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

Chris Warticki
Global Customer Success Management

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

For more information on configuration the MOS Dashboard and Email Notifications, click this note
Dashboard Customization (7:18 mins)

My Oracle Support Site Alerts (3:10 mins)

Hot Topic E-Mail (3:28 mins)


- Chris Warticki, Global Customer Management
#Oracle News, Info & Support

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