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My Oracle Support (MOS) Portal Blog Has Moved

Please Visit Us at Our New Location As of Friday, April 15, 2016, the MOS Portal blog has moved to a new location within My Oracle Support Communities. Come find us here, and be sure to bookmark the new page URL: https://community.oracle.com/community/support/support-blogs/my-oracle-support-mos-blog. Going forward please direct any comments and discussion to the new site. Comments left here in the future will not receive responses and will be discarded. Thank you, and we look...

Thursday, April 14, 2016 | Configuration Management | Read More

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 support experts. Collaborate with an extensive global peer group who share real-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...

Monday, April 4, 2016 | My Oracle Support Community | Read More

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....

Monday, March 21, 2016 | General | Read More

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...

Friday, February 26, 2016 | My Oracle Support User Experience | Read More

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...

Thursday, January 7, 2016 | Configuration Management | Read More

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...

Monday, November 30, 2015 | My Oracle Support User Experience | Read More

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...

Friday, October 9, 2015 | OpenWorld | Read More

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...

Friday, September 18, 2015 | Service Requests | Read More

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 PanelsOne of the easiest personalization features is to adjust the...

Tuesday, July 28, 2015 | My Oracle Support User Experience | Read More

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...

Thursday, July 23, 2015 | Patching | Read More

Oracle Support Essentials Blog

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...

Tuesday, July 7, 2015 | Configuration Management | Read More

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...

Wednesday, July 1, 2015 | Configuration Management | Read More

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...

Tuesday, June 30, 2015 | General | Read More

Mobile My Oracle Support: Knowledge Search

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...

Monday, May 11, 2015 | Configuration Management | Read More

Is there a Support Blog for my product area?

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.

Tuesday, April 28, 2015 | General | Read More

Mobile - Get Proactive!

https://blogs.oracle.com/supportportal/resource/Comms/skew.png align="left" alt="GPIcon" vspace="15" hspace="10" height="460" width="212" /> 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...

Wednesday, April 15, 2015 | General | Read More

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

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...

Tuesday, April 7, 2015 | General | Read More

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...

Tuesday, March 3, 2015 | General | Read More

Power Cord Replacement Notice (updated February 2015)

Power Cord Replacement Notice (Updated February 2015) Oracle published a Power Cord Replacement Notice to inform its customers that a small number of power cords from one specific manufacturer may develop a leakage current condition over an extended period of time (typically >4 years). If excessive enough, this leakage current could lead to a trip condition of the rack PDU or external circuit breaker. In a more severe case, there is the possibility of damage due to a thermal...

Thursday, February 26, 2015 | General | Read More

Mobile My Oracle Support: Learn More!

Mobile My Oracle Support (MMOS) allows access to support information whenever needed, right from a smartphone. Access Service Requests, knowledge documents, and bugs. View and update Service Requests. Search for Service Requests using Advanced Search or saved searches. Manage, schedule and approve Change Requests (RFCs) for Managed Cloud Service customers. Search the Knowledge Base, bugs, and the Oracle System Handbook. Explore content about Accreditation, Advisor...

Tuesday, February 24, 2015 | General | Read More

New Rewards and Recognition Program for Oracle Community

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...

Tuesday, February 24, 2015 | My Oracle Support Community | Read More

My Oracle Support Release 15.1 is Live!

My Oracle Support release 15.1 is now live. Improvements include: All Customer User Administrators (CUAs) can manage and group their users and assets using the Support Identifier Groups (SIGs) feature. Knowledge Search automatically provides unfiltered results when filters return no results. In addition, product and version detail displays in bug search results. The SR platform selector groups common products with the appropriate platform. Some problem types for...

Tuesday, February 3, 2015 | General | Read More

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

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. Howeve...

Tuesday, December 9, 2014 | Knowledge Base | Read More

My Oracle Support Upgrade Complete

We upgraded My Oracle Support on October 10, 2014. This upgrade brings changes to help you work more effectively with Oracle Support. Among the areas you will notice enhancements are: The My Oracle Support customer experience My Oracle Support Chat Knowledge Management Cloud Portal For details about the latest features visit the My Oracle Support User Resource Center.

