check Oracle Hardware Installation Assistant Oracle Hardware Installation Assistant Product Page Cediag Memory DIMM Replacement Management Tool #6 – Engage with Oracle Support Check Configuration Manager Healthchecks and Patch RecommendationsFill-out Service Request Templates completely Use all Diagnostics & Data Collectors (432.1)Upload ALL reports if logging a Service RequestLeverage Oracle Collaborative Support (web conferencing)Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)Request Management Attention as necessary #7 – Expand your Circles of Influence Facebook: Oracle Health Sciences Linkedin: Oracle in Healthcare and Life Science Twitter: Oracle Health Sciences on Twitter YouTube: youtube.com/OracleHealthSciences #8 – Understand Oracle Support Policies and Processes All Technical Support PoliciesLifetime Support PolicyOracle Support Technical Support PoliciesDatabase, FMW, EM Grid Control and OCS Software Error Correction PolicyEbusiness Suite Software Error Correction Policy Thanks- Chris Warticki#Oracle News, Info & Support@cwarticki

Thanks to all of our Health Sciences Partners that joined today's webcast on Support Best Practices and Resources. Below is the leave-behind list of all the links to the information discussed. First –...

General Support Topics

The investment is all about the PRODUCT, the PRODUCT, the PRODUCT.

Everyone wants to know where the 22% of the value of the Support investment goes?  I on the other hand, would like to know where the value of the 78% of the Product investment went?  It's quite easy to share with you the entire inventory of assets, resources, tools and best practices when it comes to the value of the support investment. Let's talk Product for a moment. Take the Database for example.  Review the 40+ features in the Enterprise Edition.  How many are you using?  Most customers are using LESS THAN 10% of those features.  It's like having a very expensive excel spreadsheet one would like to call a database, and run very costly queries from it.  Are you capitalizing on the 9 Application Development Features?  Have you been running the same old SQL statements without taking advantage of the years worth of SQL improvements built-in to the the product?  Let's throw the Security card.  Nobody wants to wind up on the front page, nor on the 6 o'clock news because they just had a data breach.  But, are you utilizing the 6 Security Defense features? Where am I headed with this?  Training.  That's where.In the last decade, across the global economy, the first budget that was cut was training.  During my informal polls when working with our customers, they haven't taken a 3-5 day instructor-led class on the current version of the product in over 5-7 years!   I've met DBA's managing 12c the same way they installed and managed v6-7 of the RDBMS. There is help. There are resources: First - There's Oracle University.  They have Learning Paths by Product. They have product development plans by Job Role.  They have a multitude of education formats and options.  Second - If you're an Oracle Partner - take advantage of Guided Learning Paths Third - Oracle Learning Library (Thousands of Tutorials!) Did I mention that's included with your 22% support investment? Fourth - Support Advisor Webcasts, 1 hour brownbags.  Scheduled and Recorded.  This too is included with your support investment. Lastly - There is Oracle Support Accreditation.  Why not get accredited on Support, just like you would get certified on the Product? Back to the investment made in Oracle.  And, the re-investment.  2/3 of the Support investment goes back into R&D.  Billions of dollars every year.  Leverage the features and functions found within your Products.  Once you do, you gain efficiencies.  When efficiencies are gained, profitability is realized.  Oracle IS the example for using our own products, features and functions.  Oracle turned a dividend to the share holder in the company's 30th anniversary and continues to do so, in what some would term one of the most turbulent global economies ever. The investment is in the Product, the Product, the Product. Chris Warticki is member of the Global Customer Management team for Oracle Support ServicesTweeting @cwarticki

Everyone wants to know where the 22% of the value of the Support investment goes?  I on the other hand, would like to know where the value of the 78% of the Product investment went?  It's quite easy...

General Support Topics

Request Support Management Attention (SR Attention)

In today's world, everybody wants the answer yesterday.  Everything seems to require immediate attention.  But, what is requesting support management attention all about? Do you have a Support delivery concern? Are your expectations not being met nor understood? Request for Support Management Attention will help.  The shortest path to least resistance regarding any technical service request is Support Management Attention – first and always.   Until you’ve spoken to a manager from Oracle Support, how does Oracle Support know where/when the service gap is and how to remedy it?  Side note: (Escalation, formerly known as the Duty Manager Process, has always been defined as speaking with the manager where the Service Request resides.  Escalation has never meant immediate resolution.  It's not a check-box.  Escalation is not the solution, it's a component of the conversation.)  Does that surprise you? Read on. Here’s how it works; Step 1 - Insert the template below into the Service Request, including all **** lines. This will ensure correct visibility and content. ******************* Management Attention Request ******************* Reason for request, including business impact of the problem that requires management attention Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone Name of the customer requesting callback; contact information: phone number, pager, email address ******************* Management Attention Request ******************* Step 2 – Call the Global Support 800#.  You may choose #1 for Existing SR or #2 for New SR. Step 3 – Request Support Management Attention. "The magical phrase that pays":  Here is my existing Service Request #, I would like to speak with and receive a callback from the Support Manager. This used to be called the Escalation/Duty Manager 9+ years ago. Step 4 – Your contact information will be verified and the Support Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle Support strives that the Support Manager shall respond with a sense of urgency and contact you back in 30 minutes or less. Here’s what NOT to do: Don't log a Severity 1 SR and then immediately request to speak to a Support Manager.  Give Support a chance to begin work. Don’t choose the option to speak to the support engineer if your intending to speak with a manager.  Choosing that option will route you to the support engineer, or their voicemail. Don’t call the 800# and request a Severity 1 or Severity increase. Severity 1 is reserved for production down 99% of the time. Don’t update your Service Request to initiate escalation. This is not recommended. Oracle doesn’t have a batch job running to look for keywords in SRs. Call us!  Then, update your Service Request for your own documentation purposes. Don’t call your sales team, account team, or anyone else in your rolodex of Oracle business cards. They can’t solve your technical problem. You might as well try posting to your Facebook friends. There’s no backdoor to this process. Don’t request your support engineer to jump on some bridge call. Bridge calls are for managers to keep busy. Keep the technical team troubleshooting. The motto for bridge calls is; “When all is done and said, a whole lot more is said than ever done!”  If you have such a requirement for a bridge call, the best practice is to document the SR with the bridge call information and then initiate Request for Support Management Attention.  Remember, the engineer is multi-tasking, they aren't waiting around to join a bridge call.  The Support Manager will respond and most likely even join the bridge call and then resource the issue as appropriate. Here’s how it plays out:  DON’T HANG UP with any manager until you know these 3 things: Management Contact: Once identified, the Support Manager, for the team where the SR resides, will call you back to discuss the technical details and review the Service Request with you. Don't hang up until you have the manager's contact information. (name, email address, office phone) Action Plan: Work up an agreed upon action plan (WHO is going to do WHAT, by WHEN) At this time, discuss any concerns you have. (time to respond, time to resolve, technical direction, key milestones at risk, etc.) Nobody is getting in trouble here. Let us know how we can serve you better. Discuss current status and if the situation deems escalated or not. UPDATE: Escalation as a term means CRISIS (the sky is falling, mission critical), and your management and Oracle's management will be in ongoing conversations.  It within the Support Manager's discretion if a Service Request is marked escalated.  Don't get hung up on that.  The value is in the relationship, action plan and communication plan with the Support Manager. Discuss appropriate severity As a customer, document the action plan in the Service Request. Document, “I just spoke to so-n-so and we agreed to the following” The support manager should be doing the same. Communication Plan: Know when the next follow-up will be. Is follow up necessary? Discuss it. There are two things the Support Manager can do that nobody else in Oracle can - Support Managers have control of the resources and time of the support engineers. They may reassign it to someone else on the team. They may free up the time of the current engineer to devote more time to your problem. They will review what can and can’t be accommodated. That’s why you shouldn’t call anyone else. If your boss asks you about that Service Request and you tell them that you requested Support Management Attention, remember that they can reply with; Oh, you requested management attention, then who did you speak too? What’s their name? Better yet, let’s contact them and find out the status of what we need to know. Or, come into my office and let’s crack open the Service Request and see the details of what you spoke about. What if the Service Request has a Bug Associated with it? Good question. While discussing your Action Plan, request from the Support Manager to coordinate a call with Development Management. Remove the engineers and developers from the mix and go direct to the managers who control both of these resources. Let Development Management know how this bug is affecting your business. That Development Manager will give it to you straight if a fix is feasible or not. Please don't do this for enhancement requests.  Utilize the UserGroups, the ER Voting System and associated CABs and SIGs. What if I’ve done what you’ve prescribed and it didn’t work? Nobody is perfect. Oracle strives to achieve 100% satisfaction. Simply call the 800# again, state either the support manager you’ve spoken too isn’t able to help you, or the request for callback wasn’t returned, then request to speak to the next level of management (Sr. Manager, Director and then VP level, if necessary) It should be that simple. Really, it is. As a former manager from Database support, we take a lot of pride in, and hold ourselves accountable to this valuable process. Chris Warticki is member of the Global Customer Management team for Oracle Support Services Tweeting @cwarticki

In today's world, everybody wants the answer yesterday.  Everything seems to require immediate attention.  But, what is requesting support management attention all about? Do you have a Support...

General Support Topics

Business Transformation: Getting from Here to There

New Oracle OpenWorld Sessions Nearly every industry is undergoing some type of transformation. Businesses strive to innovate, gain market share, and stay ahead of the competition. Six new Oracle OpenWorld conference sessions--specifically designed for organizations embarking on major transformation initiatives such as Cloud, Big Data and Analytics and Engineered Systems--will help answer how do we get from here to there. During Oracle OpenWorld, Thought Leaders from Oracle Consulting will share insights, best-in-class methodologies, and critical lessons learned from helping customers transform their business with new solutions built on Oracle technology. Do you need to hear first-hand how customers are successfully moving to the Cloud (HCM,ERP and CX) in weeks with a proven, practical approach that creates value, drives down cost, and reduces risk? Are you trying to maximize what you’re getting from your current analytic solution? Would you like to enhance your customer experience as well as improve the productivity of employees with mobility? Is a private cloud initiative is on your short-list? If so, you won’t want to miss new conference sessions dedicated to these leading transformational themes. Learn More.

New Oracle OpenWorld Sessions Nearly every industry is undergoing some type of transformation. Businesses strive to innovate, gain market share, and stay ahead of the competition.Six new Oracle...

OOW - Focus On Support and Services for Business Analytics

Focus On Support and Services for Business Analytics Tuesday, Sep 30, 2014Conference Sessions Fast-Track Big Data Implementation with the Oracle Big Data PlatformSuraj Krishnan, Director, Applications & Middleware, OracleJegannath Sundarapandian, Technical Lead, Oracle10:45 AM - 11:30 AMIntercontinental - Union SquareCON7183Wednesday, Oct 01, 2014Conference Sessions Modernize Your Analytics SolutionsRob Reynolds, Senior Director, OracleHermann Tse, OracleGary Young, Senior Director, Big Data / Analytics, Oracle10:15 AM - 11:00 AMMoscone West - 3016CON5238 Oracle Analytics and Big Data: Unleash the ValueLisa Dearnley-Davison, EMEA Consulting Director for Big Data, OracleGary Young, Senior Director, Big Data / Analytics, Oracle2:00 PM - 2:45 PMIntercontinental - Telegraph HillCON3811Thursday, Oct 02, 2014Conference Sessions Extreme Analytics with Oracle ExalyticsPhil Scott, Senior Principal Instructor, Oracle9:30 AM - 10:15 AMMoscone West - 3016CON8594 Best Practices for Supporting Oracle Hyperion EPM and Business Intelligence SolutionsDave Valociek, Senior Director, Customer Support, Technology - EPM/BI, OracleMitra Veluri, Senior Principal Technical Support Engineer, Oracle12:00 PM - 12:45 PMMoscone West - 3008CON8309 My Oracle Support Monday MixMonday, Sep 29 Join us for a fun and relaxing happy hour at the annual My Oracle Support Monday Mix. This year’s gathering is Monday, September 29 from 6:00 to 8:00 p.m. at the ThirstyBear Brewing Company – just a 3 minute walk from Moscone Center. Admission is free for Premier Support customers with your Oracle OpenWorld badge. Visit our web site for more details: http://www.oracle.com/goto/mondaymix 6:00 PM - 8:00 PM ThirstyBear Brewing Company Oracle Support Stars Bar & Mini Briefing CenterMonday, Sep 29 Ask the stars of Oracle Support your toughest questions, learn about proactive support tools and advanced support offerings, and win a prize at one of our 10-minute mini-briefings where you are sure to leave with valuable tips and best practices based on our experience supporting Oracle customers around the globe. 9:45 AM - 6:00 PM Moscone West Exhibition Hall, 3461 and 3908 Tuesday, Sep 30 Ask the stars of Oracle Support your toughest questions, learn about proactive support tools and advanced support offerings, and win a prize at one of our 10-minute mini-briefings where you are sure to leave with valuable tips and best practices based on our experience supporting Oracle customers around the globe. 9:45 AM - 6:00 PM Moscone West Exhibition Hall, 3461 and 3908 Wednesday, Oct 01 Ask the stars of Oracle Support your toughest questions, learn about proactive support tools and advanced support offerings, and win a prize at one of our 10-minute mini-briefings where you are sure to leave with valuable tips and best practices based on our experience supporting Oracle customers around the globe. 9:45 AM - 3:45 PM Moscone West Exhibition Hall, 3461 and 3908 To secure a seat in a session, please use Schedule Builder to add to your Schedule.

