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.

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.



« April 2014 »