Thursday, October 23, 2014 | General | Read More

Behind the Screen with Oracle Support

Get beyond the support interface screen to meet the experts from Oracle Support at the Oracle Support Stars Bar. Have a tough question about supporting or upgrading your Oracle products? Looking for best practices for problem prevention, rapid resolution, and product upgrades? Stop by the Stars Bar and speak directly with an expert who can help. While you’re there, check out one of our 10-minute briefing sessions on the hottest support topics. Here are just a few of...

Wednesday, September 17, 2014 | General | Read More

All Access Pass to Oracle Support

Looking for tips, recommendations and resources to help you keep your Oracle applications and systems running at peak performance? Want to find out how to get more out of your Oracle Premier Support coverage? More than 500 experts from across Services and Support will be on hand at Oracle OpenWorld to answer your questions and share best practices for adopting and optimizing Oracle technology. Find out what Oracle experts know about the best tools, tips and resources for...

Friday, August 15, 2014 | General | Read More

My Oracle Support Accreditation Series: New Products Added

Have you reviewed the latest offerings for My Oracle Support Accreditation Series? We added several new product tracks such as PeopleSoft, Business Analytics, and Siebel designed to increase your expertise with My Oracle Support. There are now 10 product paths that focus on building skills around best practices, recommendations, and tool enablement—taking your expertise to the next level. Continue to expand your existing knowledge with best practices, product-based use cases,...

Thursday, August 14, 2014 | General | Read More

New Features Available in Latest ORAchk Release

ORAchk can proactively scan for known problems within these areas: Oracle Database Enterprise Manager Cloud Control E-Business Suite Oracle Sun Systems New features available in ORAchk version 2.2.5 Runs checks for multiple databases in parallel Schedules multiple automated runs via ORAchk daemon Uses configurable $HOME directory location for ORAchk temporary files Ignores skipped checks when calculating System health score Checks the health of pluggable databases using...

Tuesday, August 12, 2014 | General | Read More

Linking of Bugs, Notes and SRs now available in SRs

We have extended the linking capability within the body of an SR. Because of security concerns and issues with dealing with embedded HTML, we don't let SRs contain HTML directly. But we now allow a variety of formats to LINK from Bugs, Documents and other SRs within the body of an SR. So now you can a) direct link to these items when a support engineer gives you a bug or doc to follow, or you can update the SR using one of these formats. Hopefully they are not too tough...

Saturday, August 2, 2014 | My Oracle Support Community | Read More

My Oracle Support Community Enhancement Brings New Features

Be sure to visit our My Oracle Support Community Information Center to see what is new. Choose from the tabs to watch the How to Video Series. You can also enroll for a live webcast on Wednesday, August 6 at 9am PST. One change, you can now read blogs in My Oracle Support Community. The new Support Blogs space provides access to Support related blogs. The My Oracle Support Blog provides posts on the portal and tools that span all product areas. Support Blogs also allow you...

Wednesday, July 23, 2014 | My Oracle Support Community | Read More

My Oracle Support Upgrade

Over the weekend, we upgraded My Oracle Support. This upgrade brings changes to help you work more effectively with Oracle Support. Among the areas you will notice enhancements are: The My Oracle Support customer experience My Oracle Support Community Customer User Administration Knowledge Management For details about the latest features visit the My Oracle Support User Resource Center.

Wednesday, July 23, 2014 | General | Read More

Get the Essentials in 45 minutes

The Get Proactive Essentials Webcast Series shows you the features, functionality, and best practices for using My Oracle Support. Each release of My Oracle Support has new features and may also bring changes to existing tools and processes. Make sure you know how the new release can help you. The live webcasts provide time for your questions, give you tips & tricks for working effectively with Support, and show you how to take advantage of Support’s proactive tools. You’ll...

Wednesday, May 7, 2014 | General | Read More

Support Identifier Groups Give You Control

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....

Thursday, May 1, 2014 | General | Read More

My Oracle Support: Are You Accredited?

