Thursday Apr 14, 2016

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 forward to seeing you at the new site! 

-The Oracle Software Support Team


Monday Apr 04, 2016

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 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.

Monday Mar 21, 2016

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.

Friday Feb 26, 2016

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.

Thursday Jan 07, 2016

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.

Notification icon
User Request View
Video Training

Review the video found in "Cloud Support Portal - How to Use the CUA Functionality" (Document 2072499.1).

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.

Monday Nov 30, 2015

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.

Calendar
Click the image to visit the app
Calendar Integration
  1. Go to the calendar link here.
  2. 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.

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.

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!

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

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