Thursday Aug 29, 2013

Sneak Peeks for My Oracle Support User Experience at OpenWorld... Sign up!

New designs for My Oracle Support

Do you want to get a sneak peek at some new designs for My Oracle Support? Will you be at Oracle OpenWorld?

The User Experience Team for My Oracle Support (MOS) will be at OpenWorld. They’ll be talking to customers and gathering feedback on some of their latest designs for upcoming releases. Don’t miss the opportunity to influence My Oracle Support! (We can't promise when we will deliver stuff, but we can promise to work on it and include your feedback!)

What type of users are we looking for?

It’s simple. We need MOS users. It doesn’t matter if you are a MOS guru or a MOS newbie, if you use MOS everyday or a couple times a month.

When do I need to participate? What do I need to do?

Sessions will be held Monday, September 23rd through Wednesday, September 25th. Each session is one hour long at OpenWorld (exact location will be provided).

Participants will need to sign up well ahead of time, via this form. Participants’ companies will have to sign a Customer or Partner Participation Confidentiality Agreement (CPCA or PPCA) if one is not already on file.

I want to participate, but I can’t do this one

My Oracle Support User Experience Team does usability testing regularly, so we’re always interested in getting more users on our list of people to call.

How do I get on the list?

If you want to join our user list for future tests, please email user researcher, Chad Sampanes (chad.sampanes@oracle.com).

We hope to see you at Oracle OpenWorld in San Francisco!

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 Jan 14, 2013

Mobile My Oracle Support ships OnDemand "Schedule RFCs" and Hotspot support for Blackberry

Last weekend, on 12-Feb-2013, we released Mobile My Oracle Support, Version 6.4. This was mainly a maintenance release focusing on bug fixes (40+) and usability/UI issues.

The main new feature in this release is the ability for OnDemand users to schedule RFC s(Requests for Change). If you have an OnDemand CSI in your profile and are an Authorized Approver, you can now approve and schedule RFCs from your mobile device.

Also note the support for BlackBerry’s HotSpot browser.

RFC List

RFC View Detail

RFC Schedule Header

RFC Schedule bottom

Friday Jul 20, 2012

MOS Users Get OFF Internet Explorer 6... Now

My Oracle Support has been messaging since January 2012 that IE 6 will no longer supported. With the release of the new HTML portal, the countdown will begin shortly to remove the Flash interface. Thus, you need to upgrade your browser. 

Supported Browsers

You can use the following browsers to access My Oracle Support:


For our Japanese, Chinese and Korean Customers...

My Oracle Supportには、IE6はサポートされなくなったことが1月以来、メッセージングされています。新しいHTMLポータルのリリースでは、カウントダウンがFlashのインターフェイスを削除するには、まもなく開始されます。したがって、ブラウザをアップグレードする必要があります。

サポートされるブラウザ

あなたは、My Oracle Supportにアクセスするには、次のブラウザを使用することができます。

Internet Explorer 7と高い - ダウンロードサイト

Mozilla Firefoxの3以上 - ダウンロードサイト

Chrome クロム5以上 - ダウンロードサイト

Safari 4の、より高い - ダウンロードサイト


My Oracle Support的1以来消息IE6不再支持发布HTML门户不久将开始倒计时删除闪存接口因此,您需要升级您的浏览器

支持的浏览器

您可以使用以下浏览器访问My Oracle Support的

Internet Explorer 7和更高 - 下载网站

Mozilla的Firefox 3和更高 - 下载网站

Chrome 浏览器5更高 - 下载网站

Safari 4和更高 - 下载网站


마이 오라클 서포트는 IE 6가 더 이상 지원되지 않는 것입니다 월부터 메시징되었습니다.새로운 HTML 포털의 출시 카운트 다운 플래시 인터페이스를 제거하려면 시작됩니다. 따라서 브라우저를 업그레이 드해야합니다.

