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My Oracle Support Community

Four Smart Reasons To Use My Oracle Support Communities

Increase productivity with access to on-line support communities,specific to your Oracle environment, backed by Oracle supportexperts. Collaborate with an extensive global peer group who sharereal-world best practices, tips and tricks. At the heart of My Oracle Support Community (MOSC) are hundreds of engagement spaces that cover a wide range of technologies, applications, and business processes. But MOSC is much more than just a discussion forum. What Why Targeted Product Areas: Community spaces are specific to Oracle products, increasing ease of access to relevant information. Follow only the spaces that you work with to get the latest information. Get early access to product news and support features. Post discussions with your product questions for Oracle experts to engage. Submit and vote on Ideas to help steer product direction. Use communities for quick answers in lieu of a Service Request. Network and Collaborate: Enjoy direct collaboration with Oracle experts and customer peers. My Oracle Support Community members are experts and peers from the Oracle customer base, with real-world experience; and Oracle’s own Support engineers moderate and contribute to the communities. The result: unparalleled access to a combination of deep and practical expertise. Extensive, Targeted Content: Filter out the noise and access content for your areas of interest. You can "Follow" specific content, topics, or people and get notified in the community or by email of new interactions in the areas you choose to follow. Knowledge is also shared using current features like Spotlights, Ideas, Instant Polls, Twitter Feeds and Support Blogs. Always Evolving: Available 24 x 7, MOS Communities grows in value the more it gets used. Community areas grow in usefulness and relevance as content is added and shared. High-value content becomes more accessible and easier to find. Share your own expertise and enhance your own reputation as an expert, as well as network with your peers.

Increase productivity with access to on-line support communities, specific to your Oracle environment, backed by Oracle support experts. Collaborate with an extensive global peer group who sharereal-wo...

General

Oracle Support Accreditation

Be More Productive with My Oracle Support Looking for best practices to take your support experience to the next level? If you frequently use My Oracle Support (MOS), My Oracle Support Communities, or Cloud Support portal for knowledge search and managing service requests, take advantage of the Oracle Support Accreditation learning program. Over 19,000 users have already completed an accreditation learning path and exam to build a personalized support toolkit for their role. All accreditation learning resources and exam material are already included in your support contract. Oracle Support Accreditation includes: 14 learning paths to increase your expertise and efficiency in completing support activities. Level 1 accreditation highlights core features of the portal applications and provides recommendations to increase productivity. Level 2 focuses on individual software products to demonstrate best practices for your specific applications. Learn key concepts about diagnostics, patching, and finding product information more easily and effectively, with tips for implementing them into your daily support activities based on feedback from Oracle product experts. When finished your personalized resource toolkit will help increase your productivity and streamline your support activities. Is today your day to become an Oracle Support Accredited User? Learn more: Oracle Support Accreditation Series Index, Document 1583898.1 Join the conversation in the My Oracle Support Community: Oracle Support Accreditation.

Be More Productive with My Oracle Support Looking for best practices to take your support experience to the next level? If you frequently use My Oracle Support (MOS), My Oracle Support Communities, or...

My Oracle Support User Experience

Get Proactive - Leverage the Oracle Dynamic Toolbox

Looking for a collection of diagnostic tools, scripts, data collectors, or health checks for your Oracle products? Bookmark the Catalog: Oracle Toolbox (Doc ID 1987483.2). Whenever a new or updated tool or resource is published, the links will automatically be added or updated. Start exploring today! Included in the Oracle Dynamic Toolbox for all Product areas: Tool Description Diagnostic Tools & Scripts Data Collectors, Diagnostics, Health Checks, Utilities, Wizards, etc. Service Request Data Collection Plans (SRDCs) These list the information and output needed to start analyzing your issue. Generic Tools applicable for all products Details on Tools like Oracle Configuration Manager (OCM), Remote Diagnostic Assistant (RDA), etc. User Guides Index page for the online User Guides for any product area. My Oracle Support Communities (MOSC) Link to the parent MOSC site allowing you to browse and post questions for any product area. Information Centers (ICs) - Doc ID 1987485.1 These display aggregate content for a given focus area and present this content in categories for easy browsing. They offer a variety of focused dynamic content organized around a specific task. Interactive Troubleshooting Assistants - Doc ID 1987486.1 These dynamic question and answer tools guide you to a targeted solution.

Looking for a collection of diagnostic tools, scripts, data collectors, or health checks for your Oracle products? Bookmark the Catalog: Oracle Toolbox (Doc ID 1987483.2). Whenever a new or updatedtool...

Configuration Management

Customer User Administration in Cloud Portal

New in My Oracle Support December 2015 Release The December 2015 My Oracle Support Release added Customer User Administrator (CUA) functionality to the Oracle Cloud Support portal. The change makes it much easier for customers using the Cloud Portal (including many Oracle MICROS and Oracle Hospitality customers) to manage user access and Support Identifier (SI) tasks. If you are a CUA, you will be notified of current administrative tasks in the notification area in the top area of the Cloud Portal page. You can also click your name, then the Administration sub-link, and you'll be taken to the CUA information view in the Cloud Portal. Video Training Review the video found in "Cloud Support Portal - How to Use the CUA Functionality" (Document 2072499.1). Click here to view the video You can also review existing trainings on how to perform common CUA tasks by visiting "Customer User Administrator (CUA) Roles and Responsibilities" (Document 1544004.2). The Cloud Portal allows you to verify user approval actions and review Support Identifier notices. However, Cloud Portal does not fully support managing Support Identifier assignments and renewals. To perform these actions you will need to continue using the standard My Oracle Support portal for the time being. Review the video training linked above for more details.

New in My Oracle Support December 2015 Release The December 2015 My Oracle Support Release added Customer User Administrator (CUA) functionality to the Oracle Cloud Support portal. The change makes it...

My Oracle Support User Experience

Get Proactive - Follow the Oracle Support Events Calendar

See Upcoming Support Events with the Get Proactive Events Calendar Web application that automatically tracks Advisor Webcasts / newsletter releases / Support training events and also synchronizes events you select into your calendar Oracle Support sponsors a variety of activities (like our popular Advisor Webcasts) to help customers work more effectively with their Oracle products. Follow our Event Calendar to to stay up to date on upcoming Webcasts and events. The web app allows you to filter activities by product line, making it easier to see the most relevant items. As new events are added to the schedule, the calendar updates automatically to include sessions, dates, and times. For consistency displayed times will automatically adjust based on your time zone. The calendar is built using the standard iCalendar format, so you can automatically integrate the calendar data directly in Outlook and Thunderbird. Follow the instructions below to set up your integration and take advantage. Click the image to visit the app Calendar Integration Go to the calendar link here. Follow the instructions on the page to add the calendar to your email/calendar client. We've written a brief document detailing some of the features for the calendar. Visit Document 125716.1 to find out more.

See Upcoming Support Events with the Get Proactive Events Calendar Web application that automatically tracks Advisor Webcasts / newsletter releases / Support training events and also...

OpenWorld

The Support Stars Bar at Oracle OpenWorld - Live Help, Demos, and More From Some of Oracle's Best and Brightest

Come to the Oracle Support Stars Bar at Oracle OpenWorld and get the answers you need from Oracle Support experts—across all Oracle product lines. Visit us in Moscone West, Booth 3361 and learn about new features and tools that will help make your job simpler. Find Answers: Ask the Stars of Oracle Support your toughest questions. Win a Prize: Attend a 10-minute mini-briefing on a specialized topic for a chance to win. Get Proactive: Discover powerful new proactive support tools. Power Up: Maximize availability and performance with Advanced Customer Support. Stars Bar Hours Moscone West Exhibition Hall, Booth 3361 Monday, October 26: 10:15 a.m. to 6:00 p.m. PTTuesday, October 27: 10:15 a.m. to 6:00 p.m. PTWednesday, October 28: 10:15 a.m. to 4:15 p.m. PT See the current Stars Bar Mini-briefing Session Schedule here. Find AnswersOur product experts are here to help. We will have senior support engineers on hand spanning all major Oracle product areas, from systems and database products to middleware, applications, and Oracle Cloud. Get ProactiveDiscover powerful new proactive support tools, services and best practices to help you prevent problems, resolve issues more quickly, and upgrade more smoothly. Ask us about Oracle Platinum Services, Oracle Auto Service Request, Oracle Upgrade Advisors, the My Oracle Support Accreditation Program, and more. Win a PrizeWhile at the Stars Bar attend a 10-minute mini-briefing for your chance to win! The briefings cover a wide variety of topics, presenting valuable tips and best practices directly from Oracle Support experts. You are sure to leave with great ideas that will make your life easier and help you get the most from your Oracle products. Power UpTake your support to the next level. Stop by the Oracle Advanced Customer Support table where you can talk to experts about best practices and specialized services for your mission-critical environments.

Come to the Oracle Support Stars Bar at Oracle OpenWorld and get the answers you need from Oracle Support experts—across all Oracle product lines. Visit us in Moscone West, Booth 3361 and learn...

My Oracle Support User Experience

Top 5 Ways to Personalize My Oracle Support

Top 5 Ways to Personalize My Oracle Support It doesn't take long using My Oracle Support (MOS) to realize just how massive the pool of data underlying it all is—knowledge articles, patches and updates, advisories and security alerts, for every version of every Oracle product line. Take a minute and follow our Top 5 Ways to personalize My Oracle Support to better suit your workflow. 1. Customizing the Screen Panels One of the easiest personalization features is to adjust the panels displayed on a given page or tab. Nearly every activity tab allows you to reorganize, move, or even hide displayed panels on the screen using the Customize Page.... link in the top right area of the screen. When you click the link, the page will update and display a series of widgets on each panel, allowing you to customize the content. The wrench icon lets you customize the panel name, while the circular gear icon lets you move the panel within the column. The Add Content action displays a context-sensitive panel of new content areas that can be added to the column. 2. Enable PowerView The PowerView applet is one of the fastest ways to limit information displayed in MOS. PowerView filters information presented to you based on a products, support identifiers, or other custom filters you select. Once you've set up a PowerView filter set, any activities going forward—searches, patches and bugs, service requests (SRs)—will only appear if they are tied to your selected filters. To build a PowerView, click the PowerView icon in the upper-left area of the screen. To create the view, first select the primary filter criteria. "Support Identifier", "Product", and "Product Line" are common primary filters. Remember, the goal is to use PowerView to filter everything you see in MOS against the relevent contexts you establish. 3. Set Up SR Profiles This one's a bit trickier than the first two, but can be an enormous time-saver if you regularly enter service requests into MOS. Go to the Settings tab in MOS, and look for Service Request Profiles link on your left. In some casesyou may need to click the More... dropdown to find the Settings tab. In the profiles view you'll see any existing profiles and an action button to create a new profile. The goal for an SR profile is to streamline the process of creating an SR for a specific hardware or software product that you're responsible for managing. When creating an SR you'll select the pre-generated profile you created earlier, and MOS fills in the relevant details you input. 4. Enable Hot Topics Email Hot Topics Email is a second option available in the main MOS Settings tab. Hot Topics is an automated notification system that will alert you any time specified SRs, Knowledge Documents, or security notices are published or updated. There are dozens of options to choose from in setting up your alerts, based on product, Support Identifier (SI), content you've marked as as "Favorite", and more. See the video training "How to Use Hot Topics Email Notifications" (Document 793436.2) to get a better understanding of how to use this feature. 5. Enable Service Request Email Updates Back in the main MOS Settings tab, click the link for My Account on the left. This will take you to a general profile view of your MOS account. What we're looking for is a table cell in the Support Identifiers table at the top that reads SR Details. By checking this box, you are indicating that you want to be automatically notified via email any time a service request tied to the support identifier gets updated. The goal behind this is to stay abreast of any changes to SRs for the chosen support identifier. You don't have to keep "checking in" or wait for an Oracle Support engineer to reach out to you when progress is made on SRs. If a Support engineer requests additional information on a particular configuration, for example, that would be conveyed in the SR Email Update sent to you. The trick is to be judicious using this setting. My Oracle Support could quickly inundate you with SR details notices if there are lots of active SRs tied to the support identifier(s), so this may not be desirable in some cases. Conclusion With these five options enabled, you've started tailoring your My Oracle Support experience to better streamline your workflow, and keep the most relevant, up-to-date information in front of you. Give them a whirl, and let us know how it goes!

Top 5 Ways to Personalize My Oracle SupportIt doesn't take long using My Oracle Support (MOS) to realize just how massive the pool of data underlying it all is—knowledge articles, patches and...

Patching

Best Practices for Using My Oracle Support to Find the Patches You Need

Benefits Overview: Help save time and improve your effectiveness in finding patches that you need. Learn about product specific best practices for patching and upgrading. Avoid issues by staying current on your Oracle products and applying critical fixes. 1. Review Oracle Support Lifecycle Advisors for patching and upgrading best practices View Oracle Support Lifecycle Advisors (Document ID 250.2) to learn about best practices for patching and upgrading the Oracle products you own. 2. Use the Patch Simple Search when you know the Patch ID 3. Use the Patch Advanced Search to search based on a product and releaseInclude additional filters to find Oracle recommended patches and to filter by platform or other attributes. 4. Use the Patch Related Activity region to find recently viewed or downloaded patches 5. Download the latest Critical Patch Updates and Security Alerts Oracle strongly recommends staying current with the latest Critical Patch Updates and Security Alerts. Critical Patch Updates are collections of security fixes for Oracle products and are released quarterly. Security Alerts are issued for vulnerability fixes deemed too critical to wait for distribution in the next Critical Patch Update. The latest information is always available from the "Critical Patch Updates and Security Alerts" link on the Patching Quick Links region. 6. For more information on searching for patches View My Oracle Support Patches and Updates How To (Document ID 1966784.2) for more information. Visit the My Oracle Support Community for a simple, easy way to ask a question without having to initiate a service request.

Benefits Overview: Help save time and improve your effectiveness in finding patches that you need. Learn about product specific best practices for patching and upgrading. Avoid issues by staying...

