My Oracle Support

4. Introducing: My Oracle Support

5. Next Generation Support Embedded Configuration Management Extensive Knowledge Base & Communities Personalized & Proactive Service Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge Introducing: My Oracle Support

6. Headlines My Oracle Support - The Next Generation Support Experience Key features/themes Personalized Support Faster problem resolution by embedding your configuration information into service request flows and providing Oracle Support the information they need to fix your problem quickly and efficiently Simplified support experience from a single, comprehensive and personalized dashboard of your service requests, configurations & projects Proactive Support Proactive support advice based on personalized, preventive security and product patch alerts that address the problem before it can impact your business Improved systems stability delivered through proactive advice and health checks driven by Oracle best practices Personalized and targeted knowledge from an extensive Oracle knowledge base resolving problems quicker and minimizing any potential business impact Collaborative Support Experience a collaborative support community in which to share best practices and knowledge Participate in discussion forums and collaborate with an extensive network of Oracle expertise Exchange best practices and learn from industry peers and Oracle to stay ahead My Oracle Support Messaging Summary

7. Demonstration With this introduction to what My Oracle Support Configuration Manager is all about. Lets switch to a demonstration where I can walk you through exactly what interface is meant to do. With this introduction to what My Oracle Support Configuration Manager is all about. Lets switch to a demonstration where I can walk you through exactly what interface is meant to do.

8. This takes you to the My Oracle Support configuration manager dashboard.   The Framework is built by using Flash which gives us a lot of flexibility to design a system that is very user friendly.    In reviewing the Framework the tabs on the top left are:   •Dashboard, Knowledge, Service Requests, Patches and Updates, Community, Certify, Reports, and the Collector tab.   • Dashboard tab - is comprised of a number of regions similar to portlets. • Knowledge tab – Provides a comprehensive wealth of Metalink information • Service Requests tab – Allows you to create, update, view, & manage your Service Requests. • Patches and Updates tab - Allows the user to view patches and updates. • Community tab – Provides access to internal Forums • Certify tab – provides product and platform certification information for many Oracle products • Reports tab - has detailed Inventory and Usage as well as Service Request Reporting information • Collector tab – Provides information on how to get the most out of My Oracle Support. In the upper right hand corner are the Feedback and Settings tab. • To get help: In the upper right hand corner is a “question mark” icon. This will give you “Page Sensitive Help for the specific page that you are in. The Feedback tab- Allows customers to make product suggestions and log Enhancement Requests • Settings tab – Allows you to change Accounts and Privileges, Personalization’s, create Service Request Profiles, create Customer System Properties, and if you are a Customer User Administrator allows you to Manager Users and update Pending User Requests. review each one. •The regions in the dashboard are customizable, You can drag-and-drop to rearrange, You can minimize or maximize regions •You can Edit (e.g. number of SRs displayed in that region by default), •Within the regions the columns can be resized/re-ordered/sorted/added/ deleted or you can group the content within a region. •Each region is context-sensitive with right-click menus. •Copy allows you to paste content from the clipboard, export directly to a CSV file or Print a view. (Copy features are available from the Service Request, Configuration and Projects and Targets regions).     My Oracle Support also give you the ability to not only customize specific regions but also to customize the entire dashboard. Lets say you want to have a separation region for EBS systems and one for DB systems. Through the filtering capability you can filter out all EBS systems by using the string “_ebs”. Edit the region and change the region name. Then In the upper right corner, click on the "Customize Page” link and add another System Region to the dashboard. This will allow you to have multiple system regions (1 for DB, 1 for ebusiness suites, etc).     •Additionally you can perform additional filtering, on a global level, using a feature call “PowerView” which I will demonstrate next. This takes you to the My Oracle Support configuration manager dashboard.   The Framework is built by using Flash which gives us a lot of flexibility to design a system that is very user friendly.    In reviewing the Framework the tabs on the top left are:   •Dashboard, Knowledge, Service Requests, Patches and Updates, Community, Certify, Reports, and the Collector tab.   • Dashboard tab - is comprised of a number of regions similar to portlets. • Knowledge tab – Provides a comprehensive wealth of Metalink information • Service Requests tab – Allows you to create, update, view, & manage your Service Requests. • Patches and Updates tab - Allows the user to view patches and updates. • Community tab – Provides access to internal Forums • Certify tab – provides product and platform certification information for many Oracle products • Reports tab - has detailed Inventory and Usage as well as Service Request Reporting information • Collector tab – Provides information on how to get the most out of My Oracle Support. In the upper right hand corner are the Feedback and Settings tab. • To get help: In the upper right hand corner is a “question mark” icon. This will give you “Page Sensitive Help for the specific page that you are in. The Feedback tab- Allows customers to make product suggestions and log Enhancement Requests • Settings tab – Allows you to change Accounts and Privileges, Personalization’s, create Service Request Profiles, create Customer System Properties, and if you are a Customer User Administrator allows you to Manager Users and update Pending User Requests. review each one. •The regions in the dashboard are customizable, You can drag-and-drop to rearrange, You can minimize or maximize regions •You can Edit (e.g. number of SRs displayed in that region by default), •Within the regions the columns can be resized/re-ordered/sorted/added/ deleted or you can group the content within a region. •Each region is context-sensitive with right-click menus. •Copy allows you to paste content from the clipboard, export directly to a CSV file or Print a view. (Copy features are available from the Service Request, Configuration and Projects and Targets regions).     My Oracle Support also give you the ability to not only customize specific regions but also to customize the entire dashboard. Lets say you want to have a separation region for EBS systems and one for DB systems. Through the filtering capability you can filter out all EBS systems by using the string “_ebs”. Edit the region and change the region name. Then In the upper right corner, click on the "Customize Page” link and add another System Region to the dashboard. This will allow you to have multiple system regions (1 for DB, 1 for ebusiness suites, etc).     •Additionally you can perform additional filtering, on a global level, using a feature call “PowerView” which I will demonstrate next.