Have you actively used My Oracle Support for 6-9 months? Then take your expertise to the next level—become accredited! By completing the accreditation learning series, you can increase your proficiency with My Oracle Support’s core functions and build skills to help you leverage Oracle solutions, tools, and knowledge that enable productivity.Additional accreditation learning paths for Oracle Database, Oracle E-Business Suite, and Oracle Fusion Middleware focus...

Thursday, April 24, 2014 | General | Read More

Online Chat Available for Existing Service Requests

An online chat session can often answer a question or clarify a situation quickly. My Oracle Support now offers a new chat feature that enables Oracle Support engineers to contact you instantly online to discuss an open Service Request—to ask a question, share detailed commands and troubleshooting information, or confirm that your issue is resolved.You always control your availability for an online chat. When you are involved in critical projects or meetings, set your status...

Wednesday, April 16, 2014 | General | Read More

New Features Available in My Oracle Support

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...

Tuesday, April 8, 2014 | General | Read More

Are You an Oracle Cloud Support Customer?

The Get Proactive Essentials series includes a webcast for customers who need to learn more about Oracle Cloud Support portal. In this introduction, you will learn about the resources available to you, terminology, and best practices. Learn how to engage with Oracle Support—sign up now!

Monday, April 7, 2014 | Configuration Management | Read More

Collaborate in My Oracle Support Community

My Oracle Support Community provides a collaborative environment built in partnership: Oracle Premier Support customers and Oracle Support engineers.Support engineers provide their knowledge and Oracle information; you will find a trusted network of Oracle customers, who share similar goals, and who have tackled many of the real-world challenges you face. You can learn new approaches to situations and examine different perspectives to find the best answer for...

Friday, April 4, 2014 | My Oracle Support Community | Read More

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...

Monday, March 10, 2014 | Read More

Join the Oracle Support Customer Advisory Program

Oracle Support values your involvement and input, especially on the tools and features that help you use our software or hardware products more effectively. You can now opt in to the Oracle Support Customer Advisory Program and become part of the feedback process for these Oracle Support tools. Tell us about yourself; let us know that you would like to provide feedback, and which areas of focus that most interest you.We may ask you to provide input through various forms...

Monday, March 3, 2014 | Read More

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

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 be at OpenWorld. They’ll be talking to customers and gathering feedback on some of their latest designs for upcoming releases. Don’t miss the opportunity to influence 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...

Thursday, August 29, 2013 | UI | Read More

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?...

Friday, May 17, 2013 | Configuration Management | Read More

MOS Upgraded, Mobile search improved

(Thanks to Jean-Pierre for this one) On 5-April-2013, MOS was updated. I personally seem to notice some performance improvements, especially with Oracle Configuration Manager, but we will leave that for another post. We released Mobile My Oracle Support, Version 6.5 which does provide an improved search experience.Here are the two improvements you might enjoy. 1. Easier Search Bar The search bar is redesigned with visible and quick linksfor easy switching between Knowledge, SR,...

Monday, April 8, 2013 | Configuration Management | Read More

Multi-lingual Support in My Oracle Support KM 6.4

On 12-Jan-2013 My Oracle Support was released with 20+ Knowledge enhancements and 20+ bug fixes. One new feature that I want to highlight in this post is KM Multi-lingual Support. With this release of My Oracle Support, the Oracle Support organization starts delivering popular and high impact knowledge documents in Simplified Chinese, Japanese, and Korean. The language you select at login determines which documentsyou see returned in your search result list. For example,...

Tuesday, January 15, 2013 | Knowledge Base | Read More

Getting the most out of My Oracle Support

Have you often wondered where to go to find the latest information about My Oracle Support? Or are you a new user who simply needs help getting started with using My Oracle Support? The My Oracle Support User Resource Center provides easy access to what’s new, help and training to commonly used features, frequently asked questions, and more. Here you will find: My Oracle Support Speed Training – each module is less than 10 minutes Working Effectively with Support best practices...

Tuesday, November 27, 2012 | General | Read More

My Oracle Support 6.3 - Knowledge Highlights

My Oracle Support 6.3 was released over the weekend (13-Oct-2012), and with that we released 30+ enhancements and 60+ bug fixes. Most important changes Search Suggestions are auto-correcting spelling errors, more suggestions for 'how to' type questions, enhanced usability to see the suggested additional terms. Improved Knowledge Base region on the My Oracle Support dashboard: recent searches from this region now retain the search attributions (e.g. pre-selected products or...