Focus On Support and Services for Business Analytics   Tuesday, Sep 30, 2014 Conference Sessions Fast-Track Big Data Implementation with the Oracle Big Data PlatformSuraj Krishnan, Director, Applications...

General Support Topics

Meet Brian Peasland - MOS Community Customer Guru

In appreciation for his work in answering questions posted by other Community members, Brian Peasland received a free Oracle OpenWorld Pass from My Oracle Support Community.  Brian is an active member of the Oracle Database communities and has achieved the Guru Level of recognition through his participation.Brian works as the lead DBA for NAU Country Insurance in Fargo, ND and has been involved with database administration for over 13 years.  The products he uses most are Oracle DB, enterprise edition with partitioning on Oracle rack and data guard.  He also often uses Oracle SQL developer and Enterprise Manager.Brian participates in the Community three or four times a day, reviewing areas that are of interest to him from the previous day.  The Community gives him an opportunity to interact and work directly with Oracle employees, and he has developed relationships with engineers on Oracle Enterprise Manager.  “I like that the Community is only for Oracle customers, which helps the community stay at a professional level”.  Brian also says that by answering other people’s questions, he finds that his own knowledge increases because it helps him to better understand and apply the information himself.He encourages other DBAs to get involved early in using the Community and at some point try answering others posts.  All the top DBAs he knows participate in a community in some form or another.  This probably is not a coincidence.  Meet Brian and other Community members at the My Oracle Support Community Meet Up event. Register now to get your free invitation and all the details. We look forward to meeting you!

In appreciation for his work in answering questions posted by other Community members, Brian Peasland received a free Oracle OpenWorld Pass from My Oracle Support Community. Brian is an active member...

General Support Topics

THAT Support blogger at OpenWorld

Many people have asked if I'll be at this year's OpenWorld and the answer is YES!  After a few year hiatus, I'm back at the big shOOW and looking forward to meeting many of you in person.  Thanks for following my blog and Twitter posts.I'll be speaking under one of the many Oracle Services and Support sessions.  I'm delivering a session on Monday at 3:15pm on Best Practices for Supporting and Maintaing Oracle Database.  Even though this session is listed under the Database track, I want to invite any user of any of our products to attend.  This session is applicable to EVERYONE that uses Oracle Products and Oracle Support.   This hands-on power session showcases eight habits of highly successful Oracle Support customers. The session includes recommendations that help you get the most out of Oracle Database by taking full advantage of the Oracle tools and resources available through Oracle Support.There are many don't miss sesssions - Don't miss this one!  Pre-registration numbers are high already. Get yourself a seat.In addition, I'll be hanging around the Oracle Support STARS bar (Moscone West, Lobby Level 2) with a host of other Oracle Support Experts. Find Answers: Ask the stars of Oracle Support your toughest questionsGet Proactive: Discover powerful new proactive support toolsLevel Up: Maximize system availability with advanced servicesWin Prizes: Attend a 10-minute mini-briefing for your chance to win   I'll definitely be there Tuesday at 4:50pm to give a mini briefing on 8 Habits of Highly Successful Support UsersFinally, there is a MOS Community Meetup Event, Monday night 6:30-9:30.  Join us for appetizers, beverages and some networking. Register here. You can follow all the 'haps' on my Twitter feed.  I look forward to meeting you.-Chris WartickiGlobal Customer Management

Many people have asked if I'll be at this year's OpenWorld and the answer is YES!  After a few year hiatus, I'm back at the big shOOW and looking forward to meeting many of you in person.  Thanks for...

General Support Topics

Oracle Support Advisor Webcasts for September

Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. These seminars, available in multiple languages and in different time zones, help ensure you optimize the value from Oracle Support.Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live Support Advisor webcasts schedule. WebcastProduct LineLanguageUS EasternCentral EuropeSingaporeRegisterCustomer User AdministrationAllEnglishSep 12, 01:30 p.m.Sep 12, 07:30 p.m.Sep 13, 01:30 a.m.Register   Sep 18, 10:00 a.m.Sep 18, 04:00 p.m.Sep 18, 10:00 p.m.Register   Sep 19, 01:30 p.m.Sep 19, 07:30 p.m.Sep 20, 01:30 a.m.Register   Oct 03, 01:30 p.m.Oct 03, 07:30 p.m.Oct 04, 01:30 a.m.Register  FrenchSep 04, 09:30 a.m.Sep 04, 03:30 p.m.Sep 04, 09:30 p.m.Register  PortugueseSep 17, 09:30 a.m.Sep 17, 03:30 p.m.Sep 17, 09:30 p.m.RegisterDatabase Upgrade EssentialsTechnologyEnglishSep 18, 08:00 p.m.Sep 19, 02:00 a.m.Sep 19, 08:00 a.m.Register   Sep 19, 10:00 a.m.Sep 19, 04:00 p.m.Sep 19, 10:00 p.m.Register   Sep 19, 12:00 p.m.Sep 19, 06:00 p.m.Sep 20, 12:00 a.m.RegisterE-Business Suite Maintenance WizardApplicationsEnglishSep 18, 04:00 a.m.Sep 18, 10:00 a.m.Sep 18, 04:00 p.m.Register   Sep 18, 12:00 p.m.Sep 18, 06:00 p.m.Sep 19, 12:00 a.m.Register   Sep 18, 09:00 p.m.Sep 19, 03:00 a.m.Sep 19, 09:00 a.m.RegisterE-Business Suite Support DiagnosticsApplicationsEnglishSep 17, 04:00 a.m.Sep 17, 10:00 a.m.Sep 17, 04:00 p.m.Register   Sep 17, 12:00 p.m.Sep 17, 06:00 p.m.Sep 18, 12:00 a.m.Register   Sep 17, 09:00 p.m.Sep 18, 03:00 a.m.Sep 18, 09:00 a.m.RegisterFinding Answers in My Oracle SupportAllEnglishSep 11, 09:30 a.m.Sep 11, 03:30 p.m.Sep 11, 09:30 p.m.Register   Sep 11, 01:30 p.m.Sep 11, 07:30 p.m.Sep 12, 01:30 a.m.Register  FrenchSep 05, 10:30 a.m.Sep 05, 04:30 p.m.Sep 05, 10:30 p.m.Register  PortugueseSep 18, 09:30 a.m.Sep 18, 03:30 p.m.Sep 18, 09:30 p.m.Register  SpanishSep 12, 11:30 a.m.Sep 12, 05:30 p.m.Sep 12, 11:30 p.m.RegisterHardware Support Best PracticesSystemsEnglishSep 25, 09:30 a.m.Sep 25, 03:30 p.m.Sep 25, 09:30 p.m.Register   Sep 25, 01:30 p.m.Sep 25, 07:30 p.m.Sep 26, 01:30 a.m.RegisterIntroduction to Premier SupportAllEnglishSep 10, 01:30 p.m.Sep 10, 07:30 p.m.Sep 11, 01:30 a.m.Register   Sep 10, 09:30 p.m.Sep 11, 03:30 a.m.Sep 11, 09:30 a.m.Register  FrenchSep 10, 09:30 a.m.Sep 10, 03:30 p.m.Sep 10, 09:30 p.m.Register  PortugueseSep 10, 09:30 a.m.Sep 10, 03:30 p.m.Sep 10, 09:30 p.m.Register  SpanishSep 10, 11:30 a.m.Sep 10, 05:30 p.m.Sep 10, 11:30 p.m.RegisterMy Oracle Support BasicsAllEnglishSep 09, 01:30 p.m.Sep 09, 07:30 p.m.Sep 10, 01:30 a.m.Register   Sep 10, 11:30 a.m.Sep 10, 05:30 p.m.Sep 10, 11:30 p.m.Register   Sep 11, 09:30 p.m.Sep 12, 03:30 a.m.Sep 12, 09:30 a.m.Register  FrenchSep 09, 10:30 a.m.Sep 09, 04:30 p.m.Sep 09, 10:30 p.m.Register   Oct 07, 10:30 a.m.Oct 07, 04:30 p.m.Oct 07, 10:30 p.m.Register  PortugueseSep 11, 09:30 a.m.Sep 11, 03:30 p.m.Sep 11, 09:30 p.m.Register  SpanishSep 11, 11:30 a.m.Sep 11, 05:30 p.m.Sep 11, 11:30 p.m.RegisterOracle Cloud SupportAllEnglishSep 11, 09:30 p.m.Sep 12, 03:30 a.m.Sep 12, 09:30 a.m.Register   Sep 12, 11:00 a.m.Sep 12, 05:00 p.m.Sep 12, 11:00 p.m.Register   Sep 19, 09:00 a.m.Sep 19, 03:00 p.m.Sep 19, 09:00 p.m.Register   Sep 26, 05:00 a.m.Sep 26, 11:00 a.m.Sep 26, 05:00 p.m.Register   Oct 03, 11:00 a.m.Oct 03, 05:00 p.m.Oct 03, 11:00 p.m.RegisterOracle Configuration Manager BasicsAllPortugueseSep 25, 09:30 a.m.Sep 25, 03:30 p.m.Sep 25, 09:30 p.m.RegisterService Request Flow and Best PracticesAllEnglishSep 12, 05:30 a.m.Sep 12, 11:30 a.m.Sep 12, 05:30 p.m.Register   Sep 12, 01:30 p.m.Sep 12, 07:30 p.m.Sep 13, 01:30 a.m.Register   Sep 27, 01:30 p.m.Sep 27, 07:30 p.m.Sep 28, 01:30 a.m.Register  FrenchSep 12, 10:30 a.m.Sep 12, 04:30 p.m.Sep 12, 10:30 p.m.Register  PortugueseSep 12, 09:30 a.m.Sep 12, 03:30 p.m.Sep 12, 09:30 p.m.Register  SpanishSep 16, 11:30 a.m.Sep 16, 05:30 p.m.Sep 16, 11:30 p.m.RegisterYou may visit My Oracle Support for schedules of other live seminars. To see current local times around the world, visit world clock.RECORDED TRAININGS Oracle provides the following recommended trainings which can be viewed on demand using your Single Sign-On account. Please refer to Note 603505.1 for a complete list of available topics and recordings. TopicTarget AudienceLanguagePlayPremier Support EntitlementAll CustomersEnglishPlayLifetime Support PolicyAll CustomersEnglishPlayMobile My Oracle SupportAll CustomersEnglishPlayMy Oracle Support OverviewAll CustomersEnglishPlayUser Account Registration ProcessAll CustomersEnglishPlayMy Oracle Support CustomizationAll CustomersEnglishPlayPowerViewsAll CustomersEnglishPlayService Request Create & UpdateAll CustomersEnglishPlayService Request Management Best PracticesAll CustomersEnglishPlayKnowledge Searching and BrowsingAll CustomersEnglishPlayCustomer User AdministrationAll CustomersEnglishPlayMy Oracle Support CommunityAll CustomersEnglishPlayMy Oracle Support Configuration ManagerAll CustomersEnglishPlayWhy Use The Configuration Manager In My Oracle SupportAll CustomersEnglishPlayPatchingAll CustomersEnglishPlayPatch Recommendations and Patch PlansAll CustomersEnglishPlay11g Upgrade Best PracticesOracle DatabaseEnglishPlayEBS Patch Wizard Utility TrainingE-Business SuiteEnglishPlayR12 Close Process & ReconciliationE-Business SuiteEnglishPlayR12 Financials UpgradeE-Business SuiteEnglishPlayR12 PayablesE-Business SuiteEnglishPlayTales from the Performance QueueJD Enterprise OneEnglishPlayIf you have further questions, please contact us by submitting a question in My Oracle Support’s Support Training Community.

Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. These seminars, available in multiple languages and in...

One Stop Shop for EBS Product Information!

The entourage over at the EBS Proactive Support team has put together a great collections of PICs (Product Information Centers).  Allow Support to take the heavy lifting from datamining our knowledge base and use the PICs as a starting point. Check out some of the EBS Product Information Centers… Application Technology Group (ATG) Product Information Center (PIC) (Doc ID 1160285.1) Oracle BI Publisher (BIP) Product Information Center (PIC) (Doc ID 1338762.1) Concurrent Process – Product Information Center (PIC) (Doc ID 1304305.1) E-Business Suite: Oracle Workflow (WF) Product Information Center (PIC) (Doc ID 1320509.1) Information Center: E-Business Suite Utilities (Cloning, Autoconfig, Patching) (Doc ID 1375925.2) Oracle E-Business Suite iSetup Product Information Center (PIC) (Doc ID 1551167.2) Information Center: Application Management Pack for Oracle E-Business Suite (AMP) (Doc ID 1542043.2) E-Business Suite – Technology Stack : Navigation (landing) Page (Doc ID 1480550.1) ·         Overview: EBS Technology Stack Secure Socket Layer (SSL) (Doc ID 1478637.2) ·         Overview: EBS Technology Stack OID and SSO and OAM (Doc ID 1461465.2) ·         Overview: EBS Technology Stack Webcenter Portal (Doc ID 1462203.2) ·         Overview: EBS Technology Stack Oracle Virtual Machine Templates (Doc ID 1462696.2) ·         Overview: EBS Technology Stack Discoverer (Doc ID 1466177.2) ·         Overview: EBS Technology Stack iAS Webserver (Doc ID 1463141.2) ·         Overview: EBS Technology Stack Java (Doc ID 1462263.2) ·         Overview: EBS Technology Stack Framework (Doc ID 1478639.2) ·         Overview: EBS Technology Stack Forms (Doc ID 1411953.2) ·         Overview: EBS Technology Stack Reports (Doc ID 1478635.2) ·         Overview: EBS Technology Stack Database and RAC (Doc ID 1463217.2)

The entourage over at the EBS Proactive Support team has put together a great collections of PICs (Product Information Centers).  Allow Support to take the heavy lifting from datamining our knowledge...

Fusion Applications Social Relationship Management (SRM) Community is Live!!

A new community centered on Social Relationship Management is available in My Oracle Support Communities (MOSC)The goal of this community is to connect technical and functional users of Oracle SRM products in a collaborative forum. We have provided useful and informative content to help guide new and experienced users in the implementation and use of the SRM products.Our SRM Video Training Library features a number of short videos designed to bring the user up to speed on the most popular features in SRM. We also feature a  Frequently Asked Questions section by categories, intended to provide additional guidance. Be sure to visit the  Product Specific section, which includes links to SRM Product documentation including what's new with SRM, How-To documents and overviews of every aspect of SRM, and more.Finally, we encourage you to post your questions and/or start discussions by posting a thread in our SRM Discussions section. Our knowledgeable and helpful community moderators will respond promptly to your questions and find the best resources to provide needed information. We also encourage you to look at the existing discussion threads as these may provide ready answers for your questions even before you ask.We hope you find the information posted in the Fusion Applications SRM community to be valuable, and we look forward to your membership and active participation!

A new community centered on Social Relationship Management is available in My Oracle Support Communities (MOSC) The goal of this community is to connect technical and functional users of Oracle SRM...

General Support Topics

Get Proactive Essentials - Oracle Cloud Support

Get the Essentials in Just 30 MinutesJoin us for a live webcast on Oracle Cloud Support and learn from an Oracle Support expert on how to maximize your benefit from Oracle Cloud Support. You’ll learn how to get the answers and solutions you need.Discover Oracle Cloud Support through: An Introduction to the Oracle Cloud Portal.Best practices for working effectively with Oracle Cloud SupportInstructions for creating service requests for faster turnaroundGet Proactive Essentials Webcasts provide Q&A time for Oracle Cloud Support related questionsQuick reference guideAnswers in My Oracle Support Community’s support moderated discussionRegister now for the Get Proactive Essentials: Oracle Cloud Support webcast DateProductsLanguageDelivery TimeChoose SessionThursday, 13 JuneAllEnglishUS EDT 11:00 a.m.US PDT 8:00 a.m.London 4:00 p.m.Paris 5:00 p.m.Register NowThursday, 20 JuneAllEnglishUS EDT 9:00 a.m.US PDT 6:00 a.m.London 2:00 p.m.Paris 3:00 p.m.Register NowThursday, 27 JuneAllEnglishUS EDT 5:00 a.m.US PDT 2:00 a.m.London 10:00 a.m.Paris 11:00 a.m.Register NowUse the world clock website to convert times to your local time zone Additional Get Proactive ResourcesGet Proactive Essentials Webcasts Series offers sessions on other proactive support topics Speed Training videos provide training on Oracle Support topics in 10 minutes or less My Oracle Support Community join your peers and Oracle Experts Questions?Contact the “Get Proactive” Team

Get the Essentials in Just 30 MinutesJoin us for a live webcast on Oracle Cloud Support and learn from an Oracle Support expert on how to maximize your benefit from Oracle Cloud Support. You’ll learn...

General Support Topics

Some MOS Updates and Changes

Here are a few updates that you should be aware of in case you haven't read your news within your MOS Dashboard.New to My Oracle Support - See Service Request Updates in EmailSupport implemented one of the most customer requested features, giving users the ability to receive Service Request (SR) update details within the body of the update notification email. Previously when you received a Service Request update email notification, you were required to log into My Oracle Support to view the update details entered by the support en gineer. Visit Article ID 1543136.1 to learn how to activate this new feature.Changes to IP Address for transport.oracle.com may affect ASR Manager, Secure File Transport (SFT), Common Array Manager (CAM), Solaris 11, and VOPIf you have installed ASR Manager, Secure File Transport (SFT), Common Array Manager (CAM), Solaris 11, or VOP software, you may need to make a change in your network configuration to accommodate the IP address change for transport.oracle.com that was implemented on May 10, 2013. Please review Document ID 1338575.1 for details.MOS Release 6.5 Feature - Chat NOT availableThis feature within the release notes is NOT available at this time.  The chat feature enables Oracle Support engineers to contact you through chat about open service requests (SRs). Your chat status is shown in the top right of the My Oracle Support page header. You can change your status to Available or Not Available. If your status is Available, you are visible to Oracle Support engineers.It will be available in a future release. Sorry to tease you.YOU are my customer!  Have a wonderful week.-Chris WartickiGlobal Customer Management, Support Specialist & Edu-Train-er

Here are a few updates that you should be aware of in case you haven't read your news within your MOS Dashboard. New to My Oracle Support - See Service Request Updates in EmailSupport implemented one...

General Support Topics

ECEMEA Drop In and Learn - Your invitation from Oracle Support

Here’s an easy way to make sure you’re making the most of the support available under your Oracle service contract: our regular Drop In And Learn events.Drop In And Learn sessions are short, informal, and free of charge. They allow you to talk to Oracle Support staff face to face, find out more about the support available and get answers to the questions that matter to you. Topics discussed so far have included My Oracle Support, making Auto Service Requests and using Proactive Support more effectively.The sessions will be happening every month in your local Oracle offices and last no more than couple of hours. CountryDateTimeLocationAttendance *AustriaTues 4th June16:00Oracle Office, ViennaI plan to attendCroatiaWed 5th June14:00Oracle Office, ZagrebI plan to attendCzech Republic  Wed 5th June16:00Oracle Office, PragueI plan to attendWed 3rd July16:00Oracle Office, PragueI plan to attendEgypt Wed 5th June11:00Oracle Office, Cairo Wed 3rd July11:00Oracle Office, Cairo Estonia  June - TBD Oracle Office, Tallinn July - TBD Oracle Office, Tallinn Greece  Wed 5th June14:00Oracle Office, Athens Wed 3rd July14:00Oracle Office, Athens Hungary  Wed 5th June09:00Oracle Office, BudapestI plan to attendWed 3rd July09:00Oracle Office, BudapestI plan to attendKazakhstan  Wed 5th June16:00Oracle Office, Almaty Wed 3rd July16:00Oracle Office, Almaty Kenya  Wed 5th June09:00Oracle Office, NairobiI plan to attendWed 3rd July16:00Oracle Office, NairobiI plan to attendLatvia  Mon 20th May16:00Oracle Office, Riga June - TBD Oracle Office, Riga July - TBD Oracle Office, Riga Lithuania June - TBD Oracle Office, Vilnius July - TBD Oracle Office, Vilnius Nigeria  Wed 5th June11:00Oracle Office, LagosI plan to attendWed 3rd July16:00Oracle Office, LagosI plan to attendPoland  Wed 5th June09:00Oracle Office, WarsawI plan to attendWed 3rd July09:00Oracle Office, WarsawI plan to attendRomania  Wed 5th June15:00Oracle Office, Bucharest Wed 3rd July15:00Oracle Office, Bucharest Russia Wed 5th June15:00Oracle Office, Moscow Wed 10th July15:00Oracle Office, Moscow Saudi Arabia  Mon 3rd June15:00Oracle Office, Riyadh Mon 1st July15:00Oracle Office, Riyadh Slovenia Wed 5th June14:00Oracle Office, LjubljianaI plan to attendSlovakia Wed 19th June16:00Oracle Office, Bratislava South Africa Wed 5th June15:00Oracle Office, Johannesburg Wed 3rd July15:00Oracle Office, Johannesburg Turkey  Wed 5th June 15:00Oracle Office, Istanbul Wed 3rd July 15:00Oracle Office, Ankara UAE Wed 3rd July10:00Oracle Office, DubaiI plan to attendUkraine June - TBD Oracle Office, Kiev July - TBD Oracle Office, KievWe look forward to seeing you there.Your local Oracle Support team.Set the agendaLet us know what aspects of Oracle Support you want to learn about − and we’ll put them on our agenda. Email us with your topic suggestions

Here’s an easy way to make sure you’re making the most of the support available under your Oracle service contract: our regular Drop In And Learn events.Drop In And Learn sessions are short,...

General Support Topics

That Brazilian Sensation - Customer Spotlight

I met with a couple of our fantastic customers in Sao Pauloa couple of weeks ago. I wanted to highlight them in the following blogarticle. The first is Telefonica|Vivo. Telefonica SA is a Spain-based company activein the telecommunications and digital services sectors. The Company operatesthrough three business segments: Telefonica Latin America, Tefonica Europa, andOthers. It provides public and private telecommunication, media andentertainment services; under such brands as Telefonica, Movistar, O2 and Vivo,among others. Telefonica is a loyal Oracle customer with many Oracleproducts in use. A group of us from Oracle met with Daniel and Jorge fromTelefonica and provided us with a tour of their data center. Pictured below is the group from Oracle andTelefonica (from left to right: Selma Snaider and Erivaldo Sousa (Oracle), Jorge and Daniel Soares de Barros (Telefonica), and Lauren Diehl (Oracle). (used with permission) It was an amazing experience to be provided a tour of theirdata center. Below is a photo of theiroperations center along with the build-out of an additional 23,000 sq meterwing for increased capacity. (used with permission) Many thanks to Daniel and Jorge for the tour. It was fantastic. My second customer introduction was with Odebrecht. The company consists of diversifiedbusinesses catering to engineering and construction, investments ininfrastructure and energy, industry, and supporting institutions sectorsthrough its subsidiaries. The company holds expertise in the areas of energy,industrial engineering, infrastructure, oil and gas, real estate developments,environmental engineering, transportation and logistics, defense andtechnology, chemical and petrochemical, ethanol and sugar production, andinvestments and holdings, among others. Odebrecht operates along with itssubsidiaries in several countries across the Americas, Europe, Middle East andAsia. Odebrecht is headquartered in Salvador, Brazil. Odebrecht is another loyal Oracle customer with a very largeOracle product footprint. Our Oracle team met with Alexsandre Bisetto during lunchand sat down in order to talk about current account team successes and relatedsupport opportunities. Thank you Alexsandre for spending time with us. I thoroughly enjoy getting to meet our customers no matterwhere I travel. Most of all, l likehearing about how our customers are using Oracle products to run theirbusinesses. It makes me proud to workfor a global company helping other global companies like those mentioned,succeed. Finally, I met with an amazing Oracle team of SupportAccount Managers and staff (below) at our Sao Paulo office and facilitated asuccessful workshop. I look forward tomy next visit.