Configuration Management

Oracle Support Essentials Blog

Untitled Document Do not miss this opportunity to attend a live Training Event for My Oracle Support or Cloud Support Portal. Do you want to be more effective in using Cloud Support Portal or My Oracle Support? Then the My Oracle Support Essentials Live Webcast Series is for you. It covers the basics such as: An overview of the Cloud Support Portal, How to use My Oracle Support and Working effectively with Oracle Support. It also covers more detailed feature based topics such as How CUA’s can group users and assets to improve their efficiency when using My Oracle Support.The benefits of the MyOracle Support Essentials is the ability for you to engage directly with Supportsubject matter experts by asking questions in the live session. You can alsodownload and review PDF files for the session’s materials or make use of theaccompanying Oracle Support Training How-To video seriesDocument 603505.1 to rewatch specific examples in more detail. You can verify your knowledge after completing the Oracle Support Essentials series by undertaking the Oracle Support Accreditation Level 1 for My Oracle Support UsersDocument 1579751.1 CALL TO ACTION: • Never miss out on a session: View the scheduleDocument 1676694.1 and enroll for topics that interest you. Stay informed of new topics via an email notification process by clicking the star icon to mark this document as a favourite in My Oracle Support. Complete the notification process by turning on Hot-topics. For example click My Account > Hot Topics E-Mail and select notifications for your favourite documents. • Influence future topics by voting and supplying feedback via thecommunity poll. If your area of interest is not in the current schedule or listed in the poll, then add your topic as a comment and describe features or tasks you would like included in this series.

Do not miss this opportunity to attend a live Training Event for My Oracle Support or Cloud Support Portal. Do you want to be more effective in using Cloud Support Portal or My Oracle Support? Then the...

Configuration Management

Three Scenarios for Using Support Identifier Groups

div#mainColumn{overflow:visible;} Support Identifier Groups are a way to manage and organize hardware and software assets in the My Oracle Support (MOS) application. While many customers are already utilizing this feature, Oracle Portal Services has noticed there are still large swaths of customers who have not set up any SI groups, or who have set up SI groups but haven't added any assets to the groups to activate them. We've put together some quick examples to help Customer User Administrators, or CUAs, set up their Oracle support assets more functionally and logically. Watch the Video! Benefits of Support Identifier Groups (SIGs) Simpler, easier management of your Support Identifiers, hardware, and software assets. Logically organize by geography, asset, or role. Establish defaults so that future hardware and software assets get automatically added to your chosen support identifier. Improve service request (SR) visibility and simplify SR reporting. Streamline access to relevant support information. What's a Support Identifier? If you're new to My Oracle Support, an SI is an automatically-generated record "tag" that links purchased Oracle hardware or software to support resources. Large organizations might have dozens (or possibly hundreds) of SIs scattered across multiple lines of business and geographic areas. In order for a user to receive support on Oracle products—say a database admin or HR manager—they must be assigned to an active SI. An SI is "active" as long is it has 1) an asset assigned to it and 2) hasn't expired. Setting up Groups So how are SI groups different from a standard SI? From a functional standpoint they're identical; the difference is an SI "group" is one generated by a CUA, rather than one generated automatically by Oracle. Normally assets and users get assigned to whatever support identifier they happen to land in when a purchase is made. This can make it hard to keep track of where assets and assigned users reside—functionally, geographically, based on role, and so on. By creating their own SI groups, CUAs can organize assets and users as they see fit. To make the most of Support Identifier Groups, you will need to pre-plan how users and assets are best organized. Once defined you can set up your Groups, adding users and assets logically the way you needthem. Expanded SI Group In this scenario a group of CUAs might want to reorganize their current SIs to reflect specific projects or lines of business. When to Use Keep in mind that assets can reside in more than one SI at a time. The idea behind this scenario is to group assets according to specific projects or operations. An asset might be used for more than one project at a time; the goal is to organize them to make it easier to track. Consolidate SIs In this scenario, the CUAs have a batch of SIs with assets assigned and scattered all over the place. They want to move the assets from their current SIs, and organize them into new SI groups consolidated by location. When to Use Location-based operations are obviously good candidates; grouping by location makes it easy to chart how and where assets are being used. Consolidating SIs can also be useful if you have assets that are used exclusively by one group with little or no crossover between lines of business. Note that when you choose to remove all active assets from a current SI, that SI gets deactivated automatically. Any users assigned to a deactivated SI would need to be moved to one of the new SI groupings. Consolidating with a Default SIG This scenario is similar to the previous consolidation scenario; the main difference is that one of the new SI groups is set up as a default for all future purchases going forward. Note that all new hardware or software assets are automatically be assigned to the default going forward. When to Use This scenario is useful when you have a specific set of assets and users that are logically segregated from other operations, and you want to keep them separate. Often this might include assets used for specific operations, while the "default" group is for the primary workflow. Bottom Line When planned and managed properly, SI groups can help reduce time spent managing Oracle assets. Visit Document 1569482.2 for more information.

Support Identifier Groups are a way to manage and organize hardware and software assets in the My Oracle Support (MOS) application. While many customers are already utilizing this feature, Oracle...

General

Stay Up to Date with Key My Oracle Support Resources of Your Choice using Hot Topics

Hot Topics sends automated emails when a selected resource is added or updated, keeping you informed of changes. Resources available for Hot Topics updates include: knowledge documents, bugs, service requests, desupport notices, product newsletters, and field action bulletins. Notification of your favorite document is also available. Each Hot Topics email contains links to content that has changed based on your settings. You can choose the frequency of e-mail and select only the resources important and relevant to you. Along with Hot Topics you can opt to receive My Oracle Support Site Alerts. When enabled, this option informs you when a My Oracle Support outage is scheduled. Click to watch a video on using Hot Topics. To set up and enable Hot Topics E-mail: Go to the Settings tab in My Oracle Support and click Hot Topics E-mail. Select how often you want to receive emails and the content format (plain text or HTML). Make any selections in the Content to Include as desired. In the Selected Products section, click + Add then specify a product to monitor. Make other selections as required, then click Apply or OK. Note that if you click Apply, the Add Product window remains open so you can add additional products. To receive e-mail notifications about health recommendations, in the Health Recommendations section, select a recommendation category (Severity, Favorite Targets, By Support Identifier, or By Target Type). If you select By Target Type, click Add... then specify a target type to monitor. Make other selections as required, then click OK. To save changes to Hot Topics E-mail, click Apply at the bottom of the window. For more information about Hot Topics E-mail, see Knowledge Document 793436.1, "Use My Oracle Support Hot Topics Email to subscribe to Support Product News, SRs, Bugs, etc. and events so that you Never Miss an Important Update."

Hot Topics sends automated emails when a selected resource is added or updated, keeping you informed of changes. Resources available for Hot Topics updates include: knowledge documents, bugs, service...

General

Get Recognition for your Knowledge of My Oracle Support by Becoming a My Oracle Support Accredited User

.xContainer{width:99%;margin-left:auto;margin-right:auto;font-family:inherit;}.xContainer img{display:block;margin:0;padding:0;border:0;width:100%;}.xContainer .imgBox{margin:32px 0;width:100%;}.xContainer .imgStyle{border:1px solid #999;box-shadow:2px 2px 3px #bababa;}.xContainer .floatLeft{float:left;margin-right:20px;margin-bottom:12px;}.xContainer .floatRight{float:right;margin-left:20px;margin-bottom:12px;}.xContainer .oRed{color:#ff0000;}.xContainer .darkRed{color:#c00000;}.xContainer .bold{font-weight:bold;}.xContainer .italic{font-weight:italic;}.xContainer .underline{text-decoration:underline;}.xContainer .strikethrough{text-decoration:line-through;} Join us as part of our live Collaborate15 event. If you are attending the Oracle Application User's Group (OAUG) Collaborate15, use the event Scheduler to locate Accreditation sessions. Sessions are available for Oracle DB, Oracle E-Business Suite, JD Edwards, PeopleSoft and Primavera. Take the opportunity to attend expert Q&A sessions to learn more about the accreditation and ask questions; you can also attend the exam session to take your accreditation (Expert sessions are not replacements for the pre-training refresher videos. Oracle Support staff will be on hand to assist in the exam session—but they will not answer the questions in the exam.) Add sessions to your planner by entering the term Accreditation and click Search to locate them. You can refine your search further by selecting a date. What happens if I am not going to Collaborate15? Don't miss out—Join us virtually by doing the pre work and watching the Accreditation Series for My Oracle Support and the Level 2 Products you use. If anything is new to you, take time to deep dive by reviewing the online help or taking the additional how to training modules listed in Document 603505.1 Share your experience—via Twitter and include @myoraclesupport to share your success story. Join Us in the Accreditation Community—At times we will deconstruct questions similar to those in the exam, breaking down the purpose of the question and the answers the exam is looking for. Please note that posting exam questions in public forum is a violation of the Accreditation Program terms of use. The community is the place to post your questions about the exam itself—share us what you thought about the exam experience: Did you learn new Best Practices? Any issues printing your certificate? Did you vote in the Poll to have an Accreditation Community Badge?

Join us as part of our live Collaborate15 event. If you are attending the Oracle Application User's Group (OAUG) Collaborate15, use the event Scheduler to locate Accreditation sessions. Sessions are...

General

Benefit from Organizing Assets and Users with Support Identifier Groups

Customer User Administrators (CUAs) are often tasked with managing employee access to Oracle support resources. Oracle uses Support Identifiers (SIs) to help CUAs identify which employees need access to support, and the available resources when they do. If you have support users scattered across a large geographic area, or have to manage dozens (or possibly hundreds) of software and hardware assets, use Support Identifier Groups (SIGs) to simplify the process of giving your users access to support resources. SIGs can help you align privileges and service request flows to specific projects, locations, or assets. To make the most of Support Identifier Groups, you will need to pre-plan how users and assets are best organized. Once defined you can set up your Groups, adding users and assets logically the way you need them. When your organization purchases new hardware or software assets (with an associated new SI), these can automatically be assigned to a default SIG that you establish. NOTE: Be aware that the Default SI will apply to all new assets in all new orders across your Account/Organization.  Simple. Easy. Maintainable. Visit the Support Identifier Groups Information Center to learn more, view videos and instructions on how to get started, and best practices.

Customer User Administrators (CUAs) are often tasked with managing employee access to Oracle support resources. Oracle uses Support Identifiers(SIs) to help CUAs identify which employees need access...

My Oracle Support Community

New Rewards and Recognition Program for Oracle Community

Community Rewards and Recognition in 15.1 .mainContainer{max-width:680px;min-width:320px;margin:1px auto;font-family:Arial,Helvetica,sans-serif;}.mainContainer p {padding: 0;}.mainContainer a {color: #ff0000;text-decoration: underline;}.mainContainer td{padding:5px;border-collapse:collapse;font-family:Arial,Helvetica,sans-serif;} New Community Rewards and Recognition Program: Building Better Content and Engagement Click the image for more details From a simple leaderboard written on a whiteboard to the sophisticated stats tracking of Oracle Fusion CRM, we are surrounded daily by "gamification" concepts. In competitive games and sports, comparing stats against opponents and peers is all part of the fun. Organized chess play has long had an intricate rankings systems based on match performance. And how many of you are right now slipping in a quick peek at Words With Friends or Clash of Clans? (Tip: don't answer that.) Gamification in Business "Gamification" has been something of a corporate buzzword for several years now. At its simplest it is a set of management tools designed to encourage employee and customer behaviors that add business value—but do it in a way that feels natural, intuitive, and fun. It integrates the dynamics of games—scorekeeping, reward feedback, missions and goals—to an existing process or system by motivating member participation, engagement and loyalty. Oracle Community - 15.1 Rewards and Recognition Update The Oracle Community platform uses a gamification system designed to: Broaden scope of knowledge (breadth and depth) Encourage participation by rewarding users for completing mission-based goals and objectivesRecognize users when they add quality content Make it easier for other participants to find and evaluate highly rated content The New Program The 15.1 release enhanced the existing system by adding new user "levels," visual perks, badges, and achievements. It gives participants a more flexible, fun way to share knowledge and work within in the community. Benefits Learn More Great support communities derive the most value from the contributions of its users. The enhanced Rewards and Recognition program, makes it easier to recognize quality contributions and increases the value of the community for all involved. If you're an Oracle customer or employee, we highly recommend checking out the new program. Resources Register for an Advisor Webcast to see how the changes improve the community. Watch a video to see what's new: Part 1 - Overview of the New Program Part 2 - Snap Demo of the Features in Action If a video link does not play on first click, refresh the newly-opened browser page. Comments and Feedback We'd love to hear from you about the new program! If you're an Oracle customer, give us a heads up in the Community discussion thread. If you're an Oracle employee, make your voice heard in the MOS Community employee feedback site, with the category: Gamification. -The Oracle Community Team

New Community Rewards and Recognition Program:Building Better Content and Engagement Click the image for more details From a simple leaderboard written on a whiteboard to the sophisticated stats...

Knowledge Base

What Are SI Groups and How Can They Help a Customer User Administrator (CUA)?

MOS Oracle Support Blog If you are an administrator for your organization's Oracle software and systems, you may have been tasked with managing your employees' access to My Oracle Support, the central support hub for all of your Oracle products. Each user that accesses My Oracle Support has an assigned Support Identifier (SI) that links him or her to a particular piece of Oracle hardware or software. Support Identifiers define the resources available to users when they access My Oracle Support. However, suppose your My Oracle Support users are scattered across a broad geographic area, or you have numerous Support Identifiers referencing dozens (or possibly hundreds) of software and hardware assets. Mapping users to the correct Support Identifier can become time consuming, especially if you need to align privileges and service request flows to specific projects, locations, or assets. Support Identifier Groups (SIGs) simplify this process by allowing Customer User Administrators (CUAs) to group common SIs together. This makes it dramatically easier to group users at a common location, or who work on a common software or hardware asset. To use the new Support Identifier Groups, you will need to pre-plan how users and assets are best organized. Once defined you can set up SI Groups in My Oracle Support, adding users and assets logically the way you need them. Simple. Easy. Maintainable. When your organization adds new hardware or software (with an associated new SI), you can automatically re-assign them to a designated default group. New assets added to a default SI Group are immediately available to the group's associated users; you do not have to setup or re-approve users you have already assigned. Learn more about SI Groups and how they can help you.

If you are an administrator for your organization's Oracle software and systems, you may have been tasked with managing your employees' access to My Oracle Support, the central support hub for all of...

