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


GPIcon

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


GPIcon

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

Instrumentation.

Review the following for more information:

Get Proactive video

Get Proactive Mobile Links

 




Tuesday Apr 07, 2015

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 are not replacements for the pre-training refresher videos. Oracle Support staff will be on hand to assist in the exam session—but they will not answer the questions in the exam.)

Add sessions to your planner by entering the term Accreditation and click Search to locate them. You can refine your search further by selecting a date.

Session Scheduler

What happens if I am not going to Collaborate15?

Don't miss out—Join us virtually by doing the pre work and watching the Accreditation Series for My Oracle Support and the Level 2 Products you use. If anything is new to you, take time to deep dive by reviewing the online help or taking the additional how to training modules listed in Document 603505.1

Share your experience—via Twitter and include @myoraclesupport to share your success story.

Join Us in the Accreditation Community—At times we will deconstruct questions similar to those in the exam, breaking down the purpose of the question and the answers the exam is looking for. Please note that posting exam questions in public forum is a violation of the Accreditation Program terms of use.

The community is the place to post your questions about the exam itself—share us what you thought about the exam experience:

  • Did you learn new Best Practices?
  • Any issues printing your certificate?
  • Did you vote in the Poll to have an Accreditation Community Badge?

Monday Mar 02, 2015

Benefit from Organizing Assets and Users with Support Identifier Groups

Customer User Administrators (CUAs) are often tasked with managing employee access to Oracle support resources. Oracle uses Support Identifiers (SIs) to help CUAs identify which employees need access to support, and the available resources when they do.

If you have support users scattered across a large geographic area, or have to manage dozens (or possibly hundreds) of software and hardware assets, use Support Identifier Groups (SIGs) to simplify the process of giving your users access to support resources. SIGs can help you align privileges and service request flows to specific projects, locations, or assets.

To make the most of Support Identifier Groups, you will need to pre-plan how users and assets are best organized. Once defined you can set up your Groups, adding users and assets logically the way you need them. When your organization purchases new hardware or software assets (with an associated new SI), these can automatically be assigned to a default SIG that you establish.

NOTE: Be aware that the Default SI will apply to all new assets in all new orders across your Account/Organization. 

Simple. Easy. Maintainable. Visit the Support Identifier Groups Information Center to learn more, view videos and instructions on how to get started, and best practices.

Thursday Feb 26, 2015

Power Cord Replacement Notice (updated February 2015)

Power Cord Replacement Notice

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 event.
These cords shipped with certain systems from January 2004 to July 2011. Oracle is advising its customers to replace suspected power cords as soon as possible.
For more information on this issue, including instructions on how to identify suspected power cords and obtaining replacement power cords, see the Power Cord Replacement Notice.

Tuesday Feb 24, 2015

Mobile My Oracle Support: Learn More!

Untitled Document
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 Webcasts, Social Media, Instrumentation, and other proactive services.
User Administrators (CUAs) can manage pending users.

Watch the video below for more information.


New Rewards and Recognition Program for Oracle Community

Community Rewards and Recognition in 15.1

New Community Rewards and Recognition Program:
Building Better Content and Engagement

The Leaders

Click the image for more details

From a simple leaderboard written on a whiteboard to the sophisticated stats tracking of Oracle Fusion CRM, we are surrounded daily by "gamification" concepts.

In competitive games and sports, comparing stats against opponents and peers is all part of the fun. Organized chess play has long had an intricate rankings systems based on match performance. And how many of you are right now slipping in a quick peek at Words With Friends or Clash of Clans? (Tip: don't answer that.)

Gamification in Business

"Gamification" has been something of a corporate buzzword for several years now. At its simplest it is a set of management tools designed to encourage employee and customer behaviors that add business value—but do it in a way that feels natural, intuitive, and fun.

It integrates the dynamics of games—scorekeeping, reward feedback, missions and goals—to an existing process or system by motivating member participation, engagement and loyalty.

Oracle Community - 15.1 Rewards and Recognition Update

The Oracle Community platform uses a gamification system designed to:

  • Broaden scope of knowledge (breadth and depth)
  • Encourage participation by rewarding users for completing mission-based goals and objectives
  • Recognize users when they add quality content
  • Make it easier for other participants to find and evaluate highly rated content

The New Program

The 15.1 release enhanced the existing system by adding new user "levels," visual perks, badges, and achievements. It gives participants a more flexible, fun way to share knowledge and work within in the community.

Benefits

Gamification Principles

Learn More

Great support communities derive the most value from the contributions of its users. The enhanced Rewards and Recognition program, makes it easier to recognize quality contributions and increases the value of the community for all involved.

If you're an Oracle customer or employee, we highly recommend checking out the new program.

Resources

Engage the Community
If a video link does not play on first click, refresh the newly-opened browser page.

Comments and Feedback

We'd love to hear from you about the new program!

If you're an Oracle customer, give us a heads up in the Community discussion thread.

If you're an Oracle employee, make your voice heard in the MOS Community employee feedback site, with the category: Gamification.


-The Oracle Community Team

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