9. Creating Global Filters: PowerView While My Oracle Support places critical support information at your fingertips, the size and scope of your organization can make sifting through this support information a daunting task. Different categories of users will have different information needs. My Oracle Support allows the user to customize information display by setting filters for individual regions, allowing them to view only the information that they are interested in seeing. There may, however, be situations where users need to have information filtered globally. PowerView allows users to take the attributes of any product and use them to filter information globally across most areas of My Oracle Support. (i.e System Health, Systems, Projects, Service Requests, and Knowledge) Users can add as many PowerView filters as required to display only the information in which they are interested. For example, users can set up filters to display one or more target types (or exclude specific target types), specific lifecycle stages such as showing only production systems, or configurations residing on hosts with names containing a specific text pattern.   As part of the latest release you can now also create/modify PowerView filters directly from the content attributes of a specific region via the Action menu.   <Note> To Demo: I start by adding Organization and then press apply. Then add Configuration contains XINA and press apply, then choose Target Type is Oracle E-Business Suite and press apply. After each apply note the changes that are taking place.   Once we have setup our dashboard with the look and feel of what we want. We can drill down into anyone of the regions. Lets take a look at this (VIS11510_apps_db_global-ops.oraclecorp.com_ebs) eBusiness suite configuration to see how its setup.   Creating Global Filters: PowerView While My Oracle Support places critical support information at your fingertips, the size and scope of your organization can make sifting through this support information a daunting task. Different categories of users will have different information needs. My Oracle Support allows the user to customize information display by setting filters for individual regions, allowing them to view only the information that they are interested in seeing. There may, however, be situations where users need to have information filtered globally. PowerView allows users to take the attributes of any product and use them to filter information globally across most areas of My Oracle Support. (i.e System Health, Systems, Projects, Service Requests, and Knowledge) Users can add as many PowerView filters as required to display only the information in which they are interested. For example, users can set up filters to display one or more target types (or exclude specific target types), specific lifecycle stages such as showing only production systems, or configurations residing on hosts with names containing a specific text pattern.   As part of the latest release you can now also create/modify PowerView filters directly from the content attributes of a specific region via the Action menu.   <Note> To Demo: I start by adding Organization and then press apply. Then add Configuration contains XINA and press apply, then choose Target Type is Oracle E-Business Suite and press apply. After each apply note the changes that are taking place.   Once we have setup our dashboard with the look and feel of what we want. We can drill down into anyone of the regions. Lets take a look at this (VIS11510_apps_db_global-ops.oraclecorp.com_ebs) eBusiness suite configuration to see how its setup.  