지원되는 브라우저

당신은 나의 오라클 지원에 액세스하려면 다음 브라우저를 사용할 수 있습니다 :

인터넷 익스플로러 7 이상 - 다운로드 사이트

모질라 파이어 폭스 3와 높은 - 다운로드 사이트

크롬 5 이상 - 다운로드 사이트

사파리 4와 높은 - 다운로드 사이트


Thursday Jul 19, 2012

Does the MOS UI looks crazy? How to fix this right now.

Some customers have experienced an issue with the "Accessibility" option has been set in their settings, which for someone who is not Blind and using a screen reader would drive you crazy to use.  We are working to change this setting to "off" for these customers, but in the meantime you can fix this yourself very quickly.

[[ Watch the Video to Explain the Issue and How to Fix it in 30 seconds ]]

If you page looks like this, you have this setting ON.

And this will make it really difficult to navigate using your mouse.

The page should look like this.

Notice the "More..." menu which you didn't see before.


So you need to navigate to the Settings > Personalization page and turn OFF (uncheck) this box and "Apply Changes".


So to do this you need to use the TAB key on your keyboard.

From the Dashboard, even though you can't see or access the Settings tab you can get to it.

  1. Click tab while your cursor is in the browser window. Continue clicking tab till you tab to the "Tab Bar" - and you will cycle past Dashboard, Service Requests, etc... until the tab bar wraps around to the "Settings" tab.
  2. Press Enter
  3. If you are not on the Personalization page you can choose it from the list on the left.
  4. Now you should be able to use your mouse to uncheck the Accessibility setting and click "Apply Changes"
  5. You are set! Now the UI should work and look much better.

You can post any comments or issues here. Hope this helps! And we will rush to get this fixed.

If you INTENTIONALLY have the Accessibility setting checked, you will need to check this again after we reset this. AND we very much want to hear from you to get your specific feedback about the accessibility of My Oracle Support. Drop us a note on this Blog and we will contact you. Thanks and sorry for this problem.



Tuesday May 22, 2012

Free Whitepaper: Understanding Proactive Support

I was just sent this IDC whitepaper and read it. I thought it was pretty good, so I am passing it along...

It is officially titled, "The Business Value of Proactive Support Services"

It does a good job of covering the type of services one should expect from any company, and does a good job of giving the overview and a few cases studies of how Oracle does it. Seemed like a fair understanding and might be useful to understanding how your team should look at proactive services (with Oracle or with any vendor).

 The whitepaper also has a video and some more resources (one of which requires your Oracle SSO to view)

http://www.oracle.com/us/dm/68622-wwmk11055824mpp004-se-1595975.html?src=7318698&Act=62

Tuesday Nov 08, 2011

What is next in MOS Mobile?

MOS Mobile has been out for about a month. We found some bugs and we have them fixed (waiting to release the fixes). We think most folks found out about MOS Mobile from the banner on the sign in page.

In the meantime you have asked for a few features and new services. Great!  We are working on Knowledge and have heard from a bunch of folks about RFCs (for On Demand customers). Sounds good! We are meeting with those teams to get those services available to you. Sorry no dates, but starting meetings this week. 

 And for those who say that we don't support rotation. Can you send me an email with some screen shots? Our app does support rotation to the wide-screen view. Just make sure your rotation button (like on the iPhone) is unlocked and that other websites rotate just fine. If that is the case, email me so I can figure out what the problem is with our app, so we can fix it. A few folks have reported this and then basically said "never mind". so I am hoping it is just the locked orientation button (double click the iPhone button, scroll all the way to the left and and make sure the icon to the left of the play icons does NOT have the lock on it.

Tip of the Day: 

Did you know your iPhone (and other phones) can save the credentials so you don't have to sign in every time? I can't tell you to do this, but if you have a passcode on your phone already you might be allowed to do this. Your call. If you save your credentials, even if you timeout, or haven't been to MOS all week, your credentials will be ready to go. Check it out on your phone!

For iPhone - http://www.ehow.com/how_5300235_turn-iphone-autofill.html

Blackberry and Android also have stored password apps. We are not in that business, so I don't want to suggest any, but feel free to post a comment with a suggestion.