I met with a couple of our fantastic customers in Sao Paulo a couple of weeks ago. I wanted to highlight them in the following blog article. The first is Telefonica|Vivo. Telefonica SA is a...

EBS Diagnostics Overview & Troubleshooting WebCast

E-Business Suite Applications Technology Group (ATG)Advisor Webcast Program – April 2013EBS Diagnostics Overview & TroubleshootingIn this session 2 Support Engineers will give you an overview of the Diagnostics available in the E-Business Suite and they will give you some diagnostic and troubleshooting advises out of their experience dealing with SRs around the Diagnostics.Agenda :·         What are EBS Diagnostics ?·         Useful EBS Technology Diagnostics (Top 5 ?)·         Diagnostics Demonstration·         How to verify EBS Diagnostics ?·         Troubleshooting Diagnostics·         RDA - How to automatically check OS prerequisites for EBS? ·         Q&AWe are driving 2 sessions at the same day now, to give our attendees globally the chance to join the session, which fits best for their timezone.Date : Tuesday, 23rd April 2013EMEA Session : o   at 09:00 AM UK / 10:00 AM CET / 13:30 India / 17:00 Japan / 18:00 Australiao   Details & Registration : Note 1536693.1o   Direct link to register in WebExUS Session : o   at 18:00 UK / 19:00 CET / 10:00 AM Pacific / 11:00 AM Mountain/ 01:00 PM Eastern o   Details & Registration : Note 1536704.1o   Direct link to register in WebExIf you have any question about the schedules or if you have a suggestion for an Advisor Webcast to be planned in future, please send an E-Mail to Ruediger Ziegler.

E-Business Suite Applications Technology Group (ATG) Advisor Webcast Program – April 2013 EBS Diagnostics Overview & Troubleshooting In this session 2 Support Engineers will give you an overview of the...

Do-NOT-Read-Me Notes: MOS 6.5 Update

Who reads the read-me's anyway? Right?  Therefore, here's some very important and useful information.  Enhancements & Known Issues for My Oracle Support release 6.5Chat Feature My Oracle Support now provides a chat feature that enables Oracle Support engineers to contact you through chat about open service requests (SRs). Your chat status is shown in the top right of the My Oracle Support page header. You can change your status to Available or Not Available. If your status is Available, you are visible to Oracle Support engineers.Service Request Details by Email You will receive an email notification when an update is made to an SR for which you are listed as a primary or alternate contact. By default, the notification contains a link to the SR sign in My Oracle Support page where you can view the SR details. You can choose to receive the details of the SR update in email (and not just the link to the SR log). When you choose to receive SR details within the notification email, this preferences applies to all of the Support Identifiers (SIs) in your profile. Currently, this feature is available for SRs created in English only. SRs created in other languages may not receive updates in email. Your Customer User Administrator (CUA) must enable an SI for this email feature to allow you to receive the SR details within the notification email.DO NOT read the following document if you don't want to use this feature!Oracle Support Document 1543136.1 (Service Request Email Update Notification Enhancement ) can be found at: https://support.oracle.com/epmos/faces/DocumentDisplay?id=1543136.1Search for Sun Patches When searching for Sun patches in the 6-2 format, you can use an asterisk (*), the percent sign ( %), or nothing after the - as wildcards in the form XXXXXX-* , XXXXXX-%, or XXXXXX-, for example: 112233-*, 112233-%., or 112233-.SettingsIf you are the administrator of an SI, you can:Change the name of the SI Add a user from one SI to another SI

Who reads the read-me's anyway? Right?  Therefore, here's some very important and useful information.  Enhancements & Known Issues for My Oracle Support release 6.5 Chat Feature My Oracle Support now...

General Support Topics

"Hungarian Rhapsody" | Support-Customer Event

Last week, Budapest, Hungary played host to a remarkable customer event, to which I was invited to speak on a host of topics including Support Best Practices, Proactive Support, Platinum Services and more. The Hotel Novotel Budapest Centrum was a fabulous location and served the needs of over 80 customers and employees in attendance. The event agenda included a welcome by Irek Hytros, Oracle Sr. Director of Customer Management. Afterwards, Country Support Leader and Customer Service Manager, Izabella Gruhala delivered an interview (pictured right) with one of Hungary's first Platinum Services Customers, Tamas Benyi from ORFK (Hungarian Police Department). Tamas provided the audience with the deliverables, benefits and successes of being a Platinum Services Customer.Thank You Tamas! Additionally, there were sessions from Laszlo Kiraly (right) from Oracle Consulting Services and Istvan Gere (left) from Oracle University. Both provided fantastic information from both lines of business and really communicated the benefits provided by Oracle. Sessions were conducted by myself on the Value of Oracle Support, a walk-through of My Oracle Support Best Practices, Proactive Support, Platinum Services and the Exadata Support model. Thanks for all the wonderful questions and audience participation.  You helped to make this foreigner feel most welcome. Overall it was a fantastic event attended by many, that without their participation would not have made it such a tremendous success.  I had a privilege of speaking to several of our customers one-on-one.  I met with Tamas Izsak from Oracle Partner AppWorks and representing the Hungarian Oracle Users Group, and also Laszlo Zoo, Oracle DBA/Developer from Invitel.  Thank you all for your loyalty and business.  We appreciate our customers.

Last week, Budapest, Hungary played host to a remarkable customer event, to which I was invited to speak on a host of topics including Support Best Practices, Proactive Support, Platinum Services and...

EBusiness Maintenace Wizard

Seriously folks, you'd be amazed by the power and functionality of this tool.  If you're an EBus customer, you must use the Maintenance Wizard.  I know customers that have logged 2000+ SRs doing EBus upgrades the hard way and others that have use the Maintenance Wizard and have performed production upgrades on 7 global instances with only a handful of SRs.  You decide which is better. Oh, btw......it's part of your Premier Support investment. No additional cost necessary. -Chris WartickiThe Maintenance Wizard is an E-BusinessSuite upgrade tool that can guide you through the code line upgrade processfrom 11.5.10.2 to 12.1.3 with an 11gR2 database. Additionally, it includesmaintenance features for most releases of E-Business Suite applications. The Tool: * Presents step-by-step upgrade and maintenance processes* Enables validation of each step, tracks the completion of the steps, andmaintains a log and status* Is a multi-user tool that enables the System Administrator to give differentusers assignments based on any combination of category, product family or task* Automatically installs many required patches* Provides project management utilities to record the time taken for each task,completion status and project reporting For More Information: * Review Note 215527.1 foradditional information on the Maintenance Wizard* See Note 430732.1 todownload the new Patch Sincerely,Oracle Proactive Support Center

Seriously folks, you'd be amazed by the power and functionality of this tool.  If you're an EBus customer, you must use the Maintenance Wizard.  I know customers that have logged 2000+ SRs doing EBus...

General Support Topics

Customer Spotlight - CSX: Charles Pack

A couple of weeks ago, I had the distinct privilege of facilitating a training session with CSX. CSX is a wonderful customer.  They've been a dedicated Oracle customer for many years. They have quite an extensive Oracle footprint including Server Technologies, Fusion Middleware and E-Business Suite products.  They also utilize Oracle's Solution Support Center offering from Advanced Customer Services, for their Database products.I'm always on the lookout for Oracle gems and I discovered one at CSX. Before my session began, I met with Charles Pack.  In my view, he's an Oracle guru.  Don't take my word for it, just read any of the books he's authored or co-authored and the one soon to be released.  Just looking at his bookshelf, I saw titles going back to Oracle 7 & 8, as well as a Solaris 2.x book.  Remember those?   Anyway, Charles is a technologist and a manager (and wears numerous other hats too).  I had a wonderful time talking with Charles and getting to know him. What do you consider keys to your personal success?  Inability to quit.  When I decide that I will accomplish something, I will, regardless of the nature of the challenge.  Never quitting means a perpetual drive for change and progress and setting examples for others to follow.  The reason I write OCP books is because I can provide a path for people to improve their knowledge of the product, gain a certification, and reach their professional goals.What do you consider the most important part of your job?  Negotiations.  We all have competing goals, incentives and finite resources, but we should all have the same common goal – progress.  So finding the way for all parties to progress is the most important thing we do.What is the most important part of your relationship with Oracle?  Oracle provides solutions – not just products - that are critical to our business success.  So continuous communication regarding education, services, product roadmaps and shared goals is the most important part of our ongoing relationship.Charles is an Oracle loyalist.  His career has been based on using our products and he's passionate about the products he works with.  You can tell, just by talking with him.  I appreciate Charles and other customers like him.  He's an expert in his field and an Oracle evangelist.  He is an asset to CSX and to their success.  He's an advocate for Oracle and an asset to our customers.  You can also friend and follow Charles on Twitter @charlesapackIt was a pleasure meeting you Charles!-Chris WartickiGlobal Customer Management

A couple of weeks ago, I had the distinct privilege of facilitating a training session with CSX. CSX is a wonderful customer.  They've been a dedicated Oracle customer for many years. They have quite...

General Support Topics

Customer Support Spotlight: Clemson University

I've begun a Customer Support Spotlight series that highlights our wonderful customers and Oracle loyalists.  A week ago I visited Clemson University.  As I travel to visit and educate our customers, I provide many useful tips/tricks and support best practices (as found on my blog and twitter). Most of all, I always discover an Oracle gem who deserves recognition for their hard work and advocacy. Meet George Manley.  George is a Storage Engineer who has worked in Clemson's Data Center all through college, partially in the Hardware Architecture group and partially in the Storage group. George and the rest of the Storage Team work with most all of the storage technologies that they have here at Clemson. This includes a wide array of different vendors' disk arrays, with the most of them being Oracle/Sun 2540's.  He also works with SAM/QFS, ACSLS, and our SL8500 Tape Libraries (all three Oracle/Sun products). (pictured L to R, Matt Schoger (Oracle), Mark Flores (Oracle) and George Manley) George was kind enough to take us for a data center tour.  It was amazing.  I rarely get to see the inside of data centers, and this one was massive. Clemson Computing and Information Technology’s physical resources include the main data center located in the Information Technology Center at the Innovation Campus and Technology Park. The core of Clemson’s computing infrastructure, the data center has 21,000 sq ft of raised floor and is powered by a 14MW substation. The ITC power capacity is 4.5MW.  The data center is the home of both enterprise and HPC systems, and is staffed by CCIT staff on a 24 hour basis from a state of the art network operations center within the ITC. A smaller business continuance data center is located on the main campus.  The data center serves a wide variety of purposes including HPC (supercomputing) resources which are shared with other Universities throughout the state, the state's medicaid processing system, and nearly all other needs for Clemson University. Yes, that's no typo (14,256 cores and 37TB of memory!!! Thanks for the tour George and thank you very much for your time.  The tour was fantastic. I enjoyed getting to know your team and I look forward to many successes from Clemson using Oracle products. -Chris WartickiGlobal Customer Management

I've begun a Customer Support Spotlight series that highlights our wonderful customers and Oracle loyalists.  A week ago I visited Clemson University.  As I travel to visit and educate our customers,...