10. We are now looking at the detailed system view. As you can see it looks similar to what we were looking at before. Whereas the previous dashboard covered the entire enterprise environment, this dashboard shows many of the same pieces of information but just in the contexts of this particular configuration. This includes service requests specifically related to this system , the system details either viewing by component (flat) or by physical view (host), knowledge base articles that are specifically related to this configuration, system health with checks and patch advice, and system overview. Now some of these areas including Health and Knowledge base we will talk about later in more detail. For now lets continue to concentrate on the system details. This system overview shows the name, description, life cycle, the last time it was updated and a listing of the Custom defined attributes. If you are the Customer User Administrator or the owner of the System you will be able to edit the System and change the name, description, life cycle, and set the value for the available custom defined attribute. We are now able to do a snapshot and change history at the System level, which I will review with you in just a few minutes We can see the people that are associated with this system The Projects that are associated with this system And the user defined products In the upper left hand corner we can identify this as a favorite by simply clicking on the star. We can look at the system detail to see exactly what this system is comprised of. Lets look at one of these components (I usually drill down into one of the DB components) I will click on this component and get the target details for this component – next slide We are now looking at the detailed system view. As you can see it looks similar to what we were looking at before. Whereas the previous dashboard covered the entire enterprise environment, this dashboard shows many of the same pieces of information but just in the contexts of this particular configuration. This includes service requests specifically related to this system , the system details either viewing by component (flat) or by physical view (host), knowledge base articles that are specifically related to this configuration, system health with checks and patch advice, and system overview. Now some of these areas including Health and Knowledge base we will talk about later in more detail. For now lets continue to concentrate on the system details. This system overview shows the name, description, life cycle, the last time it was updated and a listing of the Custom defined attributes. If you are the Customer User Administrator or the owner of the System you will be able to edit the System and change the name, description, life cycle, and set the value for the available custom defined attribute. We are now able to do a snapshot and change history at the System level, which I will review with you in just a few minutes We can see the people that are associated with this system The Projects that are associated with this system And the user defined products In the upper left hand corner we can identify this as a favorite by simply clicking on the star. We can look at the system detail to see exactly what this system is comprised of. Lets look at one of these components (I usually drill down into one of the DB components) I will click on this component and get the target details for this component – next slide

11. In this view we can get Health Checks,Patch Advice, a Target Overview, and target details for this component of the system. Here we can see System Global areas, High Availability, Users, Database Options , and a variety of other system details that have been sent up to My Oracle Support by the collector. In this view we can get Health Checks,Patch Advice, a Target Overview, and target details for this component of the system. Here we can see System Global areas, High Availability, Users, Database Options , and a variety of other system details that have been sent up to My Oracle Support by the collector.

12. Snapshot allows the customer the ability to determine the value of a Configuration on a specific date. Change history allows the user to compare a historical snapshots with the current target, or other historical snapshot. From the Target view we can switch to view the details of other related targets. For instance, the host of the this target. If I click on this host – next slide Snapshot allows the customer the ability to determine the value of a Configuration on a specific date. Change history allows the user to compare a historical snapshots with the current target, or other historical snapshot. From the Target view we can switch to view the details of other related targets. For instance, the host of the this target. If I click on this host – next slide

13. What I am looking at now is the system details for this Host target. As a host target it has different types of target details then a DB does: Hardware, Operating System, Network Information, IO Devices, etc… I can backtrack to where I was through the breadcrumb trail going back to the database instance, all the way back to the eBusiness Suite that this component is part of and then back to our overall dashboard. What I am looking at now is the system details for this Host target. As a host target it has different types of target details then a DB does: Hardware, Operating System, Network Information, IO Devices, etc… I can backtrack to where I was through the breadcrumb trail going back to the database instance, all the way back to the eBusiness Suite that this component is part of and then back to our overall dashboard.

14. Moving back up to the dashboard you have the System Health region that contains Heath Checks and Patch advice. Health Checks are run on the server to provide proactive recommendations on your configurations. The System Health region provides you with an overall view of system health across the enterprise, configuration, or specific target, as well as advice about patches that should be applied to your systems. What we are looking at now is the number of alerts (critical, warning and informational) for the entire enterprise. Here we can drill down into the critical warning ? Moving back up to the dashboard you have the System Health region that contains Heath Checks and Patch advice. Health Checks are run on the server to provide proactive recommendations on your configurations. The System Health region provides you with an overall view of system health across the enterprise, configuration, or specific target, as well as advice about patches that should be applied to your systems. What we are looking at now is the number of alerts (critical, warning and informational) for the entire enterprise. Here we can drill down into the critical warning ?

15. Drilling down on the red bar we can see the critical issues. Here we see another type of dashboard – the dashboard for system health issues. This dashboard has regions that are specific to to it, a Summary of the health issues that we have been alerted to, Health Trends and the details of our Health Checks. The System health Summary can be either viewed by category or by target type. Looking at the Categories – we can see the breakdown in terms of patch, Instance, security, Init Parameters, archiving and Logging, and OS parameters and Utlimits. Viewing by target type we can see what most of the targets are ( i.e –Host, Apps Server, Cluster Database, eBusiness Suite, and Database Instance). Health trends show you the alerts that have been coming into play over time. In the bottom region we can see the Health Checks themselves, we can see the finding, we can see a link to the target for the specific findings. We can move back and forth between the difference areas of checks. And if we click on a finding we can see the details of that healthcheck itself. We can also drill into the specific target of that finding that will bring us back to the target dashboard. This will display the health checks, overview patch advice and details specific to that target. Drilling down on the red bar we can see the critical issues. Here we see another type of dashboard – the dashboard for system health issues. This dashboard has regions that are specific to to it, a Summary of the health issues that we have been alerted to, Health Trends and the details of our Health Checks. The System health Summary can be either viewed by category or by target type. Looking at the Categories – we can see the breakdown in terms of patch, Instance, security, Init Parameters, archiving and Logging, and OS parameters and Utlimits. Viewing by target type we can see what most of the targets are ( i.e –Host, Apps Server, Cluster Database, eBusiness Suite, and Database Instance). Health trends show you the alerts that have been coming into play over time. In the bottom region we can see the Health Checks themselves, we can see the finding, we can see a link to the target for the specific findings. We can move back and forth between the difference areas of checks. And if we click on a finding we can see the details of that healthcheck itself. We can also drill into the specific target of that finding that will bring us back to the target dashboard. This will display the health checks, overview patch advice and details specific to that target.