General

Support Identifier Groups Give You Control

Untitled Document Many customers want to control, manage, and organize their Contacts, Support Identifiers (SIs), and Assets to align with their business model. Support Identifier Groups offer the power and ability to expand or reduce the number of SI Groups. You now control the creation and maintenance of these customized SI Groups through the Customer User Administrator (CUA) role. SI Groups give you greater flexibility in managing your Assets and Activities within My Oracle Support. Customizing the Support Identifier Groups empowers you to assign groupings that align with your business. Examples of groupings you might consider are: Locations Data centers Support centers Regions Type Hardware assets Software licenses Both Users Business division Projects Access / control Skills and responsibilities Your own logical grouping You can find more details and a video on Support Identifier Groups in the knowledge base. Watch this short video to get started. Update: Attend a live Get Proactive Essentials session, Using Support Identifier Groups, on Tuesday May 13. Get more details and enroll. Note: This functionality is optional. If you are happy with how hardware assets and software licenses are grouped today, you can continue using your existing SIs with no changes.

Many customers want to control, manage, and organize their Contacts, Support Identifiers (SIs), and Assets to align with their business model. Support Identifier Groups offer the power and ability to...

General

New Features Available in My Oracle Support

Untitled Document We upgraded My Oracle Support over the weekend of April 4, 2014.This upgrade brings changes to help you work more effectively with Oracle Support. The new features include: Oracle Support Chat for Existing SRs—new chat feature enabling Oracle Support engineers to contact you instantly on line to discuss an open Service Request (SR). You control the access; mark yourself available to allow a chat session. View this brief video to learn more. Knowledge Tab—more intuitive user interface makes it easier to see search results from different sources, expand search results, or view product hierarchy and further refine searches by product. In addition, if you have Japanese, Korean, or Chinese set as your preferred language, you can quickly toggle between that language and English documents. Learn more. Patches and Updates Tab—new link added to provide quick access to quarterly Critical Patch Update (CPU) information and Security Alerts. Certifications—enhanced to allow for more complex certification structures. Customer User Administration (CUA)—ability to send an email to the CUA (with a message), requesting approval for the Support Identifier. A CUA can now set a termination date for registered users, which triggers an automated email notification to the user regarding the termination before expiration. Support Identifier Groups—usability and UI improvements. Can automatically copy technical contacts when assets are moved (reduces rework or process mistakes). A message added to Mass Upload function better explains what is happening to the user(s). View this brief video to learn more. Cloud Support Portal—ability to view escalation status, comprehensive help content added to assist users with feature and functionality questions, and new alert to complete additional questions that may expedite issue resolution. For additional details, view the Release Notes and also see the User Resource Center's Discover New Features tab for the latest My Oracle Support Training available for new features.

We upgraded My Oracle Support over the weekend of April 4, 2014. This upgrade brings changes to help you work more effectively with Oracle Support. The new features include: Oracle Support Chat for...

ORAchk Health Checks for the Oracle Stack

ORAchk includes EXAchk’s functionality and replaces the popular RACcheck tool, extending the coverage based on prioritization of top issues reported by users, to proactively scan for known problems within: E-Business Suite Financials Accounts Payables Oracle Database Sun Systems ORAchk features: Proactively scans for the most impactful known problems across your entire Engineered System as well as various layers of your stack Simplifies and streamlines how to investigate and analyze which known issues present a risk to you Lightweight tool runs within your environment; no data will be sent to Oracle High level reports show your system health risks with the ability to drill down into specific problems and understand their resolutions Can be configured to send email notifications when it detects problems Collection Manager, a companion Application Express web app, provides a single dashboard view of collections across your entire enterprise ORAchk will expand in the future with more high impact checks in existing and additional product areas. If you have particular checks or product areas you would like to see covered, please post suggestions in the ORAchk community thread accessed from the support tab on the document below. For more details about ORAchk see Document 1268927.1

ORAchk includes EXAchk’s functionality and replaces the popular RACcheck tool, extending the coverage based on prioritization of top issues reported by users, to proactively scan for known problems...

UI

Sneak Peeks for My Oracle Support User Experience at OpenWorld... Sign up!

Do you want to get asneak peek at some new designs for My Oracle Support? Will you be at OracleOpenWorld? The User Experience Team for My Oracle Support (MOS) will beat OpenWorld. They’ll be talking to customers and gathering feedback on some oftheir latest designs for upcoming releases. Don’t miss the opportunity toinfluence My Oracle Support! (We can't promise when we will deliver stuff, but we can promise to work on it and include your feedback!) What type of usersare we looking for? It’s simple. We need MOS users. It doesn’t matter if you area MOS guru or a MOS newbie, if you use MOS everyday or a couple times a month. When do I need toparticipate? What do I need to do? Sessions will be held Monday, September 23rd throughWednesday, September 25th. Each session is one hour long at OpenWorld (exact location will be provided). Participants will need to sign up well ahead of time, viathis form. Participants’companies will have to sign a Customer or Partner Participation ConfidentialityAgreement (CPCA or PPCA) if one is not already on file. I want toparticipate, but I can’t do this one My Oracle Support User Experience Team does usability testing regularly,so we’re always interested in getting more users on our list of people to call. How do I get on thelist? If you want to join our user list for future tests, please emailuser researcher, Chad Sampanes (chad.sampanes@oracle.com). We hope to see you at Oracle OpenWorld in San Francisco!

Do you want to get a sneak peek at some new designs for My Oracle Support? Will you be at Oracle OpenWorld? The User Experience Team for My Oracle Support (MOS) will beat OpenWorld. They’ll be talking...

Configuration Management

How to Score Customer Feedback/Bugs and Stores (for Agile)

I am sure some of you are doing Agile Scrum to manage your own software development. We do this as well for My Oracle Support Development. In the past I have talked about user research and touched on how we score issues we find or want to address. I thought in the spirit of the Agile world I would elaborate on this. Here is the question... How do I order my stories and bugs in way that is repeatable and consistent with being Agile?  How do you decide what stories to do first? What order should I fix bugs vs. do new features and enhancements? My answer is that you score them. Scoring is more powerful than just an order and allows for a natural sort order (supporting the concept of doing "the most important" stories first, from the customers perspective). Scores can be compared between teams and in SAFe for getting stories that other teams need to complete for you, into a fair and manageable order (or at least to have the discussion). Whatever is "most important" is ranked first and should be done first. We do this rank ordering by scoring each item. Then the highest scores for features or bugs go first. This is more repeatable than just "moving things around" in your Agile tracking tool till it looks right. See what you think... How to Score Items First let me tell you about the wrong way... Look at your list and see which ones you (as a Product Owner) think should be done first, maybe the ones where you know the developers can do it quickly. The right way: Use an "unbiased" method to put the items in order using a three step rating system. This score could be generated by you or someone else. You do this by answering the following questions How Many Users Does it Impact (3 - All, 2 - Some, 1 - A few or a Limited User Role) How Often Does it Occur (3 - All of the Time, 2 - Some of the Time, 1 - Infrequently)How Bad is the Problem (4 - Severe, 3 - Critical, 2 - Important, 1 - Minor Importance) Take the "score" from each item and multiple it together (3x2x2=12). Now order your stores by the score. As new stories come in, score them. They will naturally fall into the right order. How to Score Consistently By learning some simple rules, two independent people with a common understanding of the scores should be able to score the same item the same way. But just like playing "Poker" to come up with development time estimates for stories, there can be differences. Let someone else score the same story and if they come up with a different score, discuss why. Nine times out of ten you can easily resolve the difference and come to a common agreement. If you don't, use the higher score of the rating. Why? Because if there is confusion about the scope of the problem, you are likely underestimating it anyway. Scope rarely shrinks over time, so go conservative. How Many Users Does it Impact How Many Users Does it Impact (3 - All, 2 - Some, 1 - A few or a Limited User Role) This score has to be done based on the total number of customers for the product. it canNOT be the number of people who use the specific feature in question. That is "everyone" signs in. So no question about rating something to do with Sign In a "3", but only a very limited number of people customize their home page. So something to do with that would be a "1". You can't change the scope and say, "well WITHIN the people who customize, ALL of them will use this feature". It doesn't work that way. You are trying to create a score that can be measured against other stories. So, one can easily see where the most good would come out of applying resources. Examples of 3's for My Oracle Support (the product I spend most of my time thinking about) Sign In Issues on the Landing Page Searching Knowledge (because "everyone" does this) Viewing Trouble Tickets (we call them Service Requests or "SRs") My Settings Examples of 2's Advanced Filters in Tables Editing SRs Creating SRs Creating On Demand RFCs (Request for Change to our on-demand serice) SR Profiles ("templates" used to file SRs) Examples of 1's Customizing a Region Approve User (to access content) Help Link in a Feature used by a small audience So you can see, it is sort of a the top 20% of use are 3's, the middle 80% are 2's and the bottom 20% are 1's. How Often Does it Occur How Often Does it Occur (3 - All of the Time, 2 - Some of the Time, 1 - Infrequently) If every time you come here, the problem exists, it is easy to make this a "3". If it only happens in a specific mode or state (say when someone does a complex filter on a table THEN your region exhibits this problem), then it is a 2, and those annoying errors that pop-up rarely would be a "1". Of course, you have to judge if those "errors" are some of the time, or infrequent, because as you might expect when you multiply the values together multiplying by "1" doesn't do anything. ;-> So we do consider that "intermittent" errors that are difficult to reproduce, but you have personally seen them more than once would be a "2". Again you have some flexibility, but all of the time means all of the time, just use your judgement between 2's and 1's. I would say if it is less than 10% of the time, then it is a 1. Examples of 3's Every time you open a dialog box it is empty A typo would be "all of the time". A scroll bar always appears even when not needed or wanted Examples of 2's If your saved filter's name is too large then it truncates You get a time-out error after using the product for 10 minutes and clearly you have not timed-out (the time-out is say 4 hours) A dialog box appears off screen some of the time Examples of 1's An error appears rarely and you have no idea why. It only happened once that session and everything seems to be working When you save an SR profile, on rare occasions it will error out Every once in a while, I go "Back" in the setup wizard or flow and it forgets that I completed a step and shows the wrong state for the step-- Remember this is just frequency, don't get freaked out because some of these appear to be bad issues, we should catch that next... How Bad is the Problem How Bad is the Problem (4 - Severe, 3 - Critical, 2 - Important, 1 - Not Important) This is probably the easiest one for anyone to score. It is basically the inverse of Bug Severity. Likely you have something well understood in your organization. In our organization a true "Severity 1" issue doesn't come up that frequently. Severity 1 means "service down" - totally unavailable and no work around. We don't tend to see Sev 1's very often in development, because the code is not in production and the system is not down. But from a usability perspective, if I can't complete the task that is a usability "Sev 1" and thus is worth a score of 4. Likely these are just bugs. We have a long list of definitions of Prioritization of Bugs. I have this printed out by my desk so if I forget. We have a category one down from a "Sev 1" called a Sev 2 Showstopper. That too would get scored a 4. You might already have a well tuned definition of what is in each severity in your organization, I would use that. But here are a few examples I would share. 4- Severe ("Sev 1" or P2 Showstoppers in my world) ADA: Major Accessibility issues, including missing labels, non-standard abbreviations, using only color to distinguish UI elements, etc. (These would be flagged as P1s by ADALint) NLS: Missing msg files causing pages not to render; garbled error msgs, can't translate the string Help doesn't come up Performance Issues (beyond our stated level of service) 3- Critical (typically a P2 in a bug system) UI: A significant percentage of users would need assistance to complete the task UI: Context lost during workflow UI: Typos Scalability issues (such as using a shuttle when it's likely that there will be thousands of elements) User isn't prevented from making a serious mistake. 2- Important (P3's) UI: A large number of users would need assistance to complete the task Hard to understand concepts UI: Layout is confusing. UI: Incorrect page header UI: Incorrect breadcrumbs (may be a P2 if severe because the user may lose context) UI: Incorrect time format UI: Grammatical errors 1- Minor Importance (P4s) UI: Minor inconsistencies (like button order, using Delete instead of Remove, using OK instead of Continue, missing units after numbers even if the value is obvious) UI: Incorrect usage of blank table cells versus N/A or unavailable. Examples of Scoring Sample (Real) Issue # Users Bad Often Total Dev 1. The Browser Back button does not take you "Back" 3 4 3 36 H 2. Text: "Run" should be called "Search" in toolbar 3 2 3 18 VL 3. Can't submit a search by pressing return in a field 3 2 3 18 L 4. Vertical Scroll bar is missing from Patch Recommendations 2 3 3 18 M 5. "Enterprise Patch Recommendations" is confusing term 2 2 3 12 VL 6. Deploy column (in Patch Plans) is not sorting correctly 2 2 3 12 M 7. No way to select all language packs you need for an EBS patch 2 2 3 12 M 8. Download Text and number should align correctly 3 1 3 9 VL 9. Download Trend for Patch Downloads has no labels 2 2 2 8 L 10. Task Region cannot be dragged onto the screen when empty 1 2 3 6 M Some discussion of this can be found in the Blog post. How to use this in your Agile tool to Show the Rankings of Scores Most tools can expose additional fields or columns. Typically you might have a Development Priority drop menu (1 to 4 is typical). This is similar. I like to expose all 4 fields (the three scores and then the final score to sort by). This allows for discussion to validate the assumptions made. Like I said, you might have slight disagreements, and this brings it into the open to clarify. Expect to be able to use this to drive the sort order for your stories and bugs, so that the sprint teams, release management and your customers can see how and why this order exists. Transparency is best here. Why do to this and not "more"? Of course, you can go "all the way" and create a score so complex that no-one would really understand the difference between something with a score of "2032" and "2840". I know a system that has 17 factors, adds and subtracts based on who is escalating the issue (a VP escalating the issue is worth more than if I do it), how old the issue is, when it was filed, and its severity among the many factors. I just find that (and I would suspect some simple research into this would confirm) that mortals like me would have no chance in getting a good feel for working with the output of a score based on 17 factors. So I will approach this as a "Keep it Simple" method. And it is true that this simple score will not differentiate enough when you have 20 stories all with a score of 12. Clearly you might want to either include more rules for ranking these scored items (a 12 that is for more customers (a 3 on that scale) is higher than a 12 coming from a worse bug that is for few customers (a 2). You decide. But the more complexity you add the more difficult it is to understand and judge differences. And you have to decide if it worth the additional complexity, confusion and overhead. I am minimally advocating that you do NOT just rank stories and and nor just score arbitrarily. Use a method that is repeatable and even can be consistently applied from team to team. So when you aggregate your rankings or your backlog you are comparing apples to apples. Why have one Backlog for a Large Product? Clearly we have more than one backlog. The scrum team for the sprint as a backlog, so does the project, maybe the program and even the release. But effectively these are virtual and clearly tagging an item for a sprint doesn't mean you can't look at it in the context of all other backlog items. I am suggesting that a single large backlog is sometimes useful to get a few key metrics out of, if done right. In Agile at scale you are looking at different roll-ups of stories. At the Program level you are looking at features that decompose into stories. If the feature has a score of 36, it won't mean that all stories in that feature will have the same value. Clearly as you break it down, some of the stories are more important than others. The backlog at the Program or Product level might span say 30 or more teams, like it does for my organization. If a few of those teams represent 50% of the backlog (thinking now in terms of story points or work effort, not in terms of number of items), then maybe you should reconsider how you have allocated your teams. Looking at this Backlog across your teams and knowing the value completing those stories would bring to the customer helps you do this allocation. Cool! Looking at it another way... If you have one backlog, and use a scoring method, you can see how many "customer points" are being delivered by each team, compared to other teams. That is a team with 5 stories each with a score of 12, is delivering (5x12) 60 customer points in that sprint. While another team might be doing just three stories with scores of 36, 24, and 12, and thus delivering about the same (62 points) value to the customer. But even a team tackling 15 stories, if their summed value is 30, they are delivering 1/2 the value. Maybe a reallocation of teams to projects that have more customer points out there is warranted. This is not a challenge for a single sprint team working one list top down, but when doing Agile at Scale, one has to consider when to reallocate sprint resources to be the most effective.  This is the same argument we had about moving away from counting bugs. If you lived in most development organizations it was bugs that were counted and reported. A team with 50 bugs should not be compared to a team with 3 bugs on how quickly they fixed those bugs or if it was worth the time and energy. The team with 3 bugs might have been doing something far more valuable and even more costly (development cost) than the team who has 50 "easy" bugs to fix. For design, we look at customer points. For development, in Agile, we can look at Story Points, or level of effort in days. Then we can look at this single virtual backlog based on scores and learn something valuable. I might add, a backlog which is just ordered, is not as useful. We learned this in basis statistics. Ordinal numbers (1 comes before 2) are not as powerful and are not able to be given more thoughtful interpretation unless they are on an "interval" scale (where the difference between 2 numbers is of an equal interval). A score of 5 to 10 is effectively twice as important. But something just ranked 5th and 10th does not communicate this. Ten is at best 5 behind 5. That is, items 6, 7, 8 and 9 might have huge differences in value or might not. An interval scale explains this. A "score" is an interval scale. A ranking is not. This is why you now see College Football rankings also showing the points used to get that ranking. So now you know how far "behind" your team really is from the next spot up. How does this fit into Reinertsen's Weighted Shortest Job First (WSJF)? Primer (for those who have read this far and don't even know what I am talking about). Please see this short discussion, or read his amazing book (I am still working through it, but if you like numbers and methods, this is so the book for you...) - Reinertsen, Don. Principles of Product Development Flow: Second Generation Lean Product Development. Celeritas Publishing, 2009. Answer I have not flushed out an answer for this. But I am leaning towards my scoring as a proxy for his numerator (relating User|Business Value, Time Criticality and Risk Reduction|Opportunity Enablement Value). With his use of a fibonacci type number and adding, there is more breadth in his scale. Likewise once divided it by job size it creates more spread. But my focus is on the requirements side, hence the numerator. I let development decide the denominator. I am considering (and, you the reader) might want to weigh in, if I should weight my values more. Right now a Sev 1 is worth 4 points, only 33% more than a Sev 2 at 3 point, and only 50% more than a Sev 1 at 2 points. How I "Invented" This I did not. I took this from a ranking method provided to me by Philip Haine, now at Success Factors, many years ago. And I also know that he got it from another well known UX expert. So it has been around the block a few times. I am just saying that this model can also be applied to Agile Scrum to help us all keep our Backlogs in priority order without resorting to magic. Resources – General:ScalingSoftware Agilityand LeanStartup – AgileExperience Design: A Digital Designer's Guide to Agile, Lean, and Continuous(Voices That Matter) _ ThePrinciples of Product Development Flow: Second Generation Lean ProductDevelopment Enjoy!