Monday, October 15, 2012 | Knowledge Base | Read More

Mobile My Oracle Support 6.3 Release is live!

We have released Mobile My Oracle Support 6.3 last Saturday (13-Oct-2012), including 10 enhancements and almost 40 bug fixes. Mobile My Oracle Support is My Oracle Support's webapplication optimized for mobile devices to manage your Service Requests, your On Demand Requests for Change (RFCs), search over Support's Knowledge Base, Bug database or Sun System Handbook, and to manage your pending user requests (CUA). You can find the application at http://support.oracle.mobi  or...

Monday, October 15, 2012 | General | Read More

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...

Wednesday, September 19, 2012 | Configuration Management | Read More

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 Fo...

Friday, July 20, 2012 | Configuration Management | Read More

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...

Thursday, July 19, 2012 | My Oracle Support Community | Read More

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...

Thursday, July 19, 2012 | Knowledge Base | Read More

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 ChangeRequest updates in your local time zone (auto...

Saturday, July 14, 2012 | General | Read More

Free Whitepaper: Understanding Proactive Support

I was just sent this IDC whitepaper and read it. I thought it was pretty good, so I am passing it along... It is officially titled, "The Business Value of Proactive Support Services" It does a good job of covering the type of services one should expect from any company, and does a good job of giving the overview and a few cases studies of how Oracle does it. Seemed like a fair understanding and might be useful to understanding how your team should look at proactive services...

Tuesday, May 22, 2012 | Configuration Management | Read More

Iphone Native Bug... Ouch...

Update! - July 11, 2012: This bug should be now resolved by installing the latest Iphone/Ipad app as of July 2012. If you have trouble with the native app, try uninstalling the app first THEN installing it from the Apple store. Dear Customers, If you are using the iPhone app to access Support, it should work, but something broke for some customers, and we are investigating it.In the meantime you can still use http://support.oracle.mobi  from your phone browser. But, if you see...

Friday, April 20, 2012 | Configuration Management | Read More

Get Proactive!

A public service announcement for my friends in the Proactive team... ;-> Get Proactive!Proactive Capability Portfolio Unleash Oracle Premier Support’s Advanced Proactive Capabilities Where do you go to solve technical problems? Better yet, where do you find out how to prevent them? Oracle Premier Support’s proactive capability portfolio can help Support customers prevent, resolve, and upgrade. Join thousands of Oracle customers who are already taking advantage of proactive...

Monday, March 12, 2012 | Configuration Management | Read More

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 have tried to fix and improve everything we have heard from customers, so keep the feedback 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...

Saturday, February 25, 2012 | Service Requests | Read More

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,...

Tuesday, November 8, 2011 | Configuration Management | Read More

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 Apple iPhone Version 2.0.11 (the app is called "Oracle") - Visit the Apple Store Android -(Version 1.3.5 opens...

Friday, September 30, 2011 | UI | Read More

My Oracle Support Mobile is Live!

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 it posted. You’ll need to sign in with your regular My Oracle Support "SSO" user name and password, and then you should be good 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...

Saturday, September 17, 2011 | UI | Read More

MOS Mobile. It is not just a dream...

Hi folks, you are the few in the world outside of Oracle who have a chance to see and use MOS Mobile. All you got to do is a) be a customer of Oracle Support who files or views SRs, and b) want to give us 90 minutes of your time. ;-> In return, we will take your feedback and work to optimize the user experience to be bang-on right!  We are currently recruiting for people NEAR Oracle HQ (who can come in and take a look at our skunk works), and we have some ability todo this with...

Friday, August 5, 2011 | Configuration Management | Read More

Introduction to Health Checks posted...

John has created a really nice short video on the improvements to the Health Check user interface in My Oracle Support. It is closed captioned. He covers how to get the most out of the Health Checks 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...

Friday, July 22, 2011 | Configuration Management | Read More

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...

