Help us improve SCM

MetaLink Users: Do you use Software Configuration Manager (SCM)? If so, Oracle wants your help.

We're working to improve the MetaLink user interface, and we want your feedback.

Oracle would like to watch you online and listen to your comments as you:
1. File a Service Request (SR), or
2. Search the Knowledge Base
Using these new features in the SCM tab of MetaLink.

WHAT WE'D LIKE YOU TO DO
a. The next time you file a SR or search knowledge from the SCM tab, call us (see CONTACTING US below).
b. We'll set up a teleconference and web conference, to allow us to watch and listen.
c. You'll talk about your thoughts as you progress through your work to file an SR or search knowledge.
d. Answer a few questions when you're done.
e. If you wish, we would also like to hear your thoughts on other parts of MetaLink.

WHO MAY PARTICIPATE
Sessions are open to all MetaLink users who use -- or are interested in using -- the SCM tab.
You must have Adobe's free Flash player 9 installed and working on your browser.

CONTACTING US
Call Meadow Consulting to schedule an appointment, or just call when you're ready to start. See AVAILABLE TIMES below.

If we don't answer your call immediately, leave a telephone number, email, or Yahoo IM where you can be
reached and expect a return call within 30 minutes (usually less than 5 minutes).

Yahoo IM: meadow_research@sbcglobal.net
Email: meadow.consulting@gmail.com
Phone: +1 (408) 786-5314
Skype: meadow.consulting

AVAILABLE TIMES
July 28 through August 12, 2008
6:00am - 8:30am PDT --> 3pm - 5:30pm CEST
10:00am - 2:00pm PDT --> 7pm - 11:00pm CEST
7:00pm - 11:00pm PDT --> 3am - 8:00am CEST

PRIVACY NOTICE
All sessions will be recorded. Recordings will be available only to Oracle and Meadow Consulting. Meadow Consulting is an independent research company, hired by Oracle to conduct this research. All information is covered by a Non-Disclosure Agreement between Oracle and Meadow Consulting.

Your honest inputs will go directly to the Oracle team working on these processes, and your participation will make a real difference in the future of MetaLink!

Comments:

I think this is a most excellent idea; I just spent approx 90 minutes on the phone walking through various parts of the SCM (and metalink 3) and provided a good chunk of opinions and observations. In closing, and I mentioned this on the phone to the nice lady, I feel it would be extremely important for Oracle to provide some reverse feedback, perhaps summarize their findings from all their various feedback collection techniques (Oracle Customer Support Feedback program, Feedback link on Metalink, Meadow Consulting, etc) and state how they intend to address their findings. Kudos to all involved in being willing to hear criticism (hopefully constructive), and I am excited to see what you guys are going to do with it.

Posted by Charles Schultz on July 31, 2008 at 01:17 AM PDT #

Charles, that is a great idea. We will absolutely do that. I think we will probably put up a special posting with our results. This includes all of our dirty laundry so you can see how it will be addressed and provide additional comments. Thanks for particpating. Ask your friends!

Posted by Richard Miller on August 04, 2008 at 06:06 AM PDT #

I quite like raising SRs via SCM but it does some daft things. Do uploads actually take place during SR creation? I've had service agents ask me repeatedly for files that I uploaded. Also after choosing a collected eBusiness instance it still asks for the database version, even though that has already been collected. Next SR (and we are getting plenty whilst implementing R12), I'll give some feedback.

Posted by Richard Halford on August 07, 2008 at 01:10 AM PDT #

Firstly, thanks for taking the time to provide your feedback Richard. We continue to drive awareness and adoption of SCM, both externally to our customers and internally to our support delivery organisation - we are continually educating our support engineers on how best to leverage SCM in improving SR Resolution times -- we are investing heavily in ensuring that our support engineers have knowledge about and easy access to configurations while processing & resolving SRs - please do let us know if the situation you describe persists. Regarding the issue of having to manually specify the database version, this is indeed frustrating and is something we are acutely aware of; we expect to have this issue resolved in the near future. Please do continue to provide us with such valuable feedback!

Posted by Garry Cronin on August 14, 2008 at 01:38 AM PDT #

I think you guys are moving in a great direction. As you progress down this particular road of evolution, I would love to have more control over my SRs, especially in terms of reporting. You have added functionality to export SRs as a CSV which is great. And I can do 100 at a time. However, what if I want all SRs that I have access to? I also like that you have added config tools to add/drop sortable columns, which really helps. I have not found a way to search the text/body of my SRs. For example, lets say I have an issue that sounds eerily familiar and reminds me of an SR I had 8 months ago, and I only remember keywords like "16009","emagent" and "jdbc". Keep up the good work.

Posted by Charles Schultz on September 02, 2008 at 10:41 PM PDT #

> I have not found a way to search the text/body of my SRs. Charles, I wrote a note about how to download your own SRs and search them locally. See http://yong321.freeshell.org/oranotes/MetalinkSRs.txt I talked to a support engineer before I wrote it. I think he told me he filed an enhancement request. Yong Huang yong321@yahoo.com

Posted by Yong Huang on September 22, 2008 at 04:32 AM PDT #

Your dependence on Adobe Flash 9 has completely shut me out of ANY on-line support from Oracle. I work in a hyper-secure environment, and am not allowed to install ANY SOFTWARE in my desktop environment. Furthermore, it is impossible to connect to the "old" (i.e. WORKING) version of MetaLink. Hence, I'm dead in the water. I'm a production DBA in a large data center, responsible for over sixty instances on 30+ servers. I can't do my job. Thanks for NOTHING, Oracle!!!!

Posted by Joe Cooper on September 29, 2008 at 02:07 AM PDT #

I have stopped using SCM for my SR's because of 2 key reasons: 1) Uploads NEVER EVER NEVER EVER worked correctly. As noted previously support analysts always reported they were corrupt or could not be opened, sometimes they reported they were not there. I got tired of it after reporting it, and have resorted to classic. 2) cannot do a simple CTRL+F to search body of SR's and honestly (as you requested) I'm not going to do some funky step to get a extract of the data when I can simply go on "Classic" metalink and do a CTRL+F - Firefox in-page search is a key business requirement for me - i use it constantly when scanning ML Notes and SR bodies. Flash takes away my ability to do this. In closing - it's cool but i think the flash is unnecessary. OBIEE and other BI tools of oracle's have interface functionality (drag to move reigons, etc.) just like these metalink flash screens but they are not flash (i don't think)... can't you guys find a way to do it without flash? YUCK!

Posted by Stephen Manning on October 14, 2008 at 07:36 AM PDT #

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