Friday Oct 09, 2015

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. PT
Tuesday, October 27: 10:15 a.m. to 6:00 p.m. PT
Wednesday, October 28: 10:15 a.m. to 4:15 p.m. PT

See the current Stars Bar Mini-briefing Session Schedule here.

Find Answers
Our 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 Proactive
Discover 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 Prize
While 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 Up
Take 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.

Friday Sep 18, 2015

How to View Field Service Task Information

If you have a Service Request (SR) that requires hardware replacement or a visit from a hardware support engineer, your SR will have "Field Service Tasks" associated with it. These tasks can be viewed in My Oracle Support as outlined below.

NOTE: If you have Services or MICROS products that require part replacement, you will need to switch to the My Oracle Support Portal to view the field tasks in the SR. (reference A).

1. In My Oracle Support, locate the SR region on the Dashboard or click the Service Request tab and locate your Service Request (reference B).

2. Open the desired Service Request, then click on the Field Service Tasks link (reference C) on the right hand side of the screen under the Summary section. A list of associated Tasks will display (reference D).

3. Click on the desired Task Number for details about that Task. The Task information is displayed and can be sorted using the Sort By drop down menu (reference E).

For additional tips on Service Request management view the My Oracle Support 'How-to' Series (Doc ID 1544005.2).

Tuesday Jul 28, 2015

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 cases you 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.


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!

Thursday Jul 23, 2015

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 release
Include 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

Tuesday Jul 07, 2015

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 My Oracle Support Essentials is the ability for you to engage directly with Support subject matter experts by asking questions in the live session. You can also download and review PDF files for the session’s materials or make use of the accompanying Oracle Support Training How-To video series Document 603505.1 to re watch 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 Users Document 1579751.1


Never miss out on a session: View the schedule Document 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 the community 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.


Wednesday Jul 01, 2015

Three Scenarios for Using Support Identifier Groups

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.

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 need them.

Make a Plans
Plan Steps
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.

Expanded SI
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.

Consolidated SI
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.

Consolidated SI with Default
Bottom Line

When planned and managed properly, SI groups can help reduce time spent managing Oracle assets. Visit Document 1569482.2 for more information.

Tuesday Jun 30, 2015

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:

  1. Go to the Settings tab in My Oracle Support and click Hot Topics E-mail.
  2. Select how often you want to receive emails and the content format (plain text or HTML).
  3. Make any selections in the Content to Include as desired.
  4. In the Selected Products section, click + Add then specify a product to monitor.
  5. 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.
  6. 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).
  7. If you select By Target Type, click Add... then specify a target type to monitor.
  8. Make other selections as required, then click OK.
  9. 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."

Monday May 11, 2015

Mobile My Oracle Support: Knowledge Search

Untitled Document


Search the knowledge base using simple or advanced search. Advanced search allows mobile users to customize and refine searches using these options:

Source - Select All Sources, Knowledge Base, Bug Database, Oracle System Handbook, or Knowledge Base Archive.

Product or Product Line - Filter either by product or product line.

Mobile users can share a document link or bug report link via email by selecting “Share” on a document or bug page.

Mobile users may tag a document or bug as a favorite in either the Mobile application or the My Oracle Support Portal. Users may also access a list of the most recently viewed documents or bugs. Review My Oracle Support How-to Series to use Mobile My Oracle Support (Document 1683083.2) for more information. Select the “Just the Facts” tab and choose “Searching for Content via Mobile MOS”.


Tuesday Apr 28, 2015

Is there a Support Blog for my product area?

Welcome to Support Blogs

To improve the timeliness of delivering technical insight, updates, and support news to you, many of the Oracle Product teams are moving from newsletters to blogs. You may access the Support Blogs directly, via the Support Product Index (Document 222.1), or by searching for Product Support Blogs in My Oracle Support. Subscribe to the blog posting to ensure you never miss an update. Watch this short video to see how.

Wednesday Apr 15, 2015

Mobile - Get Proactive!

Untitled Document


The Get Proactive option on your Mobile Landing Page offers solutions to help optimize your business. These resources can help keep your software and systems healthy, prevent problems, and keep your valuable resources focused on business goals. Use your mobile device to explore best practices, capabilities, and tools from Mobile My Oracle Support:

MOS Accreditation

Advisor Webcasts

Proactive Portfolio - Prevent, Resolve, and Upgrade themes for product areas

Blogs, Communities, Linkedin, and Twitter content


Review the following for more information:

Get Proactive video

Get Proactive Mobile Links




« November 2015