Wednesday Jul 23, 2014

My Oracle Support Community Enhancement Brings New Features

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GPIcon


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 to stay in touch with the latest product-specific news, tools, and troubleshooting tips in a growing list of product blogs maintained by Support engineers. Check back frequently to read new posts and discover new blogs.

My Oracle Support Upgrade

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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 May 07, 2014

Get the Essentials in 45 minutes

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Organize 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 find sessions in several languages, at times convenient for a global audience. See topics and details on upcoming Get Proactive Essentials Webcasts and sign up today.

Remember: it only takes is 45 minutes to get the Essentials!

Thursday May 01, 2014

Support Identifier Groups Give You Control

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Organize 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. Customizing the Support Identifier Groups empowers you to assign groupings that align with your business. Examples of groupings you might consider are:

  • Locations
    • Data centers
    • Support centers
    • Regions
  • Type
    • Hardware assets
    • Software licenses
    • Both
  • Users
    • Business division
    • Projects
    • Access / control
    • Skills and responsibilities
  • Your own logical grouping
You can find more details and a video on Support Identifier Groups in the knowledge base. Watch this short video to get started.

Update: Attend a live Get Proactive Essentials session, Using Support Identifier Groups, on Tuesday May 13. Get more details and enroll.

Note: This functionality is optional. If you are happy with how hardware assets and software licenses are grouped today, you can continue using your existing SIs with no changes.

Thursday Apr 24, 2014

My Oracle Support: Are You Accredited?

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Accreditation 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 on product-specific best practices, recommendations, and tool enablement—up leveling your capabilities with these Oracle products.

Visit the My Oracle Support Accreditation Index and get started with the Level 1 My Oracle Support Accreditation path and the Level 2 product-specific learning paths today.

If you don’t see the Oracle products you use, check back. We will be adding Level 2 paths for additional Oracle Product Families.

Wednesday Apr 16, 2014

Online Chat Available for Existing Service Requests

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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.

Chat

You always control your availability for an online chat. When you are involved in critical projects or meetings, set your status to “Not Available” and the engineer will contact you using your preferred method. Keeping yourself in the “Available” status lets your Support engineer know when you are online and available for a chat about your Service Request.

If you receive a chat request from a Support engineer, you can decide to accept the chat, request a different time for the chat, or decline the chat.

Find out more
—watch a short video demonstration and read additional details.

Monday Apr 07, 2014

New Features Available in My Oracle Support

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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 interface makes it easier to see search results from different sources, expand search results, or view product hierarchy and further refine searches by product. In addition, if you have Japanese, Korean, or Chinese set as your preferred language, you can quickly toggle between that language and English documents. Learn more.
  • Patches and Updates Tab—new link added to provide quick access to quarterly Critical Patch Update (CPU) information and Security Alerts.
  • Certifications—enhanced to allow for more complex certification structures.
  • Customer User Administration (CUA)—ability to send an email to the CUA (with a message), requesting approval for the Support Identifier. A CUA can now set a termination date for registered users, which triggers an automated email notification to the user regarding the termination before expiration.
  • Support Identifier Groups—usability and UI improvements. Can automatically copy technical contacts when assets are moved (reduces rework or process mistakes). A message added to Mass Upload function better explains what is happening to the user(s). View this brief video to learn more.
  • Cloud Support Portal—ability to view escalation status, comprehensive help content added to assist users with feature and functionality questions, and new alert to complete additional questions that may expedite issue resolution.
For additional details, view the Release Notes and also see the User Resource Center's Discover New Features tab for the latest My Oracle Support Training available for new features.

Are You an Oracle Cloud Support Customer?

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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!

Friday Apr 04, 2014

Collaborate in My Oracle Support Community

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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 your environment.

Together, we help you take the path to success.

Get started now with a video tour of My Oracle Support Community, the first in a series of short videos on Community. You can also register for a live webcast session: Get Proactive Essentials: Using the new My Oracle Support Community Platform.

Join us.

Monday Mar 10, 2014

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 analyze which known issues present a risk to you
  • Lightweight tool runs within your environment; no data will be sent to Oracle
  • High level reports show your system health risks with the ability to drill down into specific problems and understand their resolutions
  • Can be configured to send email notifications when it detects problems
  • Collection Manager, a companion Application Express web app, provides a single dashboard view of collections across your entire enterprise

ORAchk will expand in the future with more high impact checks in existing and additional product areas. If you have particular checks or product areas you would like to see covered, please post suggestions in the ORAchk community thread accessed from the support tab on the document below.

For more details about ORAchk see Document 1268927.1

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