I am sure some of you are doing Agile Scrum to manage your own software development. We do this as well for My Oracle Support Development. In the past I have talked about user research and touched on...

Configuration Management

OpenWorld Approaching... A few opportunities to share your needs with Oracle

At OpenWorld from Monday the 1st to Wed. the 3rd. The My Oracle Support and Enterprise Manager user research team will be in action.  If you are someone who does patching, edits configurations, or uses either MOS configuration management (the collector) OR Enterprise Manager configuration compare or search, we have a treat for you!  Come give us your feedback on how you do your tasks, what needs you have, and how we can do better in this space. We will be doing this during OOW, but an OOW badge is not required to participate.  OR If you are someone who downloads large amounts of software (say, the entire EBS stack) and wants to understand how one customize a "recommended" stack of software for yourself, or your customers, let us know!  We have a study looking at how to create, customize and download all of the software needed for an installation. This will be done after OOW via webconference, so customers from anywhere in the world can participate. We want to hear from you, so we can get this right! E-mail us directly at emui-feedback@oracle.com - or leave a comment with your email, so we can get your feedback into one or both of these two discussions. Hope you can participate!

At OpenWorld from Monday the 1st to Wed. the 3rd. The My Oracle Support and Enterprise Manager user research team will be in action.  If you are someone who does patching, edits configurations, or uses...

Configuration Management

MOS Users Get OFF Internet Explorer 6... Now

My Oracle Support has been messaging since January 2012 that IE 6 will no longer supported. With the release of the new HTML portal, the countdown will begin shortly to remove the Flash interface. Thus, you need to upgrade your browser.  Supported Browsers You can use the following browsers to access My Oracle Support: Internet Explorer 7 and higher - Download Site Mozilla Firefox 3 and higher - Download Site Chrome 5 and higher - Download Site Safari 4 and higher - Download Site For our Japanese, Chinese and Korean Customers... My Oracle Supportには、IE6はサポートされなくなったことが1月以来、メッセージングされています。新しいHTMLポータルのリリースでは、カウントダウンがFlashのインターフェイスを削除するには、まもなく開始されます。したがって、ブラウザをアップグレードする必要があります。 サポートされるブラウザあなたは、My Oracle Supportにアクセスするには、次のブラウザを使用することができます。 Internet Explorer 7と高い - ダウンロードサイト Mozilla Firefoxの3以上 - ダウンロードサイト Chrome クロム5以上 - ダウンロードサイト Safari 4の、より高い - ダウンロードサイト My Oracle Support的1月以来消息IE6将不再支持。发布新的HTML门户,不久将开始倒计时删除闪存接口。因此,您需要升级您的浏览器。 支持的浏览器您可以使用以下浏览器访问My Oracle Support的: Internet Explorer 7和更高 - 下载网站 Mozilla的Firefox 3和更高 - 下载网站 Chrome 浏览器5和更高 - 下载网站 Safari 4和更高 - 下载网站 마이 오라클 서포트는 IE 6가 더 이상 지원되지 않는 것입니다 월부터 메시징되었습니다.새로운 HTML 포털의 출시로 카운트 다운 플래시 인터페이스를 제거하려면 곧 시작됩니다. 따라서 브라우저를 업그레이 드해야합니다. 지원되는 브라우저 당신은 나의 오라클 지원에 액세스하려면 다음 브라우저를 사용할 수 있습니다 : 인터넷 익스플로러 7 이상 - 다운로드 사이트 모질라 파이어 폭스 3와 높은 - 다운로드 사이트 크롬 5 이상 - 다운로드 사이트 사파리 4와 높은 - 다운로드 사이트

My Oracle Support has been messaging since January 2012 that IE 6 will no longer supported. With the release of the new HTML portal, the countdown will begin shortly to remove the Flash interface....

My Oracle Support Community

Does the MOS UI looks crazy? How to fix this right now.

Some customers have experienced an issue with the "Accessibility" option has been set in their settings, which for someone who is not Blind and using a screen reader would drive you crazy to use.  We are working to change this setting to "off" for these customers, but in the meantime you can fix this yourself very quickly. [[ Watch the Video to Explain the Issue and How to Fix it in 30 seconds ]] If you page looks like this, you have this setting ON. And this will make it really difficult to navigate using your mouse. The page should look like this. Notice the "More..." menu which you didn't see before. So you need to navigate to the Settings > Personalization page and turn OFF (uncheck) this box and "Apply Changes". So to do this you need to use the TAB key on your keyboard. From the Dashboard, even though you can't see or access the Settings tab you can get to it. Click tab while your cursor is in the browser window. Continue clicking tab till you tab to the "Tab Bar" - and you will cycle past Dashboard, Service Requests, etc... until the tab bar wraps around to the "Settings" tab. Press Enter If you are not on the Personalization page you can choose it from the list on the left. Now you should be able to use your mouse to uncheck the Accessibility setting and click "Apply Changes" You are set! Now the UI should work and look much better. You can post any comments or issues here. Hope this helps! And we will rush to get this fixed. If you INTENTIONALLY have the Accessibility setting checked, you will need to check this again after we reset this. AND we very much want to hear from you to get your specific feedback about the accessibility of My Oracle Support. Drop us a note on this Blog and we will contact you. Thanks and sorry for this problem.

Some customers have experienced an issue with the "Accessibility" option has been set in their settings, which for someone who is not Blind and using a screen reader would drive you crazy to use.  We...

Knowledge Base

MOS 6.2 (KM) Release

I've been keeping an eye on the feedback on the recent My Oracle Support and Mobile My Oracle Support 6.2;always interesting and as always, the feedback is appreciated.Some topics that I came across in my area (Knowledge Management and Mobile platform)A common feedback is that search returns results for many different products Well, Oracle has quite a few products. Making sure that the product context is set correctly is important for search relevancy; it's one of the determining factors.The good news is that there are quite a few different options to do thatNew Browse Knowledge region on the dashboard: with 6.2 we introduced a new region on the dashboard/landing page. It allows you to pre-filter your search with product,task and release or version. It also gives you quick access to the relevant Information Centers. I can recommend the use of this region and its search: setting the product context, and potentially task and release/version can make a world of difference in searching the knowledge base. The region is on the page by default but sometimes requires some scrolling to see. I would advise people to drag this region up to the 2nd or 1st place in the 2nd column. If the region is not showing for you, have a look at 'Customize Page". PowerViews: these are site-wide filters, taking in a list of products, product lines, configs or even Support IDs, configuring these will limit the search results corresponding to the filter criteria. For example; if you are an Oracle DBA mainly focussing on the database and Enterprise Manager, or you are a Sun Hardware person, then this option is for you. You can set this option and never will be bothered by search results from other product areas. And, the PowerView selection sticks across logins, so next time you sign in, the PowerView is still active. Facet Refinements: When you search, e.g. performance, you have the refinements facet appearing on the left hand side, these allow you to refine your search results. You can refine by source, products, version/release (if you are at product level), Task/document type, Updated date.  This is a good option when you don't want to use the PowerView because you typically search the Knowledge Base from time to time for different products. You can define multiple PowerViews and saved them, and quickly switch in between them. Some reports around seeing results on topics that you don't want to see If refinements or product filtering doesn't help, you always can use the exclusion in Advanced Search "But without these words". You can do the same by using the following syntax. in the search bar e.g. database -performance will return all the documents with the word database but without the word performance. Opening a knowledge document in a new tab is not working (well) this should work, either when you right click with the mouse on the link to the document and "Open in new window" or when viewing a document, click the little icon "Open document in new window" in the upper right corner of the document view, next to the printer document. If there is a use case that doesn't work for you, provide me the details (step by step, browser, ...) Spaces in search are replaced with %I'm unfortenately not aware of any use case where this happens, any specifics or use case would be appreciated.  Let us know if you have any issues...

I've been keeping an eye on the feedback on the recent My Oracle Support and Mobile My Oracle Support 6.2;always interesting and as always, the feedback is appreciated. Some topics that I came across...

General

Mobile My Oracle Support is all New for July 2012 Release

You can sign into Mobile My Oracle Support at http://support.oracle.mobi to find a lot more functionality than before… General Improvements Improved look and feel, more optimized for mobile users Several performance improvements Inactivity time-out extended to 30 minutes Revised help documentation (English, Simplified Chinese, Korean, Japanese) Personalization (Settings): Time Zone support to view Service Request and On Demand Change Request updates in your local time zone (auto detect or manual setting). Personalization (Settings): Display counts for Service Request and Administration sections (turned on by default) Knowledge Search over Knowledge Base and Bug database View inline pictures and document attachments View next and previous documents and bugs in search result list Access favorite documents and bugs (synchronized with the main portal) Access recent knowledge searches and mostrecently viewed documents and bugs (synchronized with the main portal) Service Request Improved look and feel for SR search results View and Update ‘Contact Us’ Service Requests Note: Creating new service requests is only supported from the main portal. User Administration (Only for Support ID Administrators) Approve or Deny pending user requests to use your Support ID. On Demand Change Requests (Only for On Demand Customers) List your Ready to Schedule, All Open and Closed Change Requests View the Change Request Overview and details (activities) Update, Cancel your Change Request or change the Change Request’s primary contact Request Approval for your Change Request Note: Creating new Change Requests is only supported on the main portal. Reference material Documentation English: http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MBMOS Simplified Chinese: http://www.oracle.com/pls/topic/lookup?ctx=mos_zh&id=MBMOS Korean: http://www.oracle.com/pls/topic/lookup?ctx=mos_ko&id=MBMOS Japanese: http://www.oracle.com/pls/topic/lookup?ctx=mos_ja&id=MBMOS FAQ //cdn.app.compendium.com/uploads/user/e7c690e8-6ff9-102a-ac6d-e4aebca50425/f4a5b21d-66fa-4885-92bf-c4e81c06d916/File/a0c8c89a43a4bb0b53c65f756e00e54a/mobile_faq.html https://support.oracle.com/epmos/faces/ui/km/DocContentDisplay.jspx?id=1359527.1 The new home page Searching knowledge User Administration Screens Settings Page On Demand Change Requests

You can sign into Mobile My Oracle Support at http://support.oracle.mobi to find a lot more functionality than before… General Improvements Improved look and feel, more optimized for mobile users Several...