Thursday, July 21, 2011 | site basics | Read More

My Oracle Support Updated July 7, 2011

Over the weekend MOS was updated. The WGET command now works for all international audiences, and the user agent is set correctly. The certify system has had a bunch of enhancements. (Check out the quick introduction video on the Certify page). Sun patches are now all in the patch search system (I don't know every detail on this one). There is a new Patch Advisor on the Patches & Updates Search. (I should do a video on that one!). I am especially interested in your use of the Type...

Monday, July 11, 2011 | UI | Read More

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...

Friday, January 21, 2011 | UI | Read More

My Oracle Support: Your Mobile Needs

We know you have issues with My Oracle Support. But one area which we haven't tried to help customers is in the mobile space. If you have a few minutes GET INVOLVED! Our goal is to be able to deliver a "5 star" solution via mobile for limited set of specific and important uses. We don't plan on delivering the kitchen sink. Help us plan on what is REALLY important to you when on the move. We will be posting not just a new survey, but a "presentation" which you can view from your...

Tuesday, December 21, 2010 | Read More

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...

Tuesday, February 9, 2010 | UI | Read More

E-Business Suite Patch Recommendations? Any Thoughts?

Here is a chance to be involved in the feedback look for extending the collector based patch recommendations interface in MOS to include the extensive EBS suite. If you are actively involved with evaluating patches for installation in your Oracle EBS, you should consider getting involved in this early stage. We will look to a wide selection of EBS customers to gather one-on-one feedback starting around Jan 2010. Vist the Community Thread to Get Involved

Wednesday, December 16, 2009 | UI | Read More

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

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 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"...

Monday, October 26, 2009 | UI | Read More

Part Two: Actual User Feedback

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 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...

Friday, October 23, 2009 | UI | Read More

Part One: Gathering Feedback from Recent Usability Research and Studies

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 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...

Thursday, October 22, 2009 | Read More

Results from Recent Usability Research and Studies

Summary Customers 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,...

Wednesday, October 21, 2009 | UI | Read More

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...

Thursday, September 10, 2009 | Read More

Fruits of our Labor (Holiday Edition)

Labor Day (celebrated today in the US) celebrates workers and originated with the Nine-Hour Movement in Canada (similar to the International Workers Day, or "May Day"). However, it's a well-known fact that IT and business technology professionals anywhere in the world often have schedules that don't exactly fit the 9am to 5pm professional standard since problems can - and do - arise out of anywhere, anytime. This being the blog for My Oracle Support, it should be no surprise...

Monday, September 7, 2009 | Read More

Welcome to My Oracle Support - Tell us how it is going!

On August 30, a few hundred thousand CRM OnDemand, Siebel, Hyperion, PeopleSoft and JD Edwards customers and partners migrated to My Oracle Support. Welcome aboard! I hope you have had the chance to access the My Oracle Support Welcome Center (Document # 873313.1) from the Getting Started region. This is your single resource for information, training and reference materials that will help you get started using My Oracle Support. The My Oracle Support product management team...

Tuesday, September 1, 2009 | General | Read More

Free Pass to Oracle Open World? Funny you should ask...

Yes, you too can have a chance to attend, free of charge, Oracle Open World Oracle's annual mega-conference with exhibits, talks, and more held at the Moscone Center in San Francisco, Oct. 11-15, 2009. How, you ask? Simply give us your thoughts on the My Oracle Support Community at the following URL: http://www.oraclesurveys.com/se.ashx?s=251137453C2B71C8 and one lucky survey-taker will win a free pass to OOW. The support communities, of course, are your one-stop shop...

Sunday, August 9, 2009 | My Oracle Support Community | Read More

Free, Fast, and Effective: Priority SR Handling is Here

Casually stroll to the Oracle.com’s Support webpage and your eyebrows might rise upon reading this: http://www.oracle.com/support/priority-handling.html That’s right, there is now one more reason to attach configuration data from the configuration management collector with your Service Request – Prioritization in our support queues! What does this mean? It means resolving your SR’s will be that much faster when using OCM. Note, this service is for Oracle Database customers. Sudden...