On Android (for my Samsung) - I installed the Oracle app 1.3.5. Swipped the toolbar over to "Support" and was able to sign in AND have the device remember my password. Cool...

Android remembering my password


Continue to give us feedback and ideas for features!

Thanks

Thursday Jul 21, 2011

Video Vignettes for My Oracle Support: Featuring user-driven innovations

My Oracle Support: Featuring user-driven innovations - New Videos Posted July 2012!

The HTML Transition is now in Full Swing...  So all of the old videos (that apply to the Flash UI) are now moot, although the concepts are still valid, if you want some background, the UI will be slightly different. Here are new videos for the HTML and Mobile user experiences. Learn what's new and start saving time today.

You can also use the Feedback link inside of My Oracle Support. There are also leader lead classes, and even sessions in other languages. Those posted here are only in English right now. Most are closed captioned for the hearing impaired.

MOS HTML

Introduction to the new Certify Search UPDATED (July 2012) for the new content, features and changes... This 6 minute video is of a live demo - no PowerPoint slides! Check the certify blog to know what content is in Certify (not all products are available in Certify) Let us know your comments! This video is closed captioned.

MOS Mobile

We only have one video right now, but a new one is on the way. This one shows the basics of Viewing and Updating Service Requests. But a new one is coming covering all of the great new features of MOS Mobile. Learn about what is new in Mobile, if you like.

MOS Flash (being phased out)

Overview of My Oracle Support (with an emphasis on migration of Sun customers)
This 6 minute video is of a live demo. It provides just the basics for a first time user of My Oracle Support. It has an emphasis on those who are coming from Sun support.

Registering for My Oracle Support (including Sun customers)
This 8 minute video is of a live demo. Although registration doesn't require much explanation, it goes into "Support Identifiers" which is how you gain access to features and services. It has an emphasis on those who are coming from Sun support.

Registration and Account Administration (with an emphasis on migration of Sun customers)
This 15 minute video is of a live demo. Learn how registration works for My Oracle Support with an emphasis on how the administrator at your organization handles setting and approving access for others in your organization. It has a focus on understanding Support Identifiers, getting approval to access, and administration of permissions. We also include getting access with Sun contracts and serial numbers.

Introduction to the new Health Recommendations features (July 21, 2011)

John covers how to get the most out of the Health Recommendations and customizing the experience (including how to get email alerts for hot issues or your key systems!). This feature is based on using the collector to upload configuration information to My Oracle Support. There are lots of other advantages to doing that, but for this video we focus on the use of Health Checks. 

Introduction to the new Certify Search
UPDATED (July 2011) for the new content, features and changes... This 6 minute video is of a live demo - no PowerPoint slides! Check the certify blog to know what content is in Certify. Not everything is there yet! Let us know your comments!
(Version Subtitled in Japanese - 日本語の字幕付きバージョン)

Certifications Searching - Advanced Uses
This 6 minute video is a live demo - no PowerPoint slides! Although there is not much to talk about in advanced training, we think some tips and tricks might be helpful, so here they are.

Upgrade Planner
This 8 minute video of the real software contains no PowerPoint slides. It covers the forthcoming feature to help customers plan an upgrade from one software release to another. Let us know what you think!

Upgrade Planner - Advanced Uses
This 10 minute video of the real software contains no PowerPoint slides. It covers upgrades which would require merge patches, patches which need to be requested and more details on how to access the upgrade planner and some tips and tricks. Let us know what you think!

"Sun" Auto Service Requests

A quick (3 minute) introduction (not demo) of the ASR process for Hardware (Sun) customers. It explains how it works and the basic value of this cool feature. If you want the long and detailed explanation you can try this video.



Most Popular
These videos address frequently asked questions and are among our most watched.


How do I Install configuration manager
Learn the most efficient way to install Oracle Configuration Manager (OCM) in your environment to receive the full value from your support experience. Accurate as of Oct 2010.