EVENT RECAP: Oracle Day & Product Fair - Ft. Lauderdale

Are you attending any of the Oracle Days and other Events? They are fantastic!  Keep track of the Oracle Events by following @OracleEvents on Twitter.  Also, stay in the know by subscribing to one of the several Oracle Newsletters. Those will also keep you posted of upcoming in-person and webcast events. From the Oracle Events website, simply navigate to your geography and refine your options to locate what interests you. You can also perform keyword searches. Today, I had the opportunity to participate in the Oracle Day & Product Fair in Ft. Lauderdale, Florida  Thanks to those who stopped by to ask your support questions and watched me demo My Oracle Support features and best practices. (Bob Stanoch, Sales Consulting Manager giving the 2nd keynote address on Exadata below) It was a pleasant surprise to run into my former Oracle colleague Josh Tieso.  Josh (pictured right) is Sr. Oracle DBA at United Healthcare. He used to work for Oracle Support years ago but for the last 6 years at UHC. Josh is a member of the ERP DBAteam, working with Exalogic, Oracle ERP R12, & RAC. Along the exhibit/vendor row, I met with Marco Gangano, National Sales Manager at Mythics. It was great getting to meet Marco and I look forward to working with his company with regards to Support Best Practices. In addition, Lissette Paez (left) was representing TAM Training.  TAM Training is an Oracle University, award-winning training partner.  They cover training across the scope of Oracle products with 7 facilities in the U.S.  Lissette and I have done a couple of these Oracle Days before.  It's great to see familiar faces.  A little while ago, I was down in this area to work with Citrix with an onsite session on Support Best Practices.  Pablo Leon and Alberto Gonzalez (right)came to chat with me over at the Support booth.  They wanted to know when I was giving my session.  Unfortunately, not this time guys. I'm on booth duty only. Keep in touch. Many thanks to our sponsors: BIAS, Cloudera, Intel and TekStream Solutions.Come attend one of the many Oracle Days & other events planned for you. -Chris WartickiGlobal Customer Management

Are you attending any of the Oracle Days and other Events? They are fantastic!  Keep track of the Oracle Events by following @OracleEvents on Twitter.  Also, stay in the know by subscribing to one of...

General Support Topics

EVENT RECAP: Oracle Health Sciences Conference

Monaco served as an intense location for this year's Oracle Health Sciences User Group conference.  It was a "Grand Prix" event with nearly 200 attendees from all over the world.  In a country famous for high performance race cars, luxury super yachts and lifestyles of the rich & famous, the conference was very Ellison-esque. I think the Superyachts were being paired with Exadata. ;) The OSHUG staff were fantastic . Robin and Taylor (pictured left) from Drohan Management took care of all the details and were wonderful to get to know. I met with some real Oracle loyalists.  Stan Sachar,  I.T. Manager for Westat, and the Focus Group co-chair for Admin Configuration Mgmt (ACM).  Westat was an early adopter of Oracle Clinical for clinical trial projects with installations in 1997-98.  I had a chance to talk with Stan during the reception and he is an Oracle advocate and evangelist. He's invested in his career in using Oracle products. (Stan Sachar pictured right with Dick Wolnick from Oracle, on left) I also met with Mirco Becker from Grunenthal Gmbh.  He's been working with the Argus product for over 6 years.  He's a big user of Oracle Support. Mirco attended my support best practices session and was actively engaged and asked several questions.  He's excited to adopt those best practices and work more efficiently and effectively with Support. Finally, I thank the many who attended my session.  I admit, the beautiful weather and view of the ocean was a distraction, but nonetheless my mission was to provide you with all the necessary support resources for Health Sciences users. You will find a copy of my presentation on the OSHUG website. Bon Voyage Monaco.  Thanks for the memories.  I'll see everyone next year, in Miami. -Chris WartickiGlobal Customer Management

Monaco served as an intense location for this year's Oracle Health Sciences User Group conference.  It was a "Grand Prix" event with nearly 200 attendees from all over the world.  In a country famous...

"From Russia with Love" - My Oracle Russian Experience

Two weeks ago, I traveled to Moscow, Russia. I had the pleasure of meeting with many of our Oracle Partners and Customers in the region.  I also worked with our Oracle Russia team throughout the week building many new friendships.The showcase for the week was an Oracle Support Strategy event for our Oracle Partners and Customers.  It was held at the Kateria-City Hotel, Moscow.  The Oracle Marketing team did an amazing job registering 100+ for the event, and nearly 100 were in attendance.          During the event, I spoke about many different topics. Part was a hands-on workshop to personalize your MOS Dashboard and configure Hot-Topics Email alerts.  Customers learned how to subscribe to newsletters and other Oracle information.  It covered a mulitude of Support Best Practices.  Additionally, I presented Platinum Services to the audience and my colleague Kristophe Hermans, from Oracle Belgium spoke on Proactive Support.In addition, I had the distinct privilege to meet one-on-one with our customers representing OJSC VimpelCom, MTC-Rus and Sberbank.  Pictured with me is Valery Yourinsky, Director of Technology Consulting Dept, FORS Distribution (Oracle Platinum Partner)Finally, I spent 2.5 days with my Oracle colleagues from Oracle Russia. They are super, hard-working, dedicated, customer-service professionals. All of them! I owe them all a debt of gratitude. Next time, we meet in Florida - ok?I am very appreciative to all our Oracle partners, customers and colleagues.  Thanks for hosting me and showing me a wonderful time in your country.  I look forward to my return.Sincerely,Chris WartickiGlobal Customer Management

Two weeks ago, I traveled to Moscow, Russia. I had the pleasure of meeting with many of our Oracle Partners and Customers in the region.  I also worked with our Oracle Russia team throughout the week...

Oracle E-Bus 11i and R12 CPU Knowledge Document (July 2012)

Keep your system secure. Keep your system healthy. This Critical Patch Update (CPU) knowledge document applies to Oracle E-Business Suite Releases 11i and 12. The tables in this document list patches that address security vulnerabilities in Oracle E-Business Suite and also point to My Oracle Support Knowledge documents for information on Oracle Database and Oracle Fusion Middleware patches related to Oracle E-Business Suite.The Critical Patch Update Advisory is the starting point for relevant information. It includes a list of products affected, pointers to obtain the patches, a summary of the security vulnerabilities, and links to other important documents.The next four Critical Patch Update release dates are:§ October 16, 2012§ January 15, 2013§ April 16, 2013§ July 16, 2013Customers on any of the following Oracle E-Business Suite code levels are supported for July 2012 Critical Patch Update (CPUJul2012), and can apply the patches listed in this document:Release 12.1 - 12.1.1 and higher with ATG 12.1.3 (R12.ATG_PF.B.Delta.3) Release 12.0 - 12.0.4 and higher with ATG 12.0.6 (R12.ATG_PF.A.Delta.6) Release 11i - Minimum Baseline for Extended Support on Oracle E-Business Suite 11.5.10 For detailed information on supported product levels in Oracle E-Business Suite Release 12.0 and 12.1, refer to:My Oracle Support Knowledge Document 1195034.1, Oracle E-Business Suite Error Correction Support Policy For detailed information on supported product levels in Oracle E-Business Suite Release 11.5.10, refer to:My Oracle Support Knowledge Document 883202.1, Minimum Baseline Patch Requirements for Extended Support on Oracle E-Business Suite 11.5.10 My Oracle Support Knowledge Document 1199724.1, Oracle E-Business Suite 11.5.10 Minimum Patch Level and Extended Support Information Center Refer to Oracle Lifetime Support Policy for details of Oracle E-Business Suite support policy.To enable the highest level of support to be provided, Oracle recommends that customers on older releases of Oracle E-Business Suite should upgrade to the latest relevant release for them (12.1, 12.0, or 11.5.10 CU2, as applicable) as soon as possible.To enable the highest level of support to be provided, Oracle recommends that customers on older releases of Oracle E-Business Suite should upgrade to the latest relevant release for them (12.1, 12.0, or 11.5.10 CU2, as applicable) as soon as possible.My Oracle Support Knowledge Document 883202.1, Minimum Baseline Patch Requirements for Extended Support on Oracle E-Business Suite 11.5.10My Oracle Support Knowledge Document 1199724.1, Oracle E-Business Suite 11.5.10 Minimum Patch Level and Extended Support Information Center Refer to Oracle Lifetime Support Policy for details of Oracle E-Business Suite support policy.To enable the highest level of support to be provided, Oracle recommends that customers on older releases of Oracle E-Business Suite should upgrade to the latest relevant release for them (12.1, 12.0, or 11.5.10 CU2, as applicable) as soon as possible.Review to the following documents for general information related to the Oracle CPU Program, Critical Patch Updates for other Oracle products related to Oracle E-Business Suite, or previous Oracle Security Alerts:My Oracle Support Knowledge Document 1450651.1, Oracle Critical Patch Update July 2012 Documentation Map My Oracle Support Knowledge Document 1455387.1 , Patch Set Update and Critical Patch Update July 2012 Availability DocumentOracle Technology Network Advisory: Critical Patch Updates, Security Alerts and Third Party BulletinOracle Technology Network FAQ: Critical Patch Update and Security Alert Programs - Frequently Asked QuestionsIn This DocumentSection 1: Preparing to Apply Oracle E-Business Suite Critical PatchesSection 2: Patches to Apply to Oracle E-Business Suite Oracle homesSection 3: Patches to Apply to Oracle E-Business SuiteSection 4: Document Modification HistorySection 5: Documentation Accessibility

Keep your system secure. Keep your system healthy. This Critical Patch Update (CPU) knowledge document applies to Oracle E-Business Suite Releases 11i and 12. The tables in this document list patches...

General Support Topics

Relationally Challenged (CX - CRM - EQ/RQ/CRQ)

Everything seems to be about the "Experience". Lately, I've been listening to a lot of 'stuff'. A lot of business stuff.  A lot of customer stuff. A lot of operations stuff. A lot of experience stuff.  A lot of satisfaction and dissatisfaction stuff.  In my attempts to absorb it all, here is my 2 cents of unsolicited, opinion given little-to-no information whatsoever (but in this case, it's regarding a lot of stuff).Let's take the basics - CRM.  Customer....Relationship....Management.  Seems simple right?  Why is everyone making it so complicated? Customer....Relationship....Management. EQ - Emotional Intelligence Quotient.  Sounds like there's too much math involved. I'll skip this and anything else in need of a quotient. Now, the big thing lately is all about the CX - Customer Experience.  Sounds jazzy. I'm all about a great customer experience, just like the next person. Can we just keep it simple?  Really, what's with all the management? Why all the math?  Just what experience is everyone chasing?How about we just dumb it down, strip it to the core, keep it simple and LISTEN?!  No more focus groups, no more surveys, and no need to gather more data. We have plenty of that. Why not just provide the customer what they are asking for and not for what they aren't asking for?  I know what you'll say, "it's because they don't know what they need until we tell them what they need" , right?  Wrong.We're all relationally-challenged.  Yes, that's right.  It may sound politically correct, but we're all needy and require the deep down desire to be heard, understood and responded too. Where's this all coming from?  I don't know.  Perhaps, I'm just ranting, blogging, blah blah blah.  All of this to say the following:  If you're focusing your attention on customer relationships that have already decided you're not giving them enough attention and they're walking away, you've lost.  What's the math these days on costs of relationship recovery?  Focus on Relationship-Retention and you'll avoid divorce court. I'm not saying to forget the ones walking away. Go after them and let it be a lesson to never forget about them.What have you done for your customer lately in order to build relationship?  Nothing else. All motives aside.  Nothing needed in return. Just pure, simple relationship building.  Reach out and LISTEN. Then, listen some more.Chris Warticki works for the Global Customer Management team for Oracle Support.  He is passionate about customer service, cares FOR the customer and enjoys working with them each and every day.

Everything seems to be about the "Experience". Lately, I've been listening to a lot of 'stuff'. A lot of business stuff.  A lot of customer stuff. A lot of operations stuff. A lot of experience stuff. ...

General Support Topics

Ask the Support Blogger - Error Correction Support

I've found that Error Correction Policies are vital to understand regarding the subject of Product Lifecycle Management.  Is there a central repository?  Thanks in advance for your help.The ECS policies that do exist are very valuable for our customers to understand Product Lifecycle Management.  A good thing to remember is that the Lifetime Support Policy defines the "When" of product support.  The ECS Policies define "How" those products are supported by Development.   (LSP = When.  ECS = How)Basically, this means that Development doesn't keep each and every patchset codeline open and available for fixing. Customers must keep up to to date.  A customer on 11.2.0.1 can't claim that they are supported because 11.2 is still in Premier Support.  They must be on 11.2.0.3 or within what's known as the grace period.Historically speaking the ECS Policy for Database has been around for over a decade.  The ECS policy should be no surprise to DBA's nor Developers that have been using our products for a long time.  EBS Development got on board just a couple of years ago with their own.  Most other products, especially recent acquisitions, do not have them. There is no repository of these policies. Some are footnoted in the Lifetime Support Policy, but there are only 2 major ones that I'm aware of in My Oracle SupportDatabase, FMW, EM Grid Control, and OCS Software Error Correction Support Policy  Note 209768.1 Oracle E-Business Suite Error Correction Support Policy Note 1195034.1 There are some minor ones too.Error Correction Policy and Lifetime Support Policy FAQ for Oracle JRockit 5.0 and 6 - 1450360.1 Error Correction Policy as it applies to Oracle WebLogic Portal (WLP) - 1308963.1 OIM Lifetime Support and Error Correction Policy - 1372476.1 Others (there could be more)Siebel CRM Patching Policy 1313941.1 Patch and Support Policies for Oracle Retail RPAS and RPAS-Based Applications 750841.1 Oracle Retail Point Of Service (ORPOS) Product Suite Patch And Hotfix Release Policy 798177.1 There isn't one for Sun, that I'm aware of or found.- Chris Warticki, Global Customer Management#Oracle News, Info & Support@cwarticki

I've found that Error Correction Policies are vital to understand regarding the subject of Product Lifecycle Management.  Is there a central repository?  Thanks in advance for your help. The ECS...