Wednesday, July 29, 2009 | Configuration Management | Read More

What you need to know about using My Oracle Support and “the Switch”

By now, you’ve probably heard or read about the retiring" of classic metalink. You also might have read, heard or offered some constructive feedback on My Oracle Support in the form of blog comments (much appreciated!) or community posts (again, thanks!). Be assured that the My Oracle Support team (including yours truly) is hard at work tracking your feedback for upcoming releases, so please, keep it coming – We hear you! In fact, I encourage you to checkout this related post in the communities by colleague SeanB in which he explains that some of the problems identified in the last release of My Oracle Support will be significantly improved upon (ahem, performance) with the release coming up; of course, our customers will ultimately be the judges of what areas still need attention. Just to ensure you’re getting the information you need, here are a few helpful links on the switch from Classic Metalink to My Oracle Support for all Oracle Support customers (with Note numbers in paren): -- FAQ" – (New) (841055.1) -- Communities -- Main" Announcement with Preparation Info. (838708.1) -- Related Blog by Chris Warticki Feel free to leave more feedback or express concerns or questions below (I’d advise to be respectful, but that would be preaching to the choir ;-) Cheers!

Saturday, July 11, 2009 | site basics | Read More

Are All Diagnostics Created Equal? (Part II)

In a previous blog entry we wondered aloud whether there were specific components or product areas that had problems or issues that were found to be more difficult to diagnose. One main point of discussion that arose from those comments were related to the difficulty of assessing issues in EBS when patching was involved. However, the point was also brought up that everyone is good at what they do…a DB person will find DB issues easier to diagnose, and EBS person EBS issues,...

Friday, June 19, 2009 | Diagnosibility | Read More

Congrats Grads of ‘09!

We’ve all been there: late nights, wondering if you were going to make it to commencement; the excitement of leaving the books behind and embarking on real-world journeys; and the ocean of possibilities that extended beyond the doors of that higher-learning institution... The My Oracle Support Team understands the meaning of "support" outside of IT and would just like to say Congrats to all of the recent grads and especially to the parents, siblings, aunts, uncles,...

Friday, June 12, 2009 | General | Read More

Are all Diagnostics Created Equal?

The My Oracle Support Team would like to believe that diagnosing problems is a uniform experience across the Oracle tech stack in your IT environment but we know that might not be the truth. Some say diagnosing issues for the Database is considerably more difficult than diagnosing issues for Middleware or Apps, and some say it depends on which App and version you’re talking about (say, R12 Financials) and others still say that there is no one product or family of products that...

Tuesday, June 9, 2009 | Diagnosibility | Read More

What’s in YOUR Service Request?

Logging Service Request’s while leveraging the My Oracle Support Config. Manager (OCM) can offer a lot of benefits such as saving time – but do you know what’s being collected and passed along with your SR? Some of you might know exactly what’s going in, others might just have an idea, and others still might not even be aware that the question could be asked – in any case, NOTE 728985.1 should help answer any questions you have regarding exactly what target information is...

Friday, May 22, 2009 | Service Requests | Read More

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...

Wednesday, May 6, 2009 | Configuration Management | Read More

OCM Companion Distribution released!

This past weekend, Oracle Global Customer Support released the OCM Companion Distribution -- available now for download from the "Collector" tab on My Oracle Support. What's in the Companion Distribution? Two new components: the OCM Mass Deployment Tool and the OCM Repeater. These are exciting developments that allow the OCM collector software to really be a feasible and effective option in larger-scale, enterprise class deployments. I'll be posting more info on each of those...

Tuesday, May 5, 2009 | Configuration Management | Read More

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...

Monday, April 27, 2009 | Service Requests | Read More

A 'Guardian' Angel -- For Your Weblogic Environment

You've just finished a hard day's worth of work and are ready to pack up and go home when something goes wrong with your Oracle Weblogic environment. As you set down your bag and get ready to diagnose, you wonder: Why isn't there a way to know this would happen ahead of time? Well, what if I were to tell you...there is a way? Enter Oracle Guardian, a tool that many support customers have been curious and asking about. This tool, which is supported for Oracle Weblogic Server...