Why use configuration manager?
Learn which features require users to download, install and use Oracle Configuration Manager (OCM), and whether these use cases are right for you.


Creating a Service Request
Review methods for creating a Service Request, the features of each step, and what to expect if you save drafts or file the Service Request (does not cover Sun "Hardware" service requests, this will be covered in another session).

Dashboard Customization
Key ways to customize your experience by creating a tailored view of your Oracle support data. This video is applicable for customers with and without Oracle Configuration Manager (OCM) in use.

PowerView
Tailor your searches so you see only results relevant to your environment. Power View is especially useful for customers with large numbers of Support Identifiers and collectors.

Searching
Tips and tricks for getting the most out of Knowledge searching, refining searches, and advanced searches. Useful for all users. Mostly accurate, could use a refresh (Oct, 2010)

Reporting
Learn about the Inventory report and its many features. This demo is for customers using Oracle Configuration Manager (OCM).

Monday Jul 11, 2011

Use of WGET instead of downloading patches and software "manually"

-- Update July 11st, 2011 --

Use of LANG=C is now included in the scripts.

On servers where the locale is not english, the use of grep may have unintended side effects.  The script now sets this to avoid issues with customers on non-English servers.

We broke WGET for Patch Downloads.  This is NOW FIXED.

Thanks to some customers for reporting this we now know the problem and the solution.

When you see examples like this

$WGET  --load-cookies=$COOKIE_FILE --save-cookies=$COOKIE_FILE --keep-session-cookies "https://updates.oracle.com/Orion/Services/download/p8534378_111060_Linux-x86-64.zip?aru=11399081&patch_file=p8534378_111060_Linux-x86-64.zip" -O $OUTPUT_DIR/p8534378_111060_Linux-x86-64.zip   >> $LOGFILE 2>&1

you will now see

$WGET  --user-agent="Mozilla/5.0" --load-cookies=$COOKIE_FILE --save-cookies=$COOKIE_FILE --keep-session-cookies "https://updates.oracle.com/Orion/Services/download/p8534378_111060_Linux-x86-64.zip?aru=11399081&patch_file=p8534378_111060_Linux-x86-64.zip" -O $OUTPUT_DIR/p8534378_111060_Linux-x86-64.zip   >> $LOGFILE 2>&1


I am so sorry you have this issue. Let me know if you see it fixed in production!

----

As some of you know FTP for downloading patches went away. :-<

And as some of you might not know WGET was put in place to allow for the same access but via the security mechanisms used by Oracle.

We are working on allowing a hybrid approach to downloads via My Oracle Support.
You search and collect up what you want in My Oracle Support, but instead of downloading to your desktop (which you then might need to copy over to a server), you can copy a WGET script complete with authentication token to use directly say a unix box of your choosing (could even be an Enterprise Manager repository or staging server you defined) to get the large files.

In process for a forthcoming release (can't mention dates, releases, etc....) we want a little feedback from you.

And so you know this ALSO can include software upgrades and base software (something which is rather large depending on the product - like 10 to 80 gig!).


My question for those who use WGET....

Would you copy a script to your clipboard from say My Oracle Support (and paste into your own .sh type script which you have open in a terminal session?)
or maybe just want to copy the file to your desktop or mounted drive?
What . (dot) format would you expect the file to be in?

Any other tips or tricks you might offer for doing this kind of interaction?

See the image below for an "idea" of what we are talking about - once you have selected a list of patches and were given something like this...

What is your feedback?

-- Update July 7th - here are some updated examples of the dialog box.

Feedback, so far, indicates just the download .sh button would be probably enough.

wget more2.jpg

--- Update.....
Here is a copy of the .sh file... still a work in progress.
We hear you about Proxy setting. Will work to get that as part of this.
Will work to make it more "user readable"...

