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My Oracle Support Blog

Major Update for Service Request for Mobile

Updates to Mobile My Oracle Support

Welcome to the newest release of MOS Mobile! It is available starting Jan 28th,
2012 at support.oracle.mobi

What is New?

Lots more fixes and features around Service Request (SR). We have
tried to fix and improve everything we have heard from customers, so keep the
feedback coming!

The FAQ is also updated.  Here is a demo video of the user experience.

In the meantime, rest assured we are working on NEW features
as well, all based on customer feedback. Items like administration (approving
requests), knowledge (searching for articles, bugs and more), and even On
Demand (viewing and managing RFCs). We will get these features to you as soon
as we can.

For now, lets review some key changes.

Bugs Fixed

  1. Wrapping, you should now not have an issue with
    the SR details being too wide for the screen.
  2. Signin, fixed issues with customers who had
    OnDemand accounts which have an “&” in the name. (We still don't do RFCs... yet)
  3. Better labeling
  4. Improved accessibility and support for screen
    reader on the iPhone
  5. Android’s “Back” button, now correctly goes back
    (Sorry about that one!)
  6. Many other “little” bugs

Enhancements for SR

  1. Mark and Unmark SRs as Favorites
  2. Share URLS of SRs
  3. Add an Alternative Contact for an SR (and be
    able to search for names)
  4. Choose a user (and use search, if needed) when
    creating an SR search
  5. Support for Hardware SRs; shows service address,
    view field service notes
  6. Better design for “Show More…” SRs and “Read
    Full Update” when an SR update is long
  7. Highlight severity 1 and 2 SRs
  8. Better design for how we show SRs requiring your
    attention or your teams attention
  9. Improved support for large number of Support
    Identifiers (CSIs) when creating searches
  10. Showing the time of an update (but it is only in Central Time Zone at the moment)

New Features

  1. View attached Articles or file attachments (jpg,
    pdf, txt, etc…) – but one note, if you view an image, you can’t zoom. We are
    working to fix that.
  2. View Articles and Bugs referenced in Service
    Requests (if someone recommends to read “Article 250.1” in the SR you can click
    the link and read it, share it or print it.
  3. Close SRs
  4. Re-open closed SRs

“Real” Support for the Native iPhone App (coming real soon)

  1. Attach images to SRs (from your phone’s library
    or take a picture of a screen)
  2. Native headers and support for all four My Oracle Support languages
  3. Toolbar-based navigation
  4. Native menus

Please note the website does NOT remember your name and
password, but your phone CAN remember it. It is up to you to set that up. But
we have a blog post on how to do remember your password.

Here is what it looks like when you set the feature on an iPhone to remember your password, and the new SR screen showing the new features, and how attachments are now viewable.

SRs have new features for MOS Mobile

And here is how you see "Documents" or "Bugs" as links, so you can view them. You can't zoom the document, just scroll. We are going to add that next. But you can copy the URL, view it, even print if you have set up your phone for that. Give it a try and tell us what you think.

Articles are linkable and viewable in SRs


Join the discussion

Comments ( 6 )
  • guest Thursday, April 19, 2012

    Any chance the Oracle on Demand functions like Schedule RFC will be added? This would be a great feature.


  • guest Tuesday, April 24, 2012

    I'm looking for "Service Request # 3-4992610661" please help me because I need to apply a SAR of this is that this Service Request (SAR number 13459022 is to be applied in the program P76B805 - World Software)


  • Stephen Booth Wednesday, April 25, 2012

    Is this iPhone only or is there (or will there be) a Blackberry and/or Android version? I can't find it in AppWorld or Market.

    Thanks

    Stephen


  • guest Thursday, May 3, 2012

    iPad app crashes constantly. Also, there doesn't seem to be an interface to the support site in the iPad app (the iPhone version does seem to have such a link from the screenshots on the apple store).


  • Richard Miller Monday, May 14, 2012

    The app is being edited to fix the links to support.oracle.mobi.

    Try reinstalling the app to fix the app crashing issue.

    On Demand RFCs are a work in progress! We are currently testing this new release with customers. Contact us again, if interested in participating.


  • Daniel O.T. Friday, June 22, 2012

    When will it be available on Android platform.


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