Monday, April 6, 2009 | Diagnosibility | Read More

Using My Oracle Support? Then checkout the “Using My Oracle Support” Community

The site formerly known as Metalink has undergone some major changes and if you wish you had someone to talk to about how to get the most of the new interface and all the new features that are available, wish no more: The “Using My Oracle Support” Community is available and now you can talk to other users and to the people who are building the tools that shape your Oracle support and configuration management experience. Just click on the “Communities” tab and click on the...

Friday, March 20, 2009 | My Oracle Support Community | Read More

What does your Dashboard look like?

This morning, I logged on to My Oracle Support and immediately dragged the “Knowledge Articles” region back to the top because I knew I would be using it often. I moved the“Getting Started” region to somewhere in the bottom since I wasn’t really using it anymore. Then I started wondering: how do other people organize the regions on their Support Dashboard? How more efficient does this make us? A friend of mine here at Oracle says he keeps Knowledge and Targets (filtered to...

Tuesday, March 10, 2009 | UI | Read More

Going Mobile with My Oracle Support

Have you see what it is like to run My Oracle Support in a Car to check your SR status? Check out this YouTube video Ok, it is a little supposed to be funny, but seriously are you in need of My Oracle Support "Mobile"? We know the Flash interface won't work on say an IPhone, and also the HTML version would probably not be your favorite website via a phone. So we want to know, what exactly would use use a mobile interface for? Are you just wanting alerts of SRs which are back...

Monday, October 13, 2008 | Feature Requests | Read More

"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...

Thursday, October 2, 2008 | Favorites | Read More

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...

Tuesday, September 30, 2008 | Read More

Comments now working

A quick note to any blog readers -- there was a blog mis-configuration that prevented comments from being published. I've fixed that and approved all the comments that were pending. Thanks.

Tuesday, September 30, 2008 | Read More

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...

Saturday, September 20, 2008 | site basics | Read More

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), or 2. Search the Knowledge Base Using 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...

Monday, July 28, 2008 | Service Requests | Read More

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...

Saturday, June 7, 2008 | Read More

Customizing your region columns

One of the features that we've added in this newest release is the ability to pick and choose which columns are shown in several of your dashboard regions.  You may notice a downward-facing triangle icon on the right side of the region header for the SR, Configurations, and Projects region types.  That icon opens a menu that lets you perform actions on that region (like copy the contents ofthe region to the clipboard).  Through that menu, you can see a list of all the columns...

Wednesday, March 19, 2008 | Read More

Tips and tricks -- using PowerView with custom attributes

Did you know that you can set up PowerView filters to operate on custom-defined attributes?If you (or someone in your organization with the appropriate administrative permissions) clicks on the "Administration" link in the top right of SCM, you can define custom attributes that can apply to your configurations.  For example, let's say that you create a yes/no type custom attribute called "Mission Critical".  You can then set the value of that attribute for all the...

Tuesday, March 11, 2008 | Read More

Announcing the release of a new and improved SCM!

As of today, Oracle and the SCM team are proud to announce the release of an updated SCM interface!  We've put in a lot of work over the last several months, adding new features, fixing bugs, and addressing requests that have come in from our users. This release concentrates on ways that allow you to personalize your support experience.  Right off the bat, you'll probably notice the PowerView panel up on the top of your dashboard -- you can apply PowerView filters, alone or...

Sunday, March 9, 2008 | Read More

New release of 10.2.7 OCM collector for AIX

Some of you may have noticed that the OCM (Oracle Configuration Manager) software, which is the collector mechanism used by SCM, had a bug in the latest AIX release, 10.2.7.  (And thanks to those who have pointed it out.)  We've fixed that bug and put out a new release of the 10.2.7 AIX distribution; the updated release is now available for download on both the SCM Collectors tab and the Metalink patch download interface.

Tuesday, December 11, 2007 | Read More

Software Configuration Manager goes live

As you may have noticed, the previous Configuration Support Manager interface is completely gone now; and to celebrate, we now have a new name.  Welcome to Software Configuration Manager -- the aspect of Oracle Support that gives you a personalized and customizable way to simplify your configuration management, resolve problems more quickly, and address potential issues.

Friday, November 9, 2007 | Read More