General Support Topics

Platinum Services – The Highest Level of Service in the Industry

Oracle Platinum Services provides remote fault monitoring with faster response times and patch deployment services to qualified Oracle Premier Support customers – at no additional cost.We know that disruptions in IT systems availability can seriously impact business performance. That’s why we engineer our hardware and software to work together. Oracle engineered systems are pre-integrated to reduce the cost and complexity of IT infrastructures while increasing productivity and performance.And now, customers who choose the extreme performance of Oracle engineered systems have the power to access the added support they need – Oracle Platinum Services – to further optimize for high availability at no additional cost.  In addition to receiving the complete support essentials with Oracle Premier Support, qualifying Oracle Platinum Services customers also receive:•     24/7 Oracle remote fault monitoring•    Industry-leading response and restore timeso   5-Minute Fault Notificationo   15-Minute Restoration or Escalation to Developmento   30-Minute Joint Debugging with Development•    Update and patch deploymentVisit us online to learn more about how to get Oracle Platinum Services

Oracle Platinum Services provides remote fault monitoring with faster response times and patch deployment services to qualified Oracle Premier Support customers – at no additional cost. We know that...

Resolve E-Business Patching with MOS Community

We are happy to announce that Oracle E-Business Suite support will re-launch our patching community with new resources and a new name:  E-Business Patching Community.  Starting May 16th 2012 - a direct channel to a newly dedicated team of E-Business Suite patching experts will provide you with a single destination to resolve your patch-related issues.   For additional details please see Note 1453113.1.When you have questions about Oracle E-Business Suite patches, we understand that you need answers quickly. To help meet that need, the Oracle E-Business Suite support team has launched a NEW My Oracle Support Community called, “E-Business Patching”. The E-Business Patching Community allows users to collaborate and share important information and best practices on E-Business Patch Application. The E-Business Patching Community offers: Content that is uniquely indexed by Patch number- making it extremely easy to find Information sharing of known solutions that will help with faster resolution of patching incidents, without having to create a Service Request The ability to share information and solutions directly with other industry experts Starting May 16 2012 - a direct channel to a dedicated team of Oracle E-Business Suite patching experts A rich foundation of information since it is built upon the old Patch Review Community We encourage you to access the “E-Business Patching Community” prior to applying an E-Business Suite patch. Doing so will allow you to explore perspectives shared by industry peers, get real-world experiences with the patch, and benefit from known solutions and lessons learned. Additionally, Oracle Support engineers monitor discussion topics to help provide guidance and solutions for your E-Business Suite patching needs. This is a valuable opportunity to “Get Proactive” with the patching and maintenance of your E-Business Suite environment.Start now, and find fast, proactive resolutions before you begin https://communities.oracle.com/portal/server.pt/community/e-business_patching/358

We are happy to announce that Oracle E-Business Suite support will re-launch our patching community with new resources and a new name:  E-Business Patching Community.  Starting May 16th 2012- a direct...

General Support Topics

EXADATA Support Resources

There's a multitude of resources out there for Exadata and it can leave one EXA-hausted.  Here's a list I've put together and invite others to contribute their comments and feedback. Exadata Database Machine Product Information Page Take a class! - Exadata Training I recently heard someone say that it's not like you just bought a new Ferrari and you don't know how to drive, it's that you just bought yourself a LearJet and you've never flown a plane before! Exadata Learning PathMy Oracle Support Database Exadata Upgrade from 11.2.0.1 to 11.2.0.2 [336.1] Check out the 300+ solution documents on Exadata in My Oracle SupportExadata Diagnostic Collection Guide MOS Exadata Community - has the best webcasts delivered to date!  (recorded) 80+ Tutorials, Videos & Demos on the Oracle Learning Library - FREE!  There's more. Check it out! Exadata Forum on OTN Blogs: The Data Warehouse Insider Database Insider MAA / Exadata Twitter: Exadata PM Team ‏ @Exadata Subscribe to at least 1 newsletter Exadata on Oracle Mix  Exadata Oracle Database Machine Administrators - Exadata Exadata Discussion Oracle Exadata SIG Oracle Exadata Users and Exadata Professionals on Linked-In Have a great week!- Chris Warticki #Oracle News, Info & Support @cwarticki

There's a multitude of resources out there for Exadata and it can leave one EXA-hausted.  Here's a list I've put together and invite others to contribute their comments and feedback. Exadata Database...

My SR was Bugged and Closed, Now What?

From a recent customer email - SR was closed acknowledging it as a bug. When can I expect the bug to be fixed?Even though the Service Request is closed, you can track the Bug Status within the Bug Summary content region in My Oracle Support. Add the Bug Summary region to your dashboardClick the pencil icon and then check the box for show my organizations bugsThen, back in that region, mark the bug a favorite (star).  Now, for push notification, if you go to Settings Tab > Hot Topics Email, you can turn on several notifications, one of which is, Product Bugs marked as Favorites.Development rarely gives ETA's on bug fixes unless it's a Sev1 production down.  Even then, it's a matter of urgency and not ETA.Is it a Sev1 bug?  Or, is it an Enhancement Request (Sev4)? Please work with your support engineer and make sure you have documented the impact this bug is having to your business. Make sure that is clearly stated in the SR and the Bug. Behind every technical problem, there is business problem.  Does Support and Development understand your business problem? Also, see the section entitled, What if the Service Request has a Bug Associated with it? that I've written. Thanks- Chris Warticki - Global Customer Management #Oracle News, Info & Support @cwarticki

From a recent customer email - SR was closed acknowledging it as a bug. When can I expect the bug to be fixed? Even though the Service Request is closed, you can track the Bug Statuswithin the Bug...

Primavera Support Resources

I have a close friend of mine that uses Primavera, a lot.    He wasn't aware of the multitude of resources that are available for Primavera users.  If you have any to recommend, please submit your comments. Upcoming Webcasts Primavera: Helper Classes and the Job Manager using the P6 Integration API -  February 28, 2012 Primavera P6 Enterprise - An Overview of Calendars, Durations and Dates - March 22, 2012  Recorded WebCasts Administering Contract Management User Accounts: A Technical and Functional PerspectiveEnabling P6 R8.1 Publication Services and Enterprise Reporting Learn About the New Features Available in P6 P8.1 Utilizing the Content Management Functionality within Contract Management Understanding Risk Percentiles in Primavera Risk Analysis  Overview Of More Complex Security/Access in Oracle Primavera P6 v7.0 Linking Primavera P6 and Contract Management  Using Oracle Configuration Manager (OCM) to Assist in SR Resolution  Introduction to P6 Web Services  Methodologies vs. Template Projects Understanding the Probabilistic Cash Flow in Primavera Risk Analysis, and How Resources, Costs, and Their Uncertainty Can Affect the Results P6 System Administrator Tips and Tricks  P6 Tips and Tricks  Customizing the User Experience in Primavera Contract Management Using P6 Web Services with Event Notification Primavera Technical ForumPrimavera Community in My Oracle Support (login required)Primavera Enterprise Project Portfolio Management BlogPGBU Partner Searchlight EPPM Newsletter - Subscribe!Follow EPPM on Twitter for news and infoSeveral Mix Groups on Primavera - joinPrimavera PodcastsJoin the Primavera SIGThanks- Chris Warticki - Global Customer Management #Oracle News, Info & Support @cwarticki

I have a close friend of mine that uses Primavera, a lot.    He wasn't aware of the multitude of resources that are available for Primavera users.  If you have any to recommend, please submit your...

SOA Support Resources

I was recently requested to put together a list of SOA Resources for a customer. Sharing with all. First of all - Start here on OTN -  (Thanks Bob R)Also recently announced is the SOA Information Center on MOS - (Thanks Sean Bailey) Product Knowledge & Training How to plan for a new installation of Oracle Fusion Middleware 11g 9 SOA specific modules FREE on OLN/OBE 531 FMW specific modules FREE on OLN/OBE MOS - SOA Knowledge Base 10607 solutions across SOA products Are weekly emails containing those solutions, bugs and alerts being received? Have end-user dashboards been configured properly for push notification? News: Subscribe to the Architect Newsletter Subscribe to the Fusion Middleware Newsletter MOS Communities and other Networks 16 Middleware Communities available with shared documents, feedback and patch reviews Oracle SOA Suite - Team Blog Learning Oracle SOA Suite - available options A-Team - SOA Blog 11g purging white paper Oracle FMW - real world examples and experiences SOA & BPM Partner Community Blog ArchBeat - for Architects SOA Mix Groups OTN Architecture Forums Follow Oracle SOA on Twitter Patching and Maintenance Advisor Oracle Fusion Middleware (FMW) 11g ID 305.1 Oracle Fusion Middleware 11g Patching Concepts and Tools  Patching Oracle FMW 11g  Data Collection Using RDA with Oracle SOA Suite 11g  Troubleshooting Oracle Weblogic Server Hangs Remote Diagnostic Agent (RDA) built-in SOA profile or FMW profiles for Data Collection Dozens of modules covering SOA & Middleware products If you have any other useful resources, please submit in your comments below. Thanks- Chris Warticki - Global Customer Management #Oracle News, Info & Support @cwarticki

I was recently requested to put together a list of SOA Resources for a customer. Sharing with all. First of all - Start here on OTN -  (Thanks Bob R) Also recently announced is the SOA Information...

Digest: Ask the Support Blogger

Security ER's.  Enterprise Data Security Assessment. Scope of Support. Terminal dates.  Here are a few of the questions that I've fielded over the last few weeks.  Sharing with all.  Enjoy.Q: One of my customers said that that a security-related enhancement request can be filed by the customer online. Where this can be done?A: Any product Enhancement Request has to be created within MOS by creating an SR.  Same goes with Reporting Security Vulnerabilities. If you are not a customer and without access to MOS - please email secalert_us@oracle.com with your discovery.I found a really cool Security Assessment here.  It's free.  Take it. Q: What's out of scope for Support to cover when working issues?A: Fundamentally, Support is here to help.  Support is not a replacement for Advanced Customer Services, Oracle Consulting nor Oracle University.  Support won't install the product for you, teach you how to use the product, nor code customizations. As an aside, in my experience Sql Tuning is also very challenging to troubleshoot.  I also reference customer responsibility as stated in the Technical Support Policies: Your technical contacts are the sole liaisons between you and OSS for technical support of programs. Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the Oracle programs and your Oracle environment...Q: When is the terminal release for product x being announced?A: Development doesn't cough up the terminal release information until they are ready. Never have, never will. - Chris Warticki, Global Customer Management#Oracle News, Info & Support @cwarticki Is it listed anywhere

Security ER's.  Enterprise Data Security Assessment. Scope of Support. Terminal dates.  Here are a few of the questions that I've fielded over the last few weeks.  Sharing with all.  Enjoy. Q: One of...

