Thursday Apr 14, 2016
Monday Apr 04, 2016
By SteveW-Oracle on Apr 04, 2016
Monday Mar 21, 2016
By SteveW-Oracle on Mar 21, 2016
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?
Friday Feb 26, 2016
By SteveW-Oracle on Feb 26, 2016
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!
Thursday Jan 07, 2016
By SteveW-Oracle on Jan 07, 2016
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.
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
By SteveW-Oracle on Nov 30, 2015
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.
- Go to the calendar link here.
- Follow the instructions on the page to add the calendar to your email/calendar client.
We've written a brief document detailing some of the features for the calendar. Visit Document 125716.1 to find out more.
Friday Oct 09, 2015
The Support Stars Bar at Oracle OpenWorld - Live Help, Demos, and More From Some of Oracle's Best and Brightest
By SteveW-Oracle on Oct 09, 2015
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.
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
Friday Sep 18, 2015
By Jeanb-Oracle on Sep 18, 2015
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
By SteveW-Oracle on Jul 28, 2015
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
By Jeanb-Oracle on Jul 23, 2015
- 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
- View My Oracle Support Patches and Updates How To (Document ID 1966784.2) for more information.
- Visit the My Oracle Support Community for a simple, easy way to ask a question without having to initiate a service request.
- My Oracle Support (MOS) Portal Blog Has Moved
- Four Smart Reasons To Use My Oracle Support Communities
- Oracle Support Accreditation
- Get Proactive - Leverage the Oracle Dynamic Toolbox
- Customer User Administration in Cloud Portal
- Get Proactive - Follow the Oracle Support Events Calendar
- The Support Stars Bar at Oracle OpenWorld - Live Help, Demos, and More From Some of Oracle's Best and Brightest
- How to View Field Service Task Information
- Top 5 Ways to Personalize My Oracle Support
- Best Practices for Using My Oracle Support to Find the Patches You Need