Service Requests

Major Update for Service Request for Mobile

Updates to Mobile My Oracle Support Welcome to the newest release of MOS Mobile! It is available starting Jan 28th,2012 at support.oracle.mobi What is New? Lots more fixes and features around Service Request (SR). We havetried to fix and improve everything we have heard from customers, so keep thefeedback coming! The FAQ is also updated.  Here is a demo video of the user experience. In the meantime, rest assured we are working on NEW featuresas well, all based on customer feedback. Items like administration (approvingrequests), knowledge (searching for articles, bugs and more), and even OnDemand (viewing and managing RFCs). We will get these features to you as soonas we can. For now, lets review some key changes. Bugs Fixed Wrapping, you should now not have an issue withthe SR details being too wide for the screen. Signin, fixed issues with customers who hadOnDemand accounts which have an “&” in the name. (We still don't do RFCs... yet) Better labeling Improved accessibility and support for screenreader on the iPhone Android’s “Back” button, now correctly goes back(Sorry about that one!) Many other “little” bugs Enhancements for SR Mark and Unmark SRs as Favorites Share URLS of SRs Add an Alternative Contact for an SR (and beable to search for names) Choose a user (and use search, if needed) whencreating an SR search Support for Hardware SRs; shows service address,view field service notes Better design for “Show More…” SRs and “ReadFull Update” when an SR update is long Highlight severity 1 and 2 SRs Better design for how we show SRs requiring yourattention or your teams attention Improved support for large number of SupportIdentifiers (CSIs) when creating searches Showing the time of an update (but it is only in Central Time Zone at the moment) New Features View attached Articles or file attachments (jpg,pdf, txt, etc…) – but one note, if you view an image, you can’t zoom. We areworking to fix that. View Articles and Bugs referenced in ServiceRequests (if someone recommends to read “Article 250.1” in the SR you can clickthe link and read it, share it or print it. Close SRs Re-open closed SRs “Real” Support for the Native iPhone App (coming real soon) Attach images to SRs (from your phone’s libraryor take a picture of a screen) Native headers and support for all four My Oracle Support languages Toolbar-based navigation Native menus Please note the website does NOT remember your name andpassword, but your phone CAN remember it. It is up to you to set that up. Butwe have a blog post on how to do remember your password. Here is what it looks like when you set the feature on an iPhone to remember your password, and the new SR screen showing the new features, and how attachments are now viewable. And here is how you see "Documents" or "Bugs" as links, so you can view them. You can't zoom the document, just scroll. We are going to add that next. But you can copy the URL, view it, even print if you have set up your phone for that. Give it a try and tell us what you think.

Updates to Mobile My Oracle Support Welcome to the newest release of MOS Mobile! It is available starting Jan 28th, 2012 at support.oracle.mobi What is New? Lots more fixes and features around Service...

Configuration Management

What is next in MOS Mobile?

MOS Mobile has been out for about a month. We found some bugs and we have them fixed (waiting to release the fixes). We think most folks found out about MOS Mobile from the banner on the sign in page. In the meantime you have asked for a few features and new services. Great!  We are working on Knowledge and have heard from a bunch of folks about RFCs (for On Demand customers). Sounds good! We are meeting with those teams to get those services available to you. Sorry no dates, but starting meetings this week.   And for those who say that we don't support rotation. Can you send me an email with some screen shots? Our app does support rotation to the wide-screen view. Just make sure your rotation button (like on the iPhone) is unlocked and that other websites rotate just fine. If that is the case, email me so I can figure out what the problem is with our app, so we can fix it. A few folks have reported this and then basically said "never mind". so I am hoping it is just the locked orientation button (double click the iPhone button, scroll all the way to the left and and make sure the icon to the left of the play icons does NOT have the lock on it. Tip of the Day:  Did you know your iPhone (and other phones) can save the credentials so you don't have to sign in every time? I can't tell you to do this, but if you have a passcode on your phone already you might be allowed to do this. Your call. If you save your credentials, even if you timeout, or haven't been to MOS all week, your credentials will be ready to go. Check it out on your phone! For iPhone - http://www.ehow.com/how_5300235_turn-iphone-autofill.html Blackberry and Android also have stored password apps. We are not in that business, so I don't want to suggest any, but feel free to post a comment with a suggestion. On Android (for my Samsung) - I installed the Oracle app 1.3.5. Swipped the toolbar over to "Support" and was able to sign in AND have the device remember my password. Cool... Continue to give us feedback and ideas for features! Thanks

MOS Mobile has been out for about a month. We found some bugs and we have them fixed (waiting to release the fixes). We think most folks found out about MOS Mobile from the banner on the sign in page. I...

UI

Mobile Clients for My Oracle Support

Mobile Access to My Oracle Support... Options Thank you for your interest in mobile!  We appreciate your business, and very much want to provide you access to what you need and when you need it. See What is New for 2012 in MOS Mobile  The My Oracle Support provides three options for access. Point any modern browser (on a phone or not!) to https://support.oracle.mobi Download a Native App on your platform (Hint: "Support" is on page two of the main screen in Version 2.0. ;-<) Apple iPhone Version 2.0.11 (the app is called "Oracle") - Visit the Apple Store Android -(Version 1.3.5 opens Support via link on top toolbar, swipe all the way to the left) View available app in the Android Store Blackberry and others - investigating. Learn More... Use your high-resolution tablet to https://support.oracle.mobi - the ipad is not yet supported on the main sites. Resources you might find useful Read about our plans for the product, but as of right now the app is focused on viewing and updating customer's technical service requests. More to come later and where we plan to be at OpenWorld 2012. Read on... Our Frequently Asked Questions serves as the help for mobile. Screen Shots Here is the iPhone App... Once in the app you go to "Support" and then you can sign in. We are working on fixing the "double" back arrow model. (FIXED 2.0.11 is in the apple store). In addition the SR number looks like a phone number to the app. (also FIXED!) Here is the browser solution. We recommend using the "Back" button in our application, it will work faster and easier than using the Browsers back button at the bottom of the page.

Mobile Access to My Oracle Support... Options Thank you for your interest in mobile!  We appreciate your business, and very much want to provide you access to what you need and when you need it. See What...

UI

My Oracle Support Mobile is Live!

Regular blog followers will know that we’ve been working ona mobile solution for My Oracle Support – well, it’s here - try http://support.oracle.mobi!You are the FIRST to know. Shortly we will have it posted. You’ll need to sign inwith your regular My Oracle Support "SSO" user name and password, and then you should begood to go. Had authentication issues? We investigated and got the correct ports open. Please clear your browser and try now! It is just the basics! This is the first version of the My Oracle Supportmobile solution, so it doesn’t have all the bells and whistles yet. Thisrelease allows you to perform the tasks that are the most common for ourcustomers and that we think will provide the most immediate value – namelychecking up on the status of your service requests and adding updates. We’ll be including more functionality over the coming months– and welcome your feedback on the features you’d like to see most. In themeantime, if you get to the mobile site and really want the fill HTML version click the "Full Site" link before you sign in to switch over. But I need some help... Try the FAQ first...  My Oracle Support Mobile is pretty straightforward to use,however if you’re running into difficulties or would simply like to offerfeedback, please let us know by emailing emui-feedback_us@oracle.com or byusing the ‘Give Feedback’ link within My Oracle Support Mobile. The more inputreceived, the better! Learn more about My Oracle Support Mobile by attending theupcoming Oracle OpenWorld conference andby visiting us at OpenWorld. We hope you enjoy this latest addition to the MyOracle Support platform. We have a LOT more planned for Mobile, so chime in on YOUR needs... At OpenWorld? The mobile development team will be at OpenWorld and would love to hear from you directly. We will be conducting usability sessions Monday to Wednesday and you could join us there, if you have some time (room to be posted). If you want to schedule time, we can do that too. Send us an email at emui-feedback_us@oracle.com I will be there presenting at a few sessions and I hope to touch on Mobile. As other Mobile folks give me their schedules or booths I will post it here... Wednesday, 11:45 AM, Moscone South - 309Make Upgrades Uneventful with Oracle Enterprise Manager and My Oracle Support (13785) Wednesday, 01:15 PM, Moscone South - 104Oracle Database Patching: No Pain, More Gain (13482) (I will be doing some patching demos...) Thursday, 01:30 PM, Moscone South - 102My Oracle Support: Latest Features, Enhancements, and Oracle Configuration Manager Deployment (8169) - I will be there to listen to April Sims if I can, but my session conflicts... Maybe you will see a demo here. Thursday, 01:30 PM, Moscone South - 30924/7 Help Is One Click Away with Oracle Enterprise Manager and My Oracle Support (13790) - I will be talking about how EM and MOS work together. Want to talk for a minute about mobile...  Booth... What's New in My Oracle Support - (Moscone South, Left - SL-028)

Regular blog followers will know that we’ve been working on a mobile solution for My Oracle Support – well, it’s here - try http://support.oracle.mobi!You are the FIRST to know. Shortly we will have...

site basics

Video Vignettes for My Oracle Support: Featuring user-driven innovations

My Oracle Support: Featuring user-driven innovations - New Videos Posted Aug 2014! Updated Aug 1,2014. The HTML Transition is now complete...  So all of the old videos (that apply to the Flash UI) are now moot, although the concepts are still valid, if you want some background, the UI will be slightly different. Here are new videos for the HTML and Mobile user experiences. Learn what's new and start saving time today. This page is effectively "dead", a few videos are still valid, as shown below. I have added the new (Aug 2014) overview demo.You can also use the Feedback link inside of My Oracle Support. There are also leader lead classes, and even sessions in other languages. Those posted here are only in English right now. Most are closed captioned for the hearing impaired. My Oracle Support A Quick Overview (New for Aug, 2014) - Miriam takes us through the basics of MOS. She covers a lot of ground for those who are new. This IS be the ONE video to watch! Introduction to the new Certify Search UPDATED (July 2012 - Still a good one - Aug '14!) for the new content, features and changes... This 6 minute video is of a live demo - no PowerPoint slides! Check the certify blog to know what content is in Certify (not all products are available in Certify) Let us know your comments! This video is closed captioned. MOS Mobile We only have one video right now, but a new one is on the way. This one shows the basics of Viewing and Updating Service Requests Still a good one - Aug '14! But a new one is coming covering all of the great new features of MOS Mobile. Learn about what is new in Mobile, if you like. MOS Flash (phased out, ALL are no longer applicable to the HTML UI) Overview of My Oracle Support (with an emphasis on migration of Sun customers)This 6 minute video is of a live demo. It provides just the basics for a first time user of My Oracle Support. It has an emphasis on those who are coming from Sun support. Registering for My Oracle Support (including Sun customers)This 8 minute video is of a live demo. Although registration doesn't require much explanation, it goes into "Support Identifiers" which is how you gain access to features and services. It has an emphasis on those who are coming from Sun support. Registration and Account Administration (with an emphasis on migration of Sun customers)This 15 minute video is of a live demo. Learn how registration works for My Oracle Support with an emphasis on how the administrator at your organization handles setting and approving access for others in your organization. It has a focus on understanding Support Identifiers, getting approval to access, and administration of permissions. We also include getting access with Sun contracts and serial numbers. Introduction to the new Health Recommendations features (July 21, 2011) John covers how to get the most out of the Health Recommendations and customizing the experience (including how to get email alerts for hot issues or your key systems!). This feature is based on using the collector to upload configuration information to My Oracle Support. There are lots of other advantages to doing that, but for this video we focus on the use of Health Checks.  Introduction to the new Certify Search UPDATED (July 2011) for the new content, features and changes... This 6 minute video is of a live demo - no PowerPoint slides! Check the certify blog to know what content is in Certify. Not everything is there yet! Let us know your comments!(Version Subtitled in Japanese - 日本語の字幕付きバージョン) Certifications Searching - Advanced UsesThis 6 minute video is a live demo - no PowerPoint slides! Although there is not much to talk about in advanced training, we think some tips and tricks might be helpful, so here they are. Upgrade PlannerThis 8 minute video of the real software contains no PowerPoint slides. It covers the forthcoming feature to help customers plan an upgrade from one software release to another. Let us know what you think! Upgrade Planner - Advanced UsesThis 10 minute video of the real software contains no PowerPoint slides. It covers upgrades which would require merge patches, patches which need to be requested and more details on how to access the upgrade planner and some tips and tricks. Let us know what you think! "Sun" Auto Service Requests A quick (3 minute) introduction (not demo) of the ASR process for Hardware (Sun) customers. It explains how it works and the basic value of this cool feature. If you want the long and detailed explanation you can try this video. Most PopularThese videos address frequently asked questions and are among our most watched. How do I Install configuration managerLearn the most efficient way to install Oracle Configuration Manager (OCM) in your environment to receive the full value from your support experience. Accurate as of Oct 2010. Why use configuration manager?Learn which features require users to download, install and use Oracle Configuration Manager (OCM), and whether these use cases are right for you. Creating a Service RequestReview methods for creating a Service Request, the features of each step, and what to expect if you save drafts or file the Service Request (does not cover Sun "Hardware" service requests, this will be covered in another session). Dashboard CustomizationKey ways to customize your experience by creating a tailored view of your Oracle support data. This video is applicable for customers with and without Oracle Configuration Manager (OCM) in use. PowerViewTailor your searches so you see only results relevant to your environment. Power View is especially useful for customers with large numbers of Support Identifiers and collectors. SearchingTips and tricks for getting the most out of Knowledge searching, refining searches, and advanced searches. Useful for all users. Mostly accurate, could use a refresh (Oct, 2010) ReportingLearn about the Inventory report and its many features. This demo is for customers using Oracle Configuration Manager (OCM).

My Oracle Support: Featuring user-driven innovations - New Videos Posted Aug 2014! Updated Aug 1,2014. The HTML Transition is now complete...  So all of the old videos (that apply to the Flash UI) are...