#/bin/sh

# # Generated Tue Jun 01 06:48:48 PDT 2010 # Start of user configurable variables #

# Path to wget command WGET=/usr/bin/wget

# Location of cookie file COOKIE_FILE=/tmp/$$.cookies

# Log directory and file

LOGDIR=/tmp LOGFILE=$LOGDIR/wgetlog-`date +%m-%d-%y-%H:%M`.log

# SSO username and password SSO_USERNAME=your.name@oracle.com SSO_PASSWORD=

# E-Delivery token

# The EPD_TOKEN will expire 48 hours after the following generation date # 2010-06-01 10:03:29 UTC EPD_TOKEN=ZjJQSFlNblZjcTRIaXYvNHFQWUVjUSBFUEQtZGlhcm11aWQuY2F3bGV5QG9yYWNsZS5jb20gMjI4NzUyMCBXZWxjb21lUGFnZSA4NDAgMTI3NTQxNTQwOQ@@

PASSWORD_9434145=

# # End of user configurable variable #

if [ "$PASSWORD_9434145 " = " " ]

then echo "Please edit script and set PASSWORD_9434145" exit fi

if [ "$SSO_PASSWORD " = " " ] then echo "Please edit script and set SSO_PASSWORD" exit fi

# Contact updates site so that we can get SSO Params for logging in SSO_RESPONSE=`$WGET http://updatesdemo.us.oracle.com/Orion/Services/download 2>&1|grep Location`

# Extract request parameters for SSO SSO_TOKEN=`echo $SSO_RESPONSE| cut -d '=' -f 2|cut -d ' ' -f 1` SSO_SERVER=`echo $SSO_RESPONSE| cut -d ' ' -f 2|cut -d 'p' -f 1,2` SSO_AUTH_URL=sso/auth AUTH_DATA="ssousername=$SSO_USERNAME&password=$SSO_PASSWORD&site2pstoretoken=$SSO_TOKEN"

$WGET --post-data $AUTH_DATA --save-cookies=$COOKIE_FILE --keep-session-cookies $SSO_SERVER$SSO_AUTH_URL >>

$LOGFILE 2>&1$WGET --load-cookies=$COOKIE_FILE --save-cookies=$COOKIE_FILE --keep-session-cookies

"http://updatesdemo.us.oracle.com/Orion/Services/download/p9434145_11107_Solaris-64.zip?aru=12254122

&patch_file=p9434145_11107_Solaris-64.zip&patch_password=$PASSWORD_9434145" -O 9434145_file_1 >> $LOGFILE 2>&1

$WGET --load-cookies=$COOKIE_FILE --save-cookies=$COOKIE_FILE --keep-session-cookies "http://updatesdemo.us.oracle.com/Orion/Services/download/p8705958_10204_Linux-x86.zip?aru=11799041 &patch_file=p8705958_10204_Linux-x86.zip" -O 8705958_file_1 >> $LOGFILE 2>&1

$WGET --load-cookies=$COOKIE_FILE --save-cookies=$COOKIE_FILE --keep-session-cookies

"http://epd-demo.us.oracle.com/EPD/Download/process_download/A89130-01.zip?file_id=4462918&aru=4985314

&userid=your.name@company.com&egroup_aru_number=10615835&email=your.name@company.com&country_id=840

&patch_file=A89130-01.zip&userid=your.name@company.com&email=your.name@company.com&country_id=840&token=$EPD_TOKEN" >>

$LOGFILE 2>&1

# Cleanup rm -f $COOKIE_FILE


Tuesday Dec 21, 2010

My Oracle Support: Your Mobile Needs

We know you have issues with My Oracle Support. But one area which we haven't tried to help customers is in the mobile space.

If you have a few minutes GET INVOLVED!
Our goal is to be able to deliver a "5 star" solution via mobile for limited set of specific and important uses. We don't plan on delivering the kitchen sink. Help us plan on what is REALLY important to you when on the move.

We will be posting not just a new survey, but a "presentation" which you can view from your smart phone or browser giving you a look into where we are going AND it allows you to provide feedback on each and every thing we are doing. Crazy right? We want to hear in great detail what you think about what we plan to do, so when we do it, it can be just what you need to do your job. Stand by!

About

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
2
3
5
6
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today