Power Plants and the Value of Oracle

What do Power Plants have to do with the value of Oracle?  Let's wind the clock back to the turn of the 20th century during the start of the industrial revolution.  You see, there wasn't any formal, national, power-grid infrastructure back then.  When some manufacturer, textile mill or assembly factory was being built, guess what they also needed to build?  Yes - a power plant.  And so those businesses whose purpose was to build product X or create service Y, found themselves in the business of generating power.  They employed dozens of engineers, technicians and maintenance teams all to literally keep the lights on.This fact struck me personally, after a dinner conversation with my friend Ron and right afterwards I went to visit one of our awesome customers here in Florida - Florida Power & Light.  I was looking at their company history and I was speaking with one of their longtime employees. You see, before they were FP&L, they were an, "..unlikely patchwork of enterprises (that) included small electric generating plants, ice plants, water, gas, fish, telephone, sawmill and street car companies, a steam laundry, an ice factory..."  Why buy into into that patchwork? Well, it made sense. They each had to generate their own power - especially those refrigeration businesses.So, what's this have to do with our customers?  Their businesses are building product X and creating service Y.  The next time they are buying some 3rd party server farm or hiring a bunch of 3rd party implementers or investing in some other technology infrastructure, they are essentially building Power Plants.Leave the software and hardware value to the experts and professionals at Oracle.  Oracle IS the example of how using our software features and functions along with leveraging the technology produces solid ROI.  That ROI transcends employees, customers and investors.  More on that story later.Until then, have a great day and excellent week.- Chris Warticki, Global Customer Management#Oracle News, Info & Support @cwarticki

What do Power Plants have to do with the value of Oracle?  Let's wind the clock back to the turn of the 20th century during the start of the industrial revolution.  You see, there wasn't any formal,...

General Support Topics

Ask that Support Blogger...he'll know (Notifications)

Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information?  My customer wants to know about the release dates of  bundle patches in order for them to plan accordingly.  I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit. Answer: First, Development rarely, if ever, posts release dates for patch sets or bundle patches, even single patches for that matter. (unless it's a Sev1)  The Knowledge Base for any Product within My Oracle Support is the collection of all support-created content (alerts, notes, bulletins, FAQ's etc). Configuration of My Oracle Support dashboard (Knowledge Articles section) include items that are content related, either new or revised.Therefore, if a patchset or major patch is released, then a support engineer would need to create an 'alert' or piece of content in order to be pushed to the Alerts/Knowledge Articles section of MOS.  So, support doesn't create a note or alert for every patch that is created.  That would be information overload.  For patches, they mostly just create them for high-priority patches and patchsets. Additionally, a customer can subscribe to push email notifications within the Settings > Hot Topics Email within MOS.  Doing so, under the Product Monitoring section includes Bugs that Development is working or revised.  Upon notification a customer then logs an SR with Support, requests to be attached to the bug, and tracks the status within the Bug Summary field in the Dashboard. Then they can mark those bugs as favorites, which is another notification option in the Hot Topics Email section For more information on configuration the MOS Dashboard and Email Notifications, click this noteDashboard Customization (7:18 mins)My Oracle Support Site Alerts (3:10 mins)Hot Topic E-Mail (3:28 mins) Thanks- Chris Warticki, Global Customer Management #Oracle News, Info & Support @cwarticki

Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information?  My customer wants to know about the release dates of  bundlepatches in...

Oracle Support & VM

Often requested are the documents and policies regarding Oracle Support and VM.  Here is a foundational starting point for all on the subject.  If you know of others, please submit in the comments. Read and review the following; Oracle Linux and VM Certified HardwareOracle VM General Policy Description [ID 466538.1] Oracle VM General Frequently Asked Questions [ID 464756.1] Support Position for Oracle Products Running on VMWare Virtualized Environments (Doc ID 249212.1) Does OBIEE Provide Support For Virtualization And Virtual Machines Or VMWare (Doc ID 1063937.1) Certified Software on Oracle VM [ID 464754.1] Entitlement for Oracle VM support ..... If a customer has an Oracle product issue but no Oracle VM support entitlement, the customer will be informed that they lack support entitlement for Oracle VM and that to receive further Oracle product assistance, they will be required to reproduce the issue in a non-virtualized environment. Customers can participate in the Linux and Virtualization communities that exist: Oracle Technology Network - Linux and Virtualization Every product is discussed on OTN Forums Oracle VM on Oracle Mix Enterprise Best Practices SIG from IOUG My Oracle Support Communities - Linux and VM Thanks- Chris Warticki - Global Customer Management #Oracle News, Info & Support @cwarticki

Often requested are the documents and policies regarding Oracle Support and VM.  Here is a foundational starting point for all on the subject.  If you know of others, please submit in the comments. Read...

General Support Topics

Ask the Support Blogger....he'll know (Data Collections)

Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of  issues?  For instance, if it's a performance issue, they should expect to be asked for AWR reports... so they might as well upload them as early in the process as they can.I receive lots of questions both internally and from our customers on best practices and resources.  I'm going to start posting them here for all to benefit. Answer: By default - a customer should ALWAYS upload an RDA.  Don't wait for Support to request it. Just give it too us when the SR is logged. RDA is the most comprehensive Data Collector we have. They should run via cron job every day as a best practice anyway.  Attend my next FREE Customer Workshop on RDA and DBA Diagnostics on January 26th, 2pm EST. With regards to Performance Data Gathering:Have the customer begin by having EVERY DBA READ - Oracle PerformanceDiagnosticGuide (OPDG)Then, determine if they need to use HANGFG User Guide, OSWatcher User Guide, or LTOM User Guide or all three.  If the customer is using a product solution like EM/Grid/Cloud Control then even better. Product solutions help prevent problems.  For some FREE training on those products, check out the Oracle Learning Library. Also, instead of waiting for a webconference to be scheduled and coordinated - have the customer record their problem using CamStudio.  Don't log another SR without using it and uploading it at the time the SR is created. Of course, there's Oracle Configuration Manager (gotta plug that one) and there's a host of other data collector tools listed in my post here. (see #5) Thanks- Chris Warticki #Oracle News, Info & Support @cwarticki

Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of  issues?  For instance,if it's a performance issue, they should...

General Support Topics

Oracle Twitter List

When I speak to customers and educate them on the variety of support communities that exist, Twitter is an untapped resource by the Oracle masses.  Recently, I was in a room of over 60+ customers, none of which had a twitter account nor follow any of the Oracle Tweeters from Oracle. Until the OracleWiki is back, I've compiled a list that should get you started. I didn't include just anyone that tweets on Oracle, just those from our major product lines and lines of business. I added some of the usergroups too. Embrace Twitter.  It will help you filter information to the Oracle products, services and events that are of interest to you. OracleHealthSci OracleHealthSciencesOracle is a strategic businesssoftware and hardware systems provider to the health sciences industry OracleMW Oracle MiddlewareOracle Fusion Middleware 11g is the#1 application infrastructure foundation available today. ORCLPartnerBiz OrclPartnerServicesWe are @emiliade& @mariusavram,Social Media Leads at Oracle Partner Business Center. Have a question? Tweetand we will reply. OracleEPPM Oracle PrimaveraOracle Primavera is the #1 providerof Enterprise Project Portfolio Management Solutions OracleDevTools pieter humphreyAll around Eclipse, JDeveloper/ADF,NetBeans, GlassFish and WebLogic content guy for Oracle Fusion Middleware'sJava developer tools OraclePress Oracle PressAuthoritative, comprehensive, andcurrent references on Oracle products and technologies. OracleComms OracleCommsOracle Communications delivers acomplete, open, and integrated platform for the communications industry. OracleSQLDev OracleSQLDeveloperOracle SQL Developer ProductMarketing, Management and Development Team #sqldev orafaq Oracle FAQMonitor what's happening onOraFAQ.com and the rest of Oracle land. odtug ODTUGThe Oracle Development Tools UserGroup twitter updates about all things relevant to developers using Oracledatabases. Oracle_Edu Oracle University. Learn Oracle From Oracle oracleopenworld Get the inside scoop, importantannouncements, and valuable tips and tricks for making the most of yourexperience at Oracle OpenWorld. OracleProfit Profit OnlineStay tuned to the latest news aboutOracle, IT strategy, leadership, and driving your business to success. QuestUserGroup Quest InternationalThe learning and networking sourcefor Oracle apps professionals JDeveloper JDeveloper & ADFADF is an end-to-end Java EEframework that simplifies development by providing out of the boxinfrastructure services and a visual and declarative development OracleBlogs OracleBlogs oracleEPMBI Oracle EPM & BIOfficial account for Oracle'sHyperion Enterprise Performance Management and Business Intelligence ProductNews, Updates, and Conversation. oracleutilities Oracle UtilitiesOracle provides utilities with theworld's most complete set of software choices. ORCL_Virtualize OracleVirtualizationOracle offers the only completedesktop-to-datacenter virtualization solution to virtualize and manage yourfull hardware and software stack, from apps to disk. PeopleSoft_Info PeopleSoftPeopleSoft Information Development -Your One Stop Shop for PeopleSoft Content oraclemix Oracle MixSocial network, idea sharing, groupsand more for the Oracle community: http://mix.oracle.com OracleCRM OracleCRMTweets about what's new withOracle's Complete CRM products. Oracle_EMEAPR Oracle_EMEAPROfficial news and updates from theEMEA PR team oraclewebcenterOracle WebCenterOracle WebCenter is the userengagement platform for social business, connecting people and information.Stay up to date with product news, events & more. HyperionUserGrp OAUG Hyperion SIGThe purpose of the Hyperion UserGroup is to share resources to help leverage your investment in Oracle HyperionPerformance Management. Join Us! OracleWebLogic Oracle WebLogicCheck out our YouTube channel forvideos and info about WebLogic OAUG1 OAUGThe Oracle Applications Users Group(OAUG) is a global organization that enhances the capabilities of real OracleApplications users. OracleDatabase Oracle DatabaseOracle Database news, events,learning resources, and lots more. oraclemagazine Oracle MagazineOracle Magazine containstechnology-strategy articles, Oracle and partner news, customer features, andmore. Exadata Exadata PM TeamThe Oracle Exadata Storage Server isa storage product highly optimized for use with the Oracle database. OracleE20 Oracle E2.0Oracle Enterprise 2.0: ImproveEnterprise Productivity by Connecting People, Content and Business Processes OracleBPM Oracle BPMThe Oracle BPM corporate Twitteraccount that covers Oracle Business Process Management offerings. chriscmuir chriscmuirOracle ACE Director, nuff said oracleace Oracle ACE Program OUM_InfoOUMThe Oracle® Unified Method (OUM) isOracle’s standards-based method that enables the entire Enterprise InformationTechnology (IT) lifecycle. Oracle_OnDemand Oracle_OnDemandOracle On Demand helps customerscontrol their systems to drive business performance. We deliver Oracle's cloudservices - gain speed, lower cost, reduce risk. Oracle OracleStay connected with all thingsOracle: products, services, training, news, events, promotions, and more. OracleHCM Oracle HCM MarketingThe OracleHCM team is a group ofdedicated folks at Oracle that represent E-Business Suite, PeopleSoft, andFusion HCM product lines. peoplesoftwiki PeopleSoft Wiki OracleRetail Oracle RetailOracle is the #1 provider ofinnovative and comprehensive software solutions for retailers myoraclesupport My Oracle SupportFollow the My Oracle Support Teamfor the latest news and information. Views expressed here are our own & donot necessarily reflect the views of Oracle. OracleMiddle Oracle MiddlewareOracle Fusion Middleware soacommunity SOA CommunityHey there! SOA Community is usingTwitter. Join us to network and exchange with the community! What’s happening?Start sharing your tweets @soacommunity wimcoekaerts Wim CoekaertsI manage Oracle Linux, Oracle VM(x86 + sparc), Virtualbox, Sunray, Oracle VDI and Secure Globlal Desktop at thebig O (Oracle) along with MySQL support. COLLAB_OAUG COLLABORATE - OAUGNews on COLLABORATE 12: TechnologyApplications Forum for the Oracle Community - OAUG Forum! COLLABORATE ispresented by IOUG, OAUG & Quest. oracle_em OracleEnterpriseMgrFollow the news around OracleEnterprise Manager AgilePLM Oracle Agile PLMmo betta, fasta, cleana products:evolving your product value chain. The official tweets from the Oracle AgilePLM team. oracle_biee Oracle BIOracle Business Intelligence productmanagement team. Views expressed on this Twitter feed are our own & do notnecessarily reflect the views of Oracle. ORCL_Linux Oracle LinuxOracle Linux -- fast, modern,reliable -- free to download and distribute. Oracle delivers enterprise-class,highest quality support for Linux at lower cost. oraclepartners ORCL PartnerNetworkOracle PartnerNetwork is Oracle'sofficial partner program - also known as OPN Specialized. theappslab Oracle AppsLabSmall development team within OracleWebCenter, building cool stuff and blabbing about it.  OracleEvents OracleThis is a automated feed with OracleEvents. Oracle_EBS Oracle eBusiness java JavaThe official Twitterstream of the #1programming language in the world IOUG IOUGIndependent Oracle Users Group -Database and Technology Professionals, COLLABORATE 12 Partner. Get picked up onour feeds with hashtags #IOUG and #C12! OracleFS Oracle Financial SvsOracle delivers a comprehensivefootprint of best-of-breed applications built on open standards to meet theneeds of financial services institutions worldwide OracleIDM Oracle Identity MgmtOracle Identity Management offersthe most complete, best in class solution for your security needs otnatopenworld otnatopenworld OTNArchBeat OTNArchBeatNews and updates covering what'shappening in the Oracle Technology Network architect community. OracleJDEdwards  Oracle JDEdwardsNews and updates covering what'shappening in the JDE community. Chris Warticki, Global Customer Management#Oracle – Daily of OpenWorld Info#Oracle News, Info and SupportTwitter

When I speak to customers and educate them on the variety of support communities that exist, Twitter is an untapped resource by the Oracle masses.  Recently, I was in a room of over 60+ customers,...

