PeopleSoft, JDEdwards, Hyperion, Siebel Customer Feedback Needed

In my last post, Welcome to My Oracle Support, I asked you to give us some feedback on how it is going. Thank you for replying.

Its been a little over one week since you have been up and running on the My Oracle Support portal and the Oracle product management team is busy prioritizing the next round of improvements, enhancements and new innovations to the platform. We want to give you the opportunity to help shape the future agenda. Give us some general feedback and suggestions for improvement that we will take very seriously and help us make My Oracle Support better for you.

We greatly appreciate it if you could take a few minutes to consider the following five questions and post a comment. All feedback is welcome...please tell us about your experience with My Oracle Support.

1. How would you rate your overall user experience?

a. Excellent
b. Acceptable
c. Poor

2. Are there areas of usage performance you would like to see improved?

3. How is My Oracle Support search and knowledge management meeting, or failing to meet, your expectations and most important requirements?

a. Are there search operations are you trying or wishing to perform that are not working for you?
b. Please share your insight into opportunities and suggestions for improvement.

4. How is My Oracle Support service request management meeting, or failing to meet, your expectations and most important requirements?

a. Are there service request management functions you are trying or wishing to perform that are not working for you?
b. Please share your insight into opportunities and suggestions for improvement

5. How is My Oracle Support configuration management meeting, or failing to meet, your expectations and most important requirements?

a. Are there configuration management functions you are trying or wishing to perform that are not working for you?
b. Please share your insight into opportunities and suggestions for improvement

Thank you for engaging the My Oracle Support product management team in this important voice of the customer activity.


With respect, that's a lame questionnaire. I set to answering it, before realising it's not five questions, it's at least seven, and only one which is multiple choice, the rest request written answers. That's fine, but I bet I'm not the only one who wants to help and has a quick minute to bash out some a b a c a a answers, but not to write an essay. The way you've presented it makes it look like the former not the latter. In essence: New site is not bad. Flash is slower than HTML. Site design is nice, but could all have been done with css/JS rather than Flash. Takes too long to load up, is slower to navigate around, and I can't use ctrl-tab in firefox to move between my open tabs. Can't access my OBIEE patches anymore, have raised a non-tech SR for it (get access denied). Like being able to see complete SR history (not limited to 100 anymore), like the SR printable view, both very useful. Uploading of files is a lot worse: - Behind a corp firewall and flash upload of files doesn't work because of proxy settings unless I switch to IE (instead of FF). Wouldn't happen if it were not Flash. - Virus scanner is very dumb, had an SR where I couldn't upload a JPG of an error and engineer couldn't send me a JAR file. - Got error "Upload failed with IOException when loading file: "/app/orionfs/SR/3-1002110671/patches.png"". Lame. I could raise non-tech SRs for all these, but I really shouldn't have to!

Posted by rnm1978 on September 10, 2009 at 07:01 PM PDT #

rnm1978, Thank you very much for the thoughtful feedback and for sharing your insight into what we can do to make your My Oracle Support user experience better. My intention in soliciting feedback is to get beyond yes, no, maybe answers to canned questions and to probe more deeply to discover actionable user insight into ways that My Oracle Support can be improved. I apologize if I misled you in any way and very much appreciate the time you took to share your perspective and suggestions for improvement. Your input clearly tells where to focus our correction and enhancement efforts. Thank you for starting off the feedback responses. I look forward to hearing more from you and from other My Oracle Support users. Kind Regards, tonyc

Posted by tonyc on September 11, 2009 at 02:54 AM PDT #

Instead of flash you should use AJAX/HTML/CSS technologies. Flash interface not only very slow it is also very inconvenient to use and contains lots of bugs I'm seriously. I can not even imagine how many complains will you have after disabling html interface on metalink. Don't waste time to enhance flash interface just get rid of it.

Posted by rizork on September 14, 2009 at 08:34 AM PDT #

Hi tony, thanks for the response. I've raised a couple of non-tech SRs for problems I've encountered, and I'm afraid neither are inspiring my faith in the new system much. have a look at SR 3-1002297667 and 3-1002110671. at the moment it feels a bit like a war of attrition...

Posted by rnm1978 on September 14, 2009 at 10:13 PM PDT #

Support has been collecting feedback for years. I applaud your efforts to be more vocal about wanting feedback, and even an fine exhibition of listening ears. However, where are the "fruits of _our_ labor"? =) Where are the summaries, the prioritizations, the goals that come directly out of these many avenues of feedback? When folks say the Flash interface is slow or the Upload widget is buggy, what kind of actions is that translated into? I have heard that a new MOS patch is coming out soon. When, exactly, and what exactly will it effect? Of the issues patched, which of those are directly from customer feedback? Please provide some reverse feedback. Thanks,

Posted by Charles Schultz on September 14, 2009 at 11:31 PM PDT #

Hi rnm1978, Thank you for logging the 2 SR's. 3-1002110671: has bugs and no work around for you to get into 'Download & Patches'. We have seen this issue before and resolution is being investigated by development . 3-1002297667: looks like there is a problem with the URL. I have spoken with Support Delivery management on and you will see progress in resolving both SR's. tonyc My Oracle Support Product Management

Posted by tonyc on September 15, 2009 at 05:56 AM PDT #

Hi Rizork, There will always be trade-offs with any technology choice. We have, and are continuing, to evaluate technologies to support future versions of My Oracle Support. We felt that Flash was best suited to meet our needs at that time. To that point, we are not using Flash for all of the capability included in My Oracle Support. Relative to performance, My Oracle Support is fully configurable and you can add or delete regions per your preference. Part of the thinking was to try and load once in the initial dashboard, instead of navigating multiple pages. This allowed users to do everything from a single console for the duration of their session, but this did have some overhead in order to populate the personalized content. We understood some would like to do less upfront, so we've made it configurable. We continue to optimize My Oracle Support performance, so that it only initializes what you need. Regards, Dinesh

Posted by Dinesh on September 16, 2009 at 02:25 AM PDT #

Well, the new Support looks nice and some features like dashboard are great. But then the big drawback is Flash. It actually makes the site almost unsable because computer running with 2Gigs memory and abling me to make serious Siebel development can run the support site without affecting overall performance. It can't be good if 20%-30% of CPU time is continuoulsy spent for running damn Flash! And this is the case even I'm not doing anything, just keeping the site open. This actually forces to make just quick visits, search, print and get out as soon as possible.

Posted by Pirkka on September 22, 2009 at 03:14 PM PDT #

I agree with a previous poster about flash and it's effect on workstation performance. While the new site is full of good information, you can't really use it effectively because of this. Also - I upgraded to IE 8 (after certification with R12) and now you can't read any of the notes in My Oracle Support. I logged an SR on this over 9 weeks ago when I tried to upgrade to IE 8 the last time. At the time I was assured that the product team was working on it. Doesn't seem to be addressed. I'm back to using which is fine with me. Even if My Support worked with IE 8, I'm not sure I would even use it as long as metalink remained in place.

Posted by Michael on September 23, 2009 at 05:37 AM PDT #

This is truly awesome Thankyou for putting this out there :D

Posted by Frank Johnston on December 10, 2009 at 04:24 AM PST #

Great site :) I am so looking forward to reading more posts :)

Posted by Karen Wells on December 10, 2009 at 04:37 AM PST #

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