Thursday Aug 14, 2014

My Oracle Support Accreditation Series: New Products Added

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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, and recommendations from subject-matter experts. Your accreditation delivers the information you need—focusing on core functions and building skills, specifically to help you better support your Oracle products by leveraging My Oracle Support and its related capabilities that are important for your Oracle product path solutions, tools, and knowledge.

Learn more about My Oracle Support Accreditation and explore the new product-specific paths

Tuesday Aug 12, 2014

New Features Available in Latest ORAchk Release

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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 OS authentication
  • Reports top 10 time consuming checks to optimize runtime in the future
  • Improves report readability for clusterwide checks
  • Includes over 50 new Health Checks for the Oracle Stack
  • Provides a single dashboard to view collections across your enterprise
  • Includes pre and post upgrade checks for standalone database, option to run only these checks
  • Expands product areas in E-Business Suite and in Enterprise Manager Cloud Control

If you have particular checks or product areas you would like to see ORAchk cover, please post suggestions in the ORAchk subspace in My Oracle Support Community.

Read more about ORAchk and its features.

Friday Aug 01, 2014

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.

Screen shot of links that work in SR updates

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 to follow.

Knowledge Documents Formats
note 1351022.2
doc id 1351022.2
document id 1351022.2

Bug Formats
bug 1351022.2

Service Request Formats
SR 3-8777412995
SR Number 3-8777412995
Service Request 3-8777412995

Hope this helps!

Wednesday Jul 23, 2014

My Oracle Support Community Enhancement Brings New Features

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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.


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.


« November 2015