Best Practices - Resources

8 Habits of Highly Effective Oracle Support Users

First – The #1 investment is the product itself, therefore study the product Oracle University Product-specific landing pages Oracle Documentation Online Oracle Learning Library  – 9000+ Free Tutorials/Demos Public list of all available webconferences Advisor Webcast Current Schedule and Archives too from Support (ID 740966.1) #2 – Remain In-the-Know from Oracle Support and Oracle Corporation Setup Hot-Topics emails from My Oracle Support Subscribe to available Newsletters from major product lines and technologies Events & Webcasts Schedule and Archives Newsletters from Oracle Support teams #3 – Customizations, Personalizations and Notifications in  My Oracle Support Customize your Dashboard & use Powerviews Setup Hot-Topics emails from My Oracle Support #4 – FIND it, the FIRST time, FAST! Use the Knowledge Base in My Oracle Support Know what Support knows with 100% certainty whether you need to open a Service Request or not. MOS Catalog of Information Centers #5 – Leverage ALL the available Diagnostics tools and Scripts Get Proactive! [ID 432.1]  Proactive Support Portfolio - Categorical List of all Tools, Diagnostics, Scripts and Best Practices (by Product Family) Information Center: Oracle Database Resource Portfolio ORAchk — Take Action ORAchk replaces the popular RACcheck tool, extending the coverage based on prioritization of top issues reported by users, to proactively scan for known problems including Database area. ORAchk scans and provides a high level report showing your system health risks with the ability to drill down into specific problems and understand their resolutions. TFA RAC and DB Support Tools Bundle — Take Action | Learn The Support Tools bundle is a downloadable package containing the tools deemed critical for every RAC and Single Instance Database environment. ORA-600 / ORA-7445 Lookup Tool — ACT Analyze ORA-600 or ORA-7445 errors to receive information about known issues, potential workarounds or solutions, fixed BUGS and more. Guided Resolution tool for ORA-600 — ACT Troubleshoot an ORA-600 issue based on an available Trace file containing the error. ORA-4030 Troubleshooting Tool — ACT Use the ORA-4030 Troubleshooting tool to analyze problems and provide resolution recommendations. Guided Resolution tool for ORA-4031 — ACT Let the Guided Resolution tool for ORA-4031 guide you through the issue analysis and present resolution recommendations. SQLTXPLAIN (SQLT) — ACT Perform a SQL Tuning analysis using the SQLTXPLAIN tool, also known as SQLT. OS Watcher Black Box — ACT OS Watcher Black Box (OSWbb) tool is designed to gather Operating System side statistics to compare with the findings from the database. The built-in analyzer OS Watcher Black Box Analyzer (OSWbba) analyzes the data OSWbb collects and provides a graphical interface of the information on system slowdowns, hangs and other OS performance problems. Procwatcher: Script to Monitor and Examine Oracle DB and Clusterware Processes— ACT Procwatcher is a tool to examine and monitor Oracle database and/or clusterware processes at an interval. The tool will collect stack traces of these processes using Oracle tools like oradebug short_stack and/or OS debuggers like pstack, gdb, dbx, or ladebug and collect SQL data if specified. Cluster Health Monitor (CHM) — ACT | DISCOVER Cluster Health Monitor provides system metrics and data for troubleshooting many different types of problems such as node reboot and hang, instance eviction and hang, severe performance degradation, and any other problems that need the system metrics and data. ORATOP— ACT The oratop utility allows for near real-time monitoring of RAC and Single Instance Databases. Lite Onboard Transaction Monitor (LTOM)— ACT The Lite Onboard Monitor (LTOM) is a real-time proactive diagnostic platform that provides real-time automatic problem detection and data collection. LTOM is tightly integrated with the host operating system and provides an integrated solution for detecting and collecting trace files for performance issues while the database/system performance problem is occurring. E-Business Suite Product Information Centers — Take Action Explore an easier way to traverse the vast and often complex library of content on a particular topic. Index of E-Business Product Specific Preventative Analyzers — Take Action | Learn Analyzers are Query/Read only tools delivered by E-Business Suite Support. The result set is an easy to read html output that provides recommendations, solutions and early warnings of items that should be reviewed and corrected. Sysadmin’s/DBA’s please review the E-Business Suite Analyzer Bundle Menu Tool - Take Action How to Find E-Business Suite & E-Business Suite Technology Stack Patches — Take Action Assists E-Business Suite customers with finding all Patches necessary to maintain a healthy system. This includes Recommended patches, Technology Stack patches, Performance patches, etc... Patch Wizard Utility — Take Action | Learn Keep your system up to date with the latest Development recommendations for security, performance, stability, legislative updates and the overall E-Business experience. Period Close Advisor — Take Action | Learn Period Close solution provides customers the tools and best practices to achieve a successful period close. It utilizes E-Business Suite Product Diagnostics to identify and correct potential roadblocks. Index of Product Task Advisors for for E-Business Suite — Take Action The E-Business Product Task Advisors incorporate information from various sources, and provide step by step instructions to guide you through a business flow. Oracle Dynamic Toolbox — Take Action One-stop shop for all your diagnostic needs. Within this Toolbox, you will find the following information for all product areas: Diagnostic tools and scripts, Service Request Data Collection Plans (SRDCs), generic tools, and user guides. Links are updated automatically whenever a tool or resource is created or updated. E-Business Suite Invalid Object Utility — Take Action The E-Business Suite Invalid Object Utility displays all invalid objects and meta-data in a single HTML Report. There is a quick view summary of all invalid objects, their types and schemas. You can cross-reference your current list of invalids with known objects from the Upgrade Guide of Droppable Objects. And, you can cross reference DBA_OBJECTS.TIMESTAMP and AD Patching tables to show objects creation date/modified date in relation to the last 100 days of patches applied. This feature provides insight on which patches might have caused the invalid object. Index of E-Business Product Specific Log Parsers — Take Action The parsers are meant to simplify locating and reading E-Business Suite log files. The result of using these tools is an easy to read text or html output that provides a reduced, simplified format about errors, warnings and other messages that should be reviewed and corrected. PeopleSoft Product Information Centers — ACT Explore an easier way to traverse the vast and often complex library of content on a particular topic. Index of Troubleshooting Assistants for PeopleSoft Enterprise — ACT Troubleshooting Assistants are resources created to help you find a resolution to an issue by guiding you from the problem, through the possible scenarios, and to the proposed solution(s). Diagnostics and Troubleshooting Assistance — ACT Utilize available tools to help troubleshoot problems or issues and also to proactively help resolve situations in your environment. Make quick work of analyzing *.tracesql files with TraceMagic — ACT | DISCOVER TraceMagic is a utility that gives PeopleSoft system administrators, programmers and support engineers the ability to quickly isolate performance bottlenecks in SQL Statements and/or PeopleCode functions. It accomplishes this by turning the text-based, time-ordered tracesql file into a sortable-grid display, allowing the user to quickly locate system performance issues. Oracle's PeopleSoft Information Portal — ACT PeopleSoft information portal provides you with a single entry point to locate the documentation, training, and other useful information you need to help with your implementation process and improve your daily experience with our products. Prevent and Resolve Performance Issues — ACT This Advisor provides guidance for customers who desire to prevent and resolve performance issues. In using this Advisor, Customers should expect to diagnose the issue and find a resolution, or gather the information needed to log and SR and work the issue with Oracle Support. JDE - Indexes of Information Centers and Troubleshooting Assistants Explore these document types that help you find the information you need faster. These indexes are collections of the available Information Centers and Troubleshooting Assistants for JD Edwards. JD Edwards EnterpriseOne Information Center Index  —   ACT JD Edwards World Information Center Index  —  ACT JD Edwards EnterpriseOne Troubleshooting Assistants Index  —  ACT Performance Workbench  —   ACT Assists with the collection of EnterpriseOne debug log data in order to analyze performance, understand complex application process flows, and troubleshoot memory leaks.   JD Edwards Resource Library for Training and Guides  —   ACT Stay ahead of the curve with the JD Edwards Resource Library (LearnJDE.com) which provides links to training opportunities, documentation guides, white papers, upgrade information and more. JD Edwards Proactive Learning Sessions  —   ACT Schedule free Proactive training sessions on JD Edwards capabilities. Explore the new session format with short labs that participants can complete after the material is presented to get quickly up-and-running. Net Change Tools Dynamic online search tools for release net change. Product Features is for new application features. Technical Catalog includes structural changes, plus has the often-requested data models for both World and EnterpriseOne.  Product Features – ACT  Technical Catalog – ACT Solaris Product Information Centers — Take Action | Learn Explore an easier way to traverse the vast and often complex library of content on a particular topic. Oracle Sun System Analysis — Take Action | Learn Auto Service Request for Solaris 11 — Take Action Allow Solaris to detect faults as they arise by using Solaris 11 new fault management feature that detects specific fault events and creates a Service Request on your behalf. Oracle Solaris Crash Analysis Tool — Take Action Increase productivity and get solutions by using Oracle Solaris Crash Analysis Tool to analyze your crash and provide solutions 7x24. Gathering Solaris Performance Data (GUDS)— Take Action GUDS is a ksh script designed to collect the data needed to analyze performance issues. Oracle Explorer Data Collector — Take Action The explorer data collector page provides best practices on how to collect the files needed to troubleshoot System issues. #6 – Engage with Oracle Support Fill-out Service Request Templates completely Use all Diagnostics & Data Collectors (See Above Proactive Support Portfolio) Upload ALL reports if logging a Service Request Leverage Oracle Collaborative Support (web conferencing) Better Yet – Record your issue and upload it (why wait for a scheduled web conference?) Request Management Attention as necessary #7 – Expand your Circles of Influence Oracle Community-wide Resources Oracle Technology Network Forums Blogs.oracle.com Twitter Directory Oracle Podcasts UserGroups AskTom #8 – Understand Oracle Support Policies, (Business Practices) and Processes All Technical Support Policies Lifetime Support Policy Oracle Support Technical Support Policies Database, FMW, EM Grid Control and OCS Software Error Correction Policy Ebusiness Suite Software Error Correction Policy   Thanks - Chris Warticki #Oracle News, Info & Support @cwarticki

First – The #1 investment is the product itself, therefore study the product Oracle University Product-specific landing pages Oracle Documentation Online Oracle Learning Library  – 9000+...

My Oracle Support – Priority Handling Expands

The Service Request Fastpass that I wrote about last July has now expanded.  Priority Handling is now being delivered for E-Business Suite, Fusion Middleware, Siebel, and PeopleSoft Service Requests. What does that mean?  How does one receive Priority Handling, you ask? By linking a configuration to your service request, Oracle can automatically search its vast knowledge base to solve your problem quickly and more effectively. Existing Priority Handling (Database Only pilot)-users have reported they can create Service Requests up to 50% faster when they attach a configuration. Take advantage of this exciting new service and download the Oracle Configuration Manager collector and attach a configuration to your service request via My Oracle Support. Achieve faster problem resolution by simply and automatically attaching a configuration to your service requests. Having pre-collected data that is current and automatically viewable reduces cycle time and pinging back and forth.  Also, My Oracle Support provides proactive healthchecks and patch advice against that data.  Who doesn’t want that?  My Oracle Support embeds automated configuration management capabilities into the support workflows to deliver faster resolution times. -Chris Warticki twittering @cwarticki Join one of the Twibes - http://twibes.com/OracleSupport or http://twibes.com/MyOracleSupport

The Service Request Fastpass that I wrote about last July has now expanded.  Priority Handling is now being delivered for E-Business Suite, Fusion Middleware, Siebel, and PeopleSoft Service Requests....

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