UI

Finding Sun Patches in My Oracle Support

I know there are other sources for this, but I wanted to make a really simple post on how to find Firmware, OS Patches, etc... See the Sun Blog Post for more details.But here it is with images.My example is "I need all of the firmware patches for my 4170 and 4170M's. And I want only the most recent releases".In real time this takes about 30 seconds.1. Go to Patches & Updates Tab. 2. In Patch Search go to Product or Family (and if you removed this region from your screen use "Customize this Page..." to drag and drop it back on screen. 3. Type in PARTIAL text (like just 4170 to filter the list for everything that contains "4170") 4. Optionally, type a comma and do type ahead for a second product. Then choose the releases you want for each product. 5. Run the Search (for patches like this there is no reason to filter by Platform, so don't do anything. It is not like there is a 4170 patch for Windows, so don't bother) and see the results . Notice I am NOT clicking the Patch Name Link. I "shift-clicked" to select all of the patches. If you need to drill down into the patch fine, but you can read readme's (one at a time) or download all right from the results 6. Click the Download Button to show the files to download. You should use a download manager. Click each link to download (and yes we want to fix this so you can just click once, but that is another discussion). 7. Optional: Use the WGET Options link to get a WGET script to run from your Solaris box directly. 8. Optional: See your search is in "Recent" searches, you can run it again later or save it. Notice you can also copy the URL (share the search) to show someone else the same results from this search. 9. Tip 1: It remembers your last searches.... Once you enter products and releases the drop list remembers them for next time. 10. Tip 2: A nice filter is the "Updated" filter. So you can edit a search for products where the patches have been updated in the last 30 days (for example). Hope this helps!

I know there are other sources for this, but I wanted to make a really simple post on how to find Firmware, OS Patches, etc... See the Sun Blog Post for more details. But here it is with images.My...

UI

Latest PatchSet Redesign: Give us your feedback on Quick Links

Update!We are working on patch recommendation improvements and support for other features concerning patching of EBS/Fusion and the use of Enterprise Manager. We completed the survey, over 450 customers responded. We will look at sharing back some of the key findings with the community. You might have some insight to further our understanding of you, our customers. Thanks so much!---We are incorporating the latest patches pages (aka, "Quick Links") into the new My Oracle Support user interface. The Quick Links pages contain the latest patchsets/packs for E-Business Suite and Oracle Server/Tools products. You can get to this page from your Patches and Updates tab in My Oracle Support, and clicking on the "Latest" links in the "Patching Quick Links" region. (as shown below). We want to make it better, if you think it could be improved.This is ONLY to discuss the "Latest" Patch PAGES as shown below, NOT for the first region called "Patching Quick Links". Copy and paste these questions into a comment for this blog entry and use them as a guide to give us feedback. Feel free to forward to others on your team for their input. We are listening!1) How often do you use the Quick Links page (daily, weekly, monthly, rarely)?2) Do Quick Links help you do you job? Do you still need to add or refine the search after clicking a Quick Link?3) Could you briefly describe your last visit and use of these pages? Is there something it should be doing, but it doesn't?4) How many different products on a Quick Links page do you ever use (i.e., do you ignore most of them and find yourself using the same 3 or 4 all of the time)?5) Other feedback, or questions.Please note: We understand that you may have other feedback concerning My Oracle Support, but please focus your comments on THIS post to Quick Links.Thank you, Ajay and Richard

Update!We are working on patch recommendation improvements and support for other features concerning patching of EBS/Fusion and the use of Enterprise Manager. We completed the survey, over 450...

UI

Part Three: Special Areas of Feedback: Content, Quality, and Performance

Back to SummaryPart One: Gathering Feedback from Recent Usability Research and StudiesPart Two: Actual User FeedbackIn the previous post, we talked about general feedback to the product and showed examples of the feedback customers provided and how we worked to resolve those issues. In this part, I want to focus on a few key areas which get a lot of talk; Content, Quality, and Performance.Content IssuesContent is the information inside of My Oracle Support. It is the "text" of your Word Processing document, the image in your photo gallery and for My Oracle Support the knowledge-base, the questions asked in a Service Request, the health or patch recommendation and so on are content. It is not the user interface per se. My Oracle Support, the software relies on a variety of back-end services to provide this information. Let's talk about these content issues and what can be done to improve them.Content issues and bugs are super important, but they tend to not be something that the design or front-end development team can fix. They require many teams across Oracle, and tend to take a long time to fix compared to the fixes we can typically do in the UI or in the database. Content issues customers reported include; Knowledge returning poor results SR templates asking the same questions over (and over, and over) again Patch or Health Check recommendations not being correct The list of products is different when searching Knowledge, filing an SR,searching for a configuration, or finding a patch. Ouch! This is not an excuse. But the team I work with need to work with many other teams to resolve these issues. Darn right these issues need to be fixed! For example, tuning the knowledge engine behind the knowledge articles is a challenging task. And long-time Oracle customers probably got used to the old search results. The new engine does things differently, and it should be better for most searches. The knowledge team is dedicated to continuously improve the search and browse experience of our knowledge base. They continually mine the search logs to learn and identify ways to improve search.Tip: If you have trouble finding an article, is to go to the Knowledge page and use the product search in the top left. Once you have filtered down to the specific product, THEN type in a search in the search field in the middle of the screen to further refine your search. And try using the filters provided on the right side of the screen to also filter down to a manageable list. Now see if you can find your article. This product filter is also available from the Knowledge advanced search link to the right of the search field.There some usability issues with first time users of the knowledge search, especially with the use of facets (the drill down options on the right of the search). Some design improvements are being worked right now for an upcoming release in that area. Also look at the short training video on how to get the most out of the knowledge search available in the Video Training Blog entry.I know the knowledge team is constantly working to provide more precise results, faster queries, and improvements to the user interface. So continue to provide feedback. Tell them what you were trying to find and tell them about your search via the Feedback mechanism. This can help them improve the results from knowledge search. And when you can, try providing feedback on the articles you read. Recently viewed articles on the Knowledge page have a link to provide a review.I can attest that some issues in the Service Request templates are being fixed, but I think that the templates are the same coming from Classic MetaLink as they are in the new user interface, and they would need to be modified to take into account the new UI. This has not happened yet, which is partially why you see the same question being asked over and over again. I do know your complaints about the process being too long for "simple" problems, is being addressed. Patch and Health recommendations went through a big over-hall in early 2009 and that should have resulted in customers seeing much better results with less "silly" recommendations. Sometimes a recommendation is tagged for applying to say 30 or 40 releases of a Database, but gets "over-tagged". Then we wind up with a recommendation on one release which just doesn't make sense. Typically those should be fixed quickly, and I have noticed a large reduction in issues in that area in the last few months. If you find that a recommendation just doesn't make any sense on the system you are looking at, let us know! Improvements and fixes to the recommendation engine are done frequently.And finally my personal pet peeve is the naming of Oracle products. In one place you look for "Oracle Server - Enterprise Edition", in another "RDBMS Server", a third is "Oracle Database". So each part of My Oracle Support is asking you for the same product, but using different terminology. I am so sorry! In addition, when Oracle changes the product name you get stuck because even though you are on an "old" release which uses the old name, Oracle wants to refer to it by the new name, no matter what release. We saw this in early user testing and created an alias list. So that, you might type "Database" and our UI would find the product. We added aliases to E-Business Suite products (so you could type "GL" for General Ledger" and find that product). This shipped with the 3.0 release of My Oracle Support. And we are working for a release in the future to have this alias list used everywhere and base it on a single common table of product names. This feature is not available yet in the MetaLink3 (support.oracle.com) site and will not be available when the Oracle customer migration occurs in Nov '09. But we know this is an issue and are working to get all of the development and support teams to work from a single list of products. By the way Oracle has more than 5000 products, and with each new company we buy this list grows. We are also working on ways to hide the 95% of this which you don't want or typically need to see. If you have some thoughts on this, do post to the blog! We would love to talk about it.QualityWhat is quality to you? For me quality has many dimensions. Does the product crash? Run slow? Provide me accurate results? Can I do what I expect when I expect it?All of these probably matter to you, they certainly matter to our team. When doing usability research, or testing with early code, we tend to not deal with most quality issues, because we expect to fix them prior to production. And typically we are not running on the typical high-performance hardware, so it hard to gauge actual performance in the field. Like how fast a query returns. And even accurate results we don't necessarily catch in usability sessions. We might have just test or sample data, so again this type of information is not captured. So how do we capture this information? A special environment is setup to mimic real-world settings, but even then we don't always have the right data or real data in the environment. It is a combination of our quality engineers to find these issues. But even today we don't have all of the tests in place to verify every possible situation you would experience. Are you seeing a slow down when you PowerView, do a Group by, and then filter by name? Humm... sometimes we can only catch this on a case by case basis, so file a bug! But when it comes to user experience quality, we can find the issues typically in our tests. The real question comes, if we can fix them before you see them. Not everything you see goes through the same quality filters. Health Checks might be reviewed by one team, while the knowledge article about the issue and service request questions for that product are from two other teams. And sure enough all of these are for the same issue! So we do have some work to do to provide you a consistent, accurate and quality product. Inconsistency like this is a quality issue, a usability issue, and a problem worth solving. Performance IssuesI would guess we saved the most contentious issue for last. It is true there are places in My Oracle Support where performance is slow. And we have heard this loud and clear. Not all of the performance issues are from the use of Flash, but we are working them all, when possible. We have heard the following: Takes too long to load - get rid of the loading screen The dashboard comes up but then take a long time to load the content SR details load slowly Memory footprint of my browser grows and then slows the whole experience Delays when loading pages, PowerView, or other features The development team has looked for any and all solutions. Some of the solutions implemented or slated for releases include the following: Reducing the size of the initial download (deferring the loading of some data) Placing the application on edge servers to allow faster downloading across the Internet from non-US locations Doing more "just-in-time" and server-side queries Allowing collapsed regions to wait until opened to get data (deferred loading) Tuning queries to return data faster Compressing data across the data connection This is a true client application running in a browser. So once the application is loaded it should be very very fast. But when it has to wait on the back-end to return data, and sometimes we return a lot of data, you wait. It is a tough tradeoff. For example, if I took the Inventory report and made it non-interactive, it would be a lot faster. But then you would have to create a new report for the equivalent of every single click or drill down. When you have a 1000 or so collected systems (when using the collector) an interactive report like the one provided can answer tons of questions with only a click or two. But the cost is loading all of that data ahead of time. Maybe this is an ok tradeoff? But for a Service Request, it needs to load quickly... every time. Right? I can honestly say a lot of folks are working very hard to continue to improve performance. And even though the application is probably now at least 50% larger in features and size than at Oracle World last year, I think you will still see performance improvements in the upcoming releases. If you don't use a region, collapsing it will improve performance...You should notice some performance fixes right now if you have an account on support.oracle.com. For customers using metalink.oracle.com, these improvements should appear when your migration occurs in November. And one final thought. You might ask, well just do it in straight AJAX, that will solve the issues! I know, that was one of our thoughts too. But the testing matrix for AJAX is huge, and the javascript code can also be quite large to load, and in the end some of our biggest performance hits have nothing to do with the front-end technology per se, they have to do with how we access the content and how much context exists. A list of 5000 products is the same no matter what the technology. How and when we access it still needs to be addressed. Performance Test Go to the Dashboard and click Reload from the browser. How long did this take? Now collapse all of the regions on the screen so they are just one row tall. Now reload again. Did performance improve? How long does it take you to load the application for the first time from a browser where the application is not in your cache? Click on SR on the Dashboard. How long did it take to load? Click the "next" icon in the top right. How long for the second and third SR? Do tell, post to the Blog, let us know where you are from and how long it takes you. Inquiring minds do want to know!So, in conclusions; we hear you: Performance needs work. Content should be improved, the site should work with all browsers, and don't don't make customers "beta testers" with a buggy site. I don't like the idea of customers filing Service Requests because the Service Request system is not working! And we, everyone on the My Oracle Support team, is working to fix these issues. But don't be shy. Do provide that feedback. And if you can, when asked, do participate in feedback sessions or usability studies. I know I am listening and so are many folks on our team. I hope this series explained how we gather customer feedback, how we work to resolve the issues, what some or the key issues are, and what we are doing about it. Thanks for getting this far in the blog!

Back to Summary Part One: Gathering Feedback from Recent Usability Research and Studies Part Two: Actual User Feedback In the previous post, we talked about general feedback to the product and showed...

