Monday Dec 08, 2014

What Are SI Groups and How Can They Help a Customer User Administrator (CUA)?

MOS Oracle Support Blog

If you are an administrator for your organization's Oracle software and systems, you may have been tasked with managing your employees' access to My Oracle Support, the central support hub for all of your Oracle products. Each user that accesses My Oracle Support has an assigned Support Identifier (SI) that links him or her to a particular piece of Oracle hardware or software. Support Identifiers define the resources available to users when they access My Oracle Support.

However, suppose your My Oracle Support users are scattered across a broad geographic area, or you have numerous Support Identifiers referencing dozens (or possibly hundreds) of software and hardware assets. Mapping users to the correct Support Identifier can become time consuming, especially if you need to align privileges and service request flows to specific projects, locations, or assets.

Support Identifier Groups (SIGs) simplify this process by allowing Customer User Administrators (CUAs) to group common SIs together. This makes it dramatically easier to group users at a common location, or who work on a common software or hardware asset.

To use the new Support Identifier Groups, you will need to pre-plan how users and assets are best organized. Once defined you can set up SI Groups in My Oracle Support, adding users and assets logically the way you need them.

Simple. Easy. Maintainable.

When your organization adds new hardware or software (with an associated new SI), you can automatically re-assign them to a designated default group. New assets added to a default SI Group are immediately available to the group's associated users; you do not have to setup or re-approve users you have already assigned.

Learn more about SI Groups and how they can help you.

Tuesday Jan 15, 2013

Multi-lingual Support in My Oracle Support KM 6.4

On 12-Jan-2013 My Oracle Support was released with 20+ Knowledge enhancements and 20+ bug fixes.

One new feature that I want to highlight in this post is KM Multi-lingual Support.

With this release of My Oracle Support, the Oracle Support organization starts delivering popular and high impact knowledge documents in Simplified Chinese, Japanese, and Korean.

The language you select at login determines which documents you see returned in your search result list. For example, upon selection of English, you’ll see only English documents. When you select Japanese as your language, you’ll see both English and Japanese documents.

MOS Login with language selection

You can also change your portal language after you login by going to the Settings tab and changing the language in the Personalization area.

You can easily see if an English document has a counterpart document in another language or the vice versa. For example, find the English document of a Japanese version and scroll down to the Translations section in the Related area at the bottom. Click on the language to go to the selected language version of the document.

Related section in document footer showing the translation sections

Monday Oct 15, 2012

My Oracle Support 6.3 - Knowledge Highlights

My Oracle Support 6.3 was released over the weekend (13-Oct-2012), and with that we released 30+ enhancements and 60+ bug fixes.

Most important changes

  • Search Suggestions are auto-correcting spelling errors, more suggestions for 'how to' type questions, enhanced usability to see the suggested additional terms.
  • Improved Knowledge Base region on the My Oracle Support dashboard: recent searches from this region now retain the search attributions (e.g. pre-selected products or release).

Search Tip: if the Knowledge Base region doesn't show up as the first region in the right column on the My Oracle Support dashboard, consider personalizing your dashboard to put it first, so that you right there for searching. Specifying the product you are researching an issue for, with optionally version and task as well, makes searches in the majority of the cases more precise. for more information, see my comments in my previous blog on the topic:

  • Better support for searches on ORA-600 & ORA-700: no longer a difference in results between searching on 'ORA-600 [Arg1]' and 'Ora-00600: Internal Error Code, Arguments: [Arg1]'.

Thursday Jul 19, 2012

MOS 6.2 (KM) Release

I've been keeping an eye on the feedback on the recent My Oracle Support and Mobile My Oracle Support 6.2;always interesting and as always, the feedback is appreciated.

Some topics that I came across in my area (Knowledge Management and Mobile platform)

  1. A common feedback is that search returns results for many different products
      • Well, Oracle has quite a few products. Making sure that the product context is set correctly is important for search relevancy; it's one of the determining factors.The good news is that there are quite a few different options to do that
          • New Browse Knowledge region on the dashboard: with 6.2 we introduced a new region on the dashboard/landing page. It allows you to pre-filter your search with product,task and release or version. It also gives you quick access to the relevant Information Centers. I can recommend the use of this region and its search: setting the product context, and potentially task and release/version can make a world of difference in searching the knowledge base. The region is on the page by default but sometimes requires some scrolling to see. I would advise people to drag this region up to the 2nd or 1st place in the 2nd column. If the region is not showing for you, have a look at 'Customize Page".

            New Browse Region

            New Browse Region II

            • PowerViews: these are site-wide filters, taking in a list of products, product lines, configs or even Support IDs, configuring these will limit the search results corresponding to the filter criteria. For example; if you are an Oracle DBA mainly focussing on the database and Enterprise Manager, or you are a Sun Hardware person, then this option is for you. You can set this option and never will be bothered by search results from other product areas. And, the PowerView selection sticks across logins, so next time you sign in, the PowerView is still active.


            • Facet Refinements: When you search, e.g. performance, you have the refinements facet appearing on the left hand side, these allow you to refine your search results. You can refine by source, products, version/release (if you are at product level), Task/document type, Updated date.  This is a good option when you don't want to use the PowerView because you typically search the Knowledge Base from time to time for different products. You can define multiple PowerViews and saved them, and quickly switch in between them.
          1. Some reports around seeing results on topics that you don't want to see
              • If refinements or product filtering doesn't help, you always can use the exclusion in Advanced Search "But without these words". You can do the same by using the following syntax. in the search bar e.g. database -performance will return all the documents with the word database but without the word performance.
            1. Opening a knowledge document in a new tab is not working (well)
              • this should work, either when you right click with the mouse on the link to the document and "Open in new window" or when viewing a document, click the little icon "Open document in new window" in the upper right corner of the document view, next to the printer document.
              • If there is a use case that doesn't work for you, provide me the details (step by step, browser, ...)
            2. Spaces in search are replaced with %
              • I'm unfortenately not aware of any use case where this happens, any specifics or use case would be appreciated.

               Let us know if you have any issues...



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