UI

Part Two: Actual User Feedback

Back to SummaryPart One: Gathering Feedback from Recent Usability Research and Studies In Part One I covered how we gathered feedback from customers for the new My Oracle Support. In this part, we will discuss the detailed results of those studies by looking at two studies we have done in the last year. One done last summer, which was a large study of twelve customers, covering basic navigation and usability. The second a detailed study of the design of the health check features found in production for former Metalink3 customers and coming soon for Oracle customers (November of 2009). In the first study, participants spent about an hour doing basic tasks mostly focused on SR creation in My Oracle Support. The problems and issues were documented by the usability tester and then reviewed and triaged by the team. Twelve customers participated. Each session was video recorded with their permission. The videos are used to both clarify issues and when filing a bug, a link to the video can be provided to the designer or developer to exactly see the issue. Results12 Customers88 Actionable Issues, by category: Create SR (42) General Issues (5)Delete, Saving, Breadcrumbs, Templates (4)Wizard: General Information Step (11)Wizard: Knowledge Step (5)Wizard : Upload (4)Wizard: Problem Details (7)Wizard: Product and Problem (2)Wizard: Review (4)View SR (15) Draft SRs (5)Knowledge (8)General Usability, Dashboard, Filtering, PowerView, Customize, Timezones, etc.. (15)Bug Region (3) For each of these issues, we cataloged how many of the customers experienced the problem during the session, and then rated the issues to help prioritize them. This was done in a spreadsheet and includes details of when the problem occurred, for who, and screen shots. Later bugs could be filed and pointing the developer to a link to the video to see for themselves the issue. Let's look at some examples of the issues found, that are fixed for the current or upcoming release. Issue Problem Design Solution / Notes MUST not allow you to leave SR without saving... Customer could lose work by navigating away without clicking Save Adding confirmation when user attempts to navigate away without saving (Working towards more "Auto - Save" functionality, so you never can lose work and don't need to remember to "Save", but this is still a work in progress) No way to delete draft SRs Allow the user more control to remove old draft's without going into the wizard Adding the Remove icon to the table "By System" text in Create SR flow is confusing Many customers do not know what we define as a System. They might confuse our Configuration Manager collected "System" with just the name of their "system". Redesigned AutoFill Region to reference "System/Configuration" - disabled when they do not have configurations Remember last 10 choices in Product Selector Difficult to find "your" product in the 1000's Oracle sells. So keeping track of ones I have used in the past help me find my content next time. Added Recently Used items to many drop lists and selectors for the 3.2.1 release for MetaLink3 customers (coming soon for Oracle customers). Product List, List of Platforms and Languages, etc... to all have a recently used list. Opening SR WAY TO SLOW!!! Large SRs were having trouble rendering in the History region. Multiple fixes were attempted, and some are still in the works to bring back the "bubble" view, to make it quicker to scan for what you say and what Oracle says. For now even large SRs should load fast in the History region. Double Scroll bars annoying Double scroll bars make it very difficult to view content. You have to play with each bar back and forth. Really annoying. Make sure that there are not two sets of scroll bars for regions which grow. Turn off the scroll policy of one of the items to allow it to grow to its natural size up to the full size of the window. Then let the scroll bar appear, as needed. Fixed in SR region, Attach SR Can't find the "Send" button Submitting an SR requires them Send it to Oracle. Button should be moved to bottom right position of the wizard and highlight the button. So from this study about 30% of the bugs are currently fixed in production releases. I highlight this study because this has a low fix rate. This is something we should work to fix in upcoming releases. While in the next study done for the Health Check area, 70 of the 72 issues were resolved prior to the first release of the Health Check user interface for the MetaLink3 users in August of 2009. Those results were interesting for a few reasons.The Health Check region for My Oracle Support was effectively designed starting with customer feedback. While the SR form has been around forever, Health Checks are reasonably new and don't have a lot of baggage associated with their design. So we went to about 6 customers without any concept of what we should build and asked them how they want health checks to work and what features would be useful to them. This eventually created a roadmap of features. We then took the key features and design a series of design ideas and floated those by customers. Here are some examples of the evolution of those screens over time. First this is the screen where we just mapped content up into three regions and called it a day. If you want to see details for a check, you have to click on the finding and go to another page. In this example, you can click on the bars and it will change the health checks shown below. This was a hack we did to help moving between Critical, Warning and Informational. Prior to that you had to return to the home page to change between Critical, Warning and Informational. Ouch! We heard a few key things which made it into the design showed below. This is the most recent release of Health Checks, but still not the end-state. Notice the ability to Suppress a check. This was one of the key communications. Customers wanted to suppress based on a variety of options. We currently allow for the three shown (the issue, an entire target, and an entire check). Some customers also want other ways of suppressing, but more options yields more complexity. So we started with the "big three". Notice also the ability to see the details of the check without navigating. This improves performance. You can also group by findings and multiple select rows and then suppress. Also notice it is clearer how to navigate to the different classes of checks. And a short cut to view any suppressed items. We also know we had issues with what to call the "Suppression" function (Hide?, Archive?, Put in Trash?), and did our best but also notice how we extended the Suppress menu with a Help link to "Learn about Suppression". So if you don't get it right away, you might explore and learn from the Help system. But we know we were not done. In other studies concerning Patch Recommendations we were asked to; bring the advances from the Patch Recommendation UI into Health Recommendations, and to further extend the features of Health Checks to support a broader array of checks, systems to check and features. Thus the future should see us handle larger numbers of checks for our biggest customers, view the check in more detail, provide feedback to Oracle and the Oracle community about their use of this check (or issues with the check) and other similar features we have now released for Patch Recommendations (sorry can't give you a timeline for this).Overall, we took in 72 customer issues. Each resulted in a design, assigned to developers and we fixed 70 of the issues prior to shipping the first release of this in Spring of 2009 for the customers on support.oracle.com (Nov 2009 for metalink.oracle.com customers). Try it out for yourself and see what you think. And in the meantime, take a look at an "idea" I am working on based on recent customer feedback. As with anything this is just a working concept. No guarantee it would ever be released... and I will let the picture do the talking... Want to get involved? Let us know via the Blog. So, this is a look into some of the feedback we have received for usability issues. We get more than we can discuss here. It hurts to hear complaints, but it worse to know we have issues. So do provide us feedback, this makes it easier to focus attention on fixing issues which you really want addressed. And one tip... Don't just tell us, "My Oracle Support is slow!", tell us what is slow and provide details, "When I load My Oracle Support via VPN from my office in China it takes 45 seconds before my dashboard comes up, and that is too slow!". Speaking of "slow", performance has been on our mind for a while. In Part Three I will cover some specific areas of special interest to customers, including Performance.Next: Part Three: Special Areas of Feedback: Content, Quality, and Performance

Back to Summary Part One: Gathering Feedback from Recent Usability Research and Studies In Part One I covered how we gathered feedback from customers for the new My Oracle Support. In this part, we...

Part One: Gathering Feedback from Recent Usability Research and Studies

Back to SummaryThe design team for My Oracle Support reaches out to customers with design issues and new designs on a regular basis. Of course, we only see a limited number of users during any testing or survey work despite the many tens of thousands of folks out there,. To help us understand a full range of customer requirements, we try to solicit input from a mix of customers: Large customers (those with dozens of Oracle administrators), small customers (even down to a shop with one or two Oracle administrators); educational, national and international businesses; customers who use the configuration manager, and those who do not. Till now, we have not focused on "new" My Oracle Support customers. Although, I think this would also yield interesting results. I won't try to define "administrators" here, but I suspect you are one if you use My Oracle Support. We interact with customers in a few different ways, and via these processes generate new designs, issue lists or requirements, which in turn are given to a UI designer (usually me) to design. We prioritize the features or changes and give them to development to implement. Not all changes go through designers. Some go directly to development. Sometimes that can be ok, but generally with design issues we try to follow one process.We gather the feedback in 3 basic ways: View your feedback from the site, from surveys, and from interviews. Generally all of these methods tend to result in additional e-mail, and sometimes we send customers prototype screenshots to check that we are doing the right thing. I am primarily going to cover the customer interviews in this post. But let me quickly address the other two feedback methods. FeedbackYour feedback via the UI (the link the top right corner) is reviewed, categorized, and makes its way into enhancement requests and bug fixes. The team that reviews them does a great job of reading and organizing all of your feedback. Here is a recent item, "Hi, after leaving My Oracle Support open over night (which of course I shouldn't have done in the first place), I got the error message "A server connection error occurred. IO Error Error #2032 Please try again later" I would have expected something like "You have been logged out due to inactivity" or the like. Can you please research/comment? Thanks"Well that particular comment is a good one, and one that is still relevant today--I am NOT a fan of the Error #2032. But try to figure out by reading the whole post why this is not a usability priority (and then post your thoughts on it!). About 150 of these feedback messages are received each week. Let me break down the recent feedback. User Administration issues (18.5%), General Usability issues (15%), Managing Service Requests (7%), Support Identifier issues (6%), Creating a Service Request (6%), "You stink" issues (6%) and other smaller areas of feedback. This covers features like adding new administrators, adding/removing permissions, search results quality, registration issues, general bugs and yes... performance. Performance is near and dear to a lot of people's hearts, and I think it was Dan Rosenberg who coined, "there is no such thing as a slow usable interface". So let me just say that performance is on everyone's mind, including the design team. We will cover performance issues in Part Three. Hopefully addressing customer complaints like this, "I have never used something so slow and it is extremely cumbersome to navigate. It takes forever for the main screen to load. I don't understand what could be going on in the background. As a DBA of 20 years, I can say without a doubt this will be the last time I look to your website for anything except the expected worse than normal, painful experience of creating a TAR in the new system." Ouch, but sometimes the truth hurts. But we do hear you and are working to improve performance and improve the ability to create a Service Request (a TAR, for you old timers).SurveysA variety of surveys are conducted including the usability survey which was linked from the Getting Started region (now available only from the sign-in page). I have also sent out other surveys to as many as 8000 participants covering issues like patch process, creation of patch plans and "carts" of patches, key feature needs and requirements, and general survey stuff like how many folks work on your team, etc... This information is used to help set priorities, define who our users are (you!) and what their typical roles and responsibilities are within their organizations. It is also a good place to find folks for our one-on-one interviews. These results get processed typically into high-level design goals and directions, aka, Improve SR Flow, Improve Help). Typically a survey uncovers very few specific issues.InterviewsWhen we interview customers, it typically follows a basic model. We spend half of the time listening to the customer about their needs. Typically this is specific to a single issue like patching, or providing proactive health checks. Then, depending on when we are speaking to the customer (early during requirements gathering, during design, or during early development), we show flow diagrams, mockups, or even some working code. With mockups or working code the customer drives the UI, and interacts with it. We tend to give little or no instruction or hints. We watch where and how the UI functions, where it breaks, or helps the customer. We typically do a final round of sessions with about 6 customers working with close to final code. While with early sessions were for formulating what we should build, in the later sessions we are focused on design issues of what we have built. If we find major missing functionality that typically goes into a bucket for future releases. Issues are found in a few ways; The customer explicitly tells us (i.e., "I don't know what 'Suppression' means") The customer implicitly tells us (we watch their cursor move around and around never landing on the button we think they should use, i.e., it is not obvious, in the right location or labeled correctly) The designer, a Product Manager, or developer makes a note of something they notice The product does something "silly", and we note it and work around it during the session. These issues can be at the highest level (are the concepts correct?), down to the nitty gritty (is the icon too small, poor grammar, or bad layout?). We document every issue and prioritize them with the Oracle support product managers. Let me tell you how I prioritize this feedback. I follow a model similar to something I learned from the great designer, Phil Haine. Although we have not applied this model directly, I use to do my own prioritization of bugs. Try this... Rank each usability issue by the follow questions and multiply the results together to get the UI score.How Many Users Does it Impact (3 - All, 2 - Some, 1 - A few or a Limited User Role)How Bad is the Problem (4 - Severe, 3 - Critical, 2 - Important, 1 - Not Important)How Often Does it Occur (3 - All of the Time, 2 - Some of the Time, 1 - Infrequently)I think you might find this interesting because it might help you realize how we have to determine what is best for everyone. For example, if you file a bug against the customer user administrator feature, you might consider it the most important, but there might be a bug in knowledge searching, and that could take priority based on this model (because more users are impacted more often).Let's take a look at some real bugs from customers and how this model helps us prioritize (and makes for a good conversation in our blog). I have already sorted them by most to least important, and have associated a development effort with each. The development effort is both for the design and development of the fix. "High" generally is something which requires many days to fix, maybe requiring multiple people and impacts more than just the user interface. Medium could require a day or more, while Low is typically a few hours' worth of work. Very Low (VH) is trivial to fix. This does not include QA time, changes to help or marketing materials. These are real issues found in the last release. Sample (Real) Issue # Users Bad Often Total Dev 1. The Browser Back button does not take you "Back" 3 4 3 36 H 2. Text: "Run" should be called "Search" in toolbar 3 2 3 18 VL 3. Can't submit a search by pressing return in a field 3 2 3 18 L 4. Vertical Scroll bar is missing from Patch Recommendations 2 3 3 18 M 5. "Enterprise Patch Recommendations" is confusing term 2 2 3 12 VL 6. Deploy column (in Patch Plans) is not sorting correctly 2 2 3 12 M 7. No way to select all language packs you need for an EBS patch 2 2 3 12 M 8. Download Text and number should align correctly 3 1 3 9 VL 9. Download Trend for Patch Downloads has no labels 2 2 2 8 L 10. Task Region cannot be dragged onto the screen when empty 1 2 3 6 M This list is just to give us a discussion point. In Part Two of this article, I will provide a richer set of feedback from customers and discuss how we resolve these issues.Let me explain some of these issues for those who don't want to wait till Part Three. And it makes the point of how we prioritize usability issues. Everyone uses the browser's Back button. So even as a flash "application" we saw ourselves and eventually customers blowing away the flash app and returning to their previous HTML page. So from the beginning we created markers that the browser would detect, so that Back would take the user back to the previous screen in our application. That is, going from the Dashboard to the Knowledge page and then 'Back' would return the user to the Dashboard. So fixing these issues has always been important. I think there are still places (like in the SR wizard, where going 'back' does not go back one step in the Wizard, but goes to the page before the Wizard) we need to fix that so that 'Back' always means back one page. We didn't provide a good answer to the back button question with pages like Knowledge where the search results morph into a master/detail view (with the list of articles on the left and the articles details on the right). This was done so you can quickly scan a large chunk of articles without excessive navigation. But then what does "Back" mean? One can click Article A, then B, then C without any other navigation. But what happens with "Back"? Should "Back" go back to Article B then A? Or should it go back to the full view of Articles? Let us know what you think (I have thoughts on this. ;->) So "Back" is at the top of our list and continues to be an issue as we develop new features. We haven't found a single solution which can fix this problem.One more example: the vertical scroll bar missing from a table. If you have a table with a lot of data you darn well need a scroll bar, right? So how can this not be a 4x3x3, a top priority? Because not all customers use the configuration manager, and not all targets have recommendations yet. So if you are an EBS user, or an organization that doesn't use configuration manager, you would not be impacted by this issue. So even though it is a real problem (one that is now fixed), it was not ranked at the top.You can also see that there is the factor of development effort. The closer we are to a release, the tougher it is to make big changes. Even as a designer I understand this. Making even late binding design changes can sometimes cause unintended consequences--Maybe we forgot about some error condition, or a set of permissions which could impact users. So we try to make sure that the bigger, more troubling important items get worked sooner in the development cycle. Towards the end of the cycle we can typically knock out the very low (VL) items with little impact. So the sooner we get customer feedback the more opportunity we have fix issues prior to shipping. So now you have some idea of how we go about the process of listening and cataloging issue. You probably want to know more about what we have heard from customers like you. We will cover that in Part Two. Stay tuned!P.S. Recall the Error #2032 error earlier in the post? Did you score it? I scored it at 2x2x1 because it happens when you leave you session overnight and it doesn't really do anything surprising (the session times out). But, duh, the message should be better and likely just return you to the sign in page to sign in again. And yes, that same error is a catch all for some other conditions; I am just talking about this one. I filed a bug to fix that. Thanks to the customer who filed it.Next: Part Two: Actual User FeedbackPart Three: Special Areas of Feedback: Content, Quality, and Performance

Back to Summary The design team for My Oracle Support reaches out to customers with design issues and new designs on a regular basis. Of course, we only see a limited number of users during any testing...

UI

Results from Recent Usability Research and Studies

SummaryCustomers have asked about how we deal with customer feedback. Customers who have participated in feedback sessions are especially interested in understanding how their feedback was incorporated into My Oracle Support. This series should answer that question for you. Thanks Charles for bugging me to put this out! The My Oracle Support design team reaches out to customers in a variety of ways. This includes one on one interviews, group meetings, user group sessions, reading feedback via the site, watching Oracle and other blogs or forums, and doing larger scale surveys. Via these processes we generate feature requests, bugs, or enhancements, which in turn are given to a designer to design. The most feedback comes from places like the Feedback form, but typically these are "bugs" (items which need to be fixed but do not require design consideration). The focus on this series is on design. What features do customers want? How do they want the features to work? Who will use the features and how often? And will the feature make sense for a new user and be efficient for an experienced user? Design is the process of understanding customer needs and providing a user experience which achieves customer needs and goals while focused on "ease of use". Design is not development. If one writes code to solve a problem it may or may not be "easy to use". Design generally puts more complexity into the code and the development process so that the user doesn't have to deal with the complexity. We are focused on understanding customer needs (we answer to the customer not to development) and how customer interacts with Oracle Support. So one can imagine that the time and energy to design something well takes more time up front, but would require less effort by development in the long run to "get it right" and provide the customer with what they need and want. Of course, we don't always get it right, so we iterate and refine until we do.A series of user research studies using one-on-one web conference sessions were conducted covering dozens of My Oracle Support customers. These sessions covered basic customer needs (how do you do your business), review of designs to cover those needs (typically screen shots), and up through the use of a demo by the customer, while myself and other watched and asked questions. All of these were done prior to the release of features. Up to this point, we have not yet conducted any in field testing of shipping products, other than the Service Request process, but more on that hairy issue, later!The results of these tests are written up into design briefs which are used to guide the design and development of the product. Part One will cover the details of how we gather this feedback. Part Two will go into the details of the feedback received. We recognize there are a variety of key issues which still remain in My Oracle Support. This will also be discussed in Part Three. And hopefully all of this will serve as a mechanism to get your input into the design process. I for one, listen to customer feedback and work very hard to make the feedback results appear in the product via improved usability and the introduction of important features.Part One: Gathering Feedback from Recent Usability Research and StudiesPart Two: Actual User FeedbackPart Three: Special Areas of Feedback: Content, Quality, and Performance

SummaryCustomers have asked about how we deal with customer feedback. Customers who have participated in feedback sessions are especially interested in understanding how their feedback was...

PeopleSoft, JDEdwards, Hyperion, Siebel Customer Feedback Needed

In my last post, Welcome to My Oracle Support, I asked you to give us some feedback on how it is going. Thank you for replying.Its been a little over one week since you have been up and running on the My Oracle Support portal and the Oracle product management team is busy prioritizing the next round of improvements, enhancements and new innovations to the platform. We want to give you the opportunity to help shape the future agenda. Give us some general feedback and suggestions for improvement that we will take very seriously and help us make My Oracle Support better for you. We greatly appreciate it if you could take a few minutes to consider the following five questions and post a comment. All feedback is welcome...please tell us about your experience with My Oracle Support. 1.How would you rate your overall user experience? a.Excellentb.Acceptable c.Poor 2.Are there areas of usage performance you would like to see improved?3.How is My Oracle Support search and knowledge management meeting, or failing to meet, your expectations and most important requirements? a.Are there search operations are you trying or wishing to perform that are not working for you?b.Please share your insight into opportunities and suggestions for improvement. 4.How is My Oracle Support service request management meeting, or failing to meet, your expectations and most important requirements? a.Are there service request management functions you are trying or wishing to perform that are not working for you?b.Please share your insight into opportunities and suggestions for improvement5.How is My Oracle Support configuration management meeting, or failing to meet, your expectations and most important requirements? a.Are there configuration management functions you are trying or wishing to perform that are not working for you?b.Please share your insight into opportunities and suggestions for improvement Thank you for engaging the My Oracle Support product management team in this important voice of the customer activity.

In my last post, Welcome to My Oracle Support, I asked you to give us some feedback on how it is going. Thank you for replying. Its been a little over one week since you have been up and running on...

Configuration Management

Mass deployment of the OCM collector

As I mentioned in a previous post, the brand-new OCM Companion Distribution is now available for download from My Oracle Support. One of the primary drivers for releasing this bundle is to make available a tool for mass deployment of the OCM collector software.One of the most common issues that we've heard from customers is that OCM is a great concept, but the effort required to roll it out on any kind of enterprise scale is a bit too much. Consequently lots of customers would end up using it on a very small scale, not expanding beyond the test and validation phases. The Mass Deployment tool that's part of the Companion Distribution changes the game: using it, there's no longer such a heavy effort required for individual deployment of multiple OCMs. Instead, you can create a list of all the Oracle Homes that you want to push OCM into, kick off the tool, and let it do all the work across the entire enterprise.Even better, the tool also has a status-checking mode. In other words, you can feed into it a list of homes and have it report back what the OCM situation is in each: these homes don't have OCM at all; these other homes have OCM software installed but unconfigured; this third set of homes have OCM up and running already (for example). Then you can take that output from the status mode and feed it back into the tool in deployment mode, instructing it to install plus configure the OCMs in the first category and configure those in the second category.Since this is our first OCM mass deployment release, I encourage all users to give us your feedback on what you think of it, any features you like or dislike or wish it had...

As I mentioned in a previous post, the brand-new OCM Companion Distribution is now available for download from My Oracle Support. One of the primary drivers for releasing this bundle is to make...

Service Requests

You want me to upload what with my Service Request?

Imagine: it’s Monday morning and you’ve barely had time to listen to your colleague go on about her amazing weekend when –suddenly- you realize something is wrong with the performance of the Oracle database that you’re in charge of monitoring. No big deal, you think to yourself: I’ll just go to Oracle’s Support website and log an SR to see what the deal is. But wait… after logging the SR and uploading the Automatic Workload Repository (AWR), Oracle is asking you to upload even more information (say, the OSWatcher for instance).Maybe you’re tired and confused at this point. Maybe you wished there were some way to get Oracle the information it asks for the first time you log the SR. Maybe you feel this is a waste of time OR… maybe, just maybe, this is no big deal at all and you proceed to upload the OSWatcher (or some other) data as requested.So, how would you really feel in this situation? How could Oracle make uploading information during SR creation easier and painless for you? How does the Oracle Configuration Manager tool help you do this (or what would you like it to do?)Let us know! As always we look forward to your responses…(PS: You can also checkout Note: 742215.1 on for additional help with uploading files with your SR)

Imagine: it’s Monday morning and you’ve barely had time to listen to your colleague go on about her amazing weekend when –suddenly- you realize something is wrong with the performance of the Oracle...

Favorites

"Bookmarks" in classic ML vs. "Favorites" in My Oracle Support

One of the frequent topics that we've heard raised is what's happened with MetaLink bookmarks. Were they transferred over? How have they changed? What's the deal?First of all, when we made the transition a week and a half ago, we migrated all existing bookmarks to become favorites in My Oracle Support. However, you should know that that was a one-time operation, so any new bookmarks that you may have created in the Classic UI after Sunday, September 21st won't show up as My Oracle Support favorites. Otherwise, why might the number of bookmarks from your Classic interface not match the number of favorites in the new UI? For one thing, any bookmarks that were pointing to deleted articles won't have been migrated; for another, the new interface allows many different types of favorites (Systems, Projects, Targets, SR, Articles, etc.) versus the flat list available in Classic. Also, we just finished implementing a fix for an issue that prevented some migrated bookmarks from showing correctly as favorites. So if you weren't seeing quite what you were expecting in your "Manage Favorites" window, you may want to check again now.Ideally, that should clarify some of the outstanding questions on what happened to your MetaLink bookmarks -- if there are still any issues that you run into, please let us know!

One of the frequent topics that we've heard raised is what's happened with MetaLink bookmarks. Were they transferred over? How have they changed? What's the deal? First of all, when we made the...

Flash vs. other interface technologies

Just FYI -- I'm going to try to get some posts up across the next few days to answer some of the questions that have been raised in the comments. We appreciate all the feedback, both positive and negative, believe me!The topic for this post: why did we choose to use a Flash-based interface as opposed to some other technologies that are out there? Truth be told, there were a lot of factors that went into the decision, and several options that we chose between. The primary consideration, though, was identifying a UI framework that would allow us to most fully implement our vision of a next-generation support interface. That meant features like customized dashboards, reloading live data without a full page refresh, dynamic charting, drag-and-drop, ability to personalize settings, etc. Basically, the minimum that we'd expect out of any "modern" web-based interface. Now, some other frameworks also would have allowed us to do some of this to varying extents: AJAX, ADF, other Oracle technologies, etc. But when it came down to it, Flash most closely matched what we were looking for. Not to mention the fact that while it required a bit of initial download overhead, subsequent data transfer was pretty minimal; and that what with the proliferation of sites like YouTube, embedded Flash content on ESPN.com and CNN.com, etc., it was a pretty widely-adopted and well understood technology.That said, we do realize that just because the majority of people use Flash, we can't stop supporting those who don't or can't use it (obviously!) That's the rationale behind keeping the "Classic MetaLink" version of the interface -- it's meant to be a seamless transition from MetaLink to My Oracle Support for the no-Flash crowd. So basically if you can't use Flash, there's no regression; but if you can, you can either stay on Classic or move ahead to the next-generation interface.Of course, as we continue to develop the support tools available to you, you'll likely see further interface tweaks and advancements, hopefully making it worth your while to use the new My Oracle Support. Stay tuned!

Just FYI -- I'm going to try to get some posts up across the next few days to answer some of the questions that have been raised in the comments. We appreciate all the feedback, both positive...

site basics

Introducing... My Oracle Support!

Coinciding with Oracle OpenWorld this week, we have a very exciting announcement to make: the next-generation platform for Oracle Support is now live! We've taken all of the functionality that was previously available in MetaLink, and embedded the configuration management capabilities of Software Configuration Manager directly into the process. The result is the brand new My Oracle Support portal, combining the best aspects of each to create a single interface to all of Oracle's support resources -- with configuration-based customization baked right in.So, what does this mean to you? If you were previously a user of Software Configuration Manager, with collector software deployed, you won't need to make any changes; it's just gotten easier for you, since the capabilities enabled by the collector software are now built into how you interact with Oracle Support.If you were a MetaLink user who hadn't tried out Software Configuration Manager, then we encourage you to take advantage of the personalized and proactive support capabilities in My Oracle Support by deploying the collector software. You can not only associate service requests with specific systems in your environment, but also receive tailored security and product health checks that identify problems and recommend fixes before the problems can actually affect your systemsEither way, we're very excited to roll out My Oracle Support. Taking full advantage of its capabilities can lead to some enormous benefits; we've seen among our customers results likeup to 40% faster problem resolutionup to 30% faster service request creationup to 25% of problems proactively avoidedup to 97% of issues resolved without even requiring a service request!Please enjoy the new interface, and take advantage of all of the available resources that can help you get started, including the FAQ, training videos, or other collateral found on the Collector tab. And let us know what you think of My Oracle Support!

Coinciding with Oracle OpenWorld this week, we have a very exciting announcement to make: the next-generation platform for Oracle Support is now live! We've taken all of the functionality that was...

Service Requests

Help us improve SCM

MetaLink Users: Do you use Software Configuration Manager (SCM)? If so, Oracle wants your help.We're working to improve the MetaLink user interface, and we want your feedback.Oracle would like to watch you online and listen to your comments as you:1. File a Service Request (SR), or2. Search the Knowledge BaseUsing these new features in the SCM tab of MetaLink.WHAT WE'D LIKE YOU TO DOa. The next time you file a SR or search knowledge from the SCM tab, call us (see CONTACTING US below).b. We'll set up a teleconference and web conference, to allow us to watch and listen.c. You'll talk about your thoughts as you progress through your work to file an SR or search knowledge.d. Answer a few questions when you're done.e. If you wish, we would also like to hear your thoughts on other parts of MetaLink.WHO MAY PARTICIPATESessions are open to all MetaLink users who use -- or are interested in using -- the SCM tab.You must have Adobe's free Flash player 9 installed and working on your browser.CONTACTING USCall Meadow Consulting to schedule an appointment, or just call when you're ready to start. See AVAILABLE TIMES below.If we don't answer your call immediately, leave a telephone number, email, or Yahoo IM where you can bereached and expect a return call within 30 minutes (usually less than 5 minutes). Yahoo IM: meadow_research@sbcglobal.net Email: meadow.consulting@gmail.com Phone: +1 (408) 786-5314 Skype: meadow.consultingAVAILABLE TIMES July 28 through August 12, 2008 6:00am - 8:30am PDT --> 3pm - 5:30pm CEST 10:00am - 2:00pm PDT --> 7pm - 11:00pm CEST 7:00pm - 11:00pm PDT --> 3am - 8:00am CESTPRIVACY NOTICEAll sessions will be recorded. Recordings will be available only to Oracle and Meadow Consulting. Meadow Consulting is an independent research company, hired by Oracle to conduct this research. All information is covered by a Non-Disclosure Agreement between Oracle and Meadow Consulting.Your honest inputs will go directly to the Oracle team working on these processes, and your participation will make a real difference in the future of MetaLink!

MetaLink Users: Do you use Software Configuration Manager (SCM)? If so, Oracle wants your help. We're working to improve the MetaLink user interface, and we want your feedback. Oracle would like to...

New version of SCM rolled out -- MetaLink users everywhere cheer!

We've heard your feedback and your requests, and spent countless hours designing, building, and testing, and the result is now live: welcome to the latest release of Software Configuration Manager!Like previous releases, this one takes features that you may have been used to using, and makes them easier to use and more integrated with your overall SCM experience.  The full functionality of both the Service Request and Knowledge sections of the "classic" MetaLink are now available as tabs in SCM -- but (hopefully!) with better usability, simpler, and more intuitive.  As an example, compare the "classic" method for creating a new SR to the new SR wizard now in SCM; I think you'll like what you see!But that's not all that's new; user thoughts and reactions have been coming to us through the &quot;Feedback&quot; link in the top corner of the dashboard, and we've been paying attention.  For instance, the user community has asked for a print-friendly view of data tables, which is now available from the "gear" menu of dashboard regions.  You've asked for the ability to view historical snapshots of how your targets were configured, and compare between different time points -- that's now available for all targets (either by drilling into a configuration's components, or directly via the brand new Targets region) .  And more -- just explore around and see.Please keep the feedback coming, both through SCM and through the blog.  And enjoy the newest SCM, which should make the support experience even that much better and easier to use.

We've heard your feedback and your requests, and spent countless hours designing, building, and testing, and the result is now live: welcome to the latest release of Software Configuration Manager!Like...

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