16. Working with Targets The Targets region was added to allow you to access targets directly from the top-level dashboard without having to drill down into a specific system (configuration). This provides you with instant access to target information such as the host on which it resides, home location, or which targets are not currently part of a configuration. You can also deactivate targets directly from this region. Working with Targets The Targets region was added to allow you to access targets directly from the top-level dashboard without having to drill down into a specific system (configuration). This provides you with instant access to target information such as the host on which it resides, home location, or which targets are not currently part of a configuration. You can also deactivate targets directly from this region.

17. This pictorial represents the Inventory and Usage regions. This is a breakdown about how the different environment is distributed among different hosts, database version, application server versions, and applications. We can also go from here directly to a full report which we will cover when we talk about the reports tab. This pictorial represents the Inventory and Usage regions. This is a breakdown about how the different environment is distributed among different hosts, database version, application server versions, and applications. We can also go from here directly to a full report which we will cover when we talk about the reports tab.

18. In reviewing the Service Requests Region, you can see the Problem Summary, SR Number, Severity, Assigned To, Status and Last update. If you click on the “Create SR” it will take you to the Create Service Request screen. You can also perform various filtering activities for instance by sorting by: Who it is “Assigned-To,” “Problem Summary,” “ Severity,” or “SR Number.” Like the system region you have the same edit, copy,and group capabilities. By clicking on the SR you can see the details of the SR . In reviewing the Service Requests Region, you can see the Problem Summary, SR Number, Severity, Assigned To, Status and Last update. If you click on the “Create SR” it will take you to the Create Service Request screen. You can also perform various filtering activities for instance by sorting by: Who it is “Assigned-To,” “Problem Summary,” “ Severity,” or “SR Number.” Like the system region you have the same edit, copy,and group capabilities. By clicking on the SR you can see the details of the SR .

19. In the “Description” region it shows you the Product, the Problem Description, the last update of the SR, and allows you to update the SR or upload a file to the SR. In the History region below we can see the details of that Service Request. You can sort from “New to Old” or “Old to New” In the Information Region you can see the over all status of SR, Severity, Request No, Filed by, Support ID, when it was opened, Last Update, Product, Product version, Platform, Bug Reference, Attachments. If you use the Collector, we encourage you to use the Map System function, which will attach the configuration information for the system related to this Service Request. This can help Oracle support resolve your problem faster. Look for Map System in the Information bar on the right edge of the screen. Click the Information bar to hide or show the bar In the upper right you can mark a SR as a favorite. Going back to the Dashboard In the “Description” region it shows you the Product, the Problem Description, the last update of the SR, and allows you to update the SR or upload a file to the SR. In the History region below we can see the details of that Service Request. You can sort from “New to Old” or “Old to New” In the Information Region you can see the over all status of SR, Severity, Request No, Filed by, Support ID, when it was opened, Last Update, Product, Product version, Platform, Bug Reference, Attachments. If you use the Collector, we encourage you to use the Map System function, which will attach the configuration information for the system related to this Service Request. This can help Oracle support resolve your problem faster. Look for Map System in the Information bar on the right edge of the screen. Click the Information bar to hide or show the bar In the upper right you can mark a SR as a favorite. Going back to the Dashboard

20. The Bug Summary is automatically populated with the list of bugs which are associated with your open Service Requests. You can use the edit features of the region to create a Bug Summary for a product or just show Bugs you have marked as Favorites. You can also have multiple Bug Summary regions to show bugs for different products. The list of bugs for a product will not be tied to the Service Requests. So you can track bugs for any product or a list of products.The Bug Summary is automatically populated with the list of bugs which are associated with your open Service Requests. You can use the edit features of the region to create a Bug Summary for a product or just show Bugs you have marked as Favorites. You can also have multiple Bug Summary regions to show bugs for different products. The list of bugs for a product will not be tied to the Service Requests. So you can track bugs for any product or a list of products.

21. The next region that we are going to take a look at is the Projects region. Project are entities that can combine configurations, people, support identifiers, and have a purpose ( a phase) and a completion status that you can use to mark various projects within your enterprise. From this region you can perform operations that are very much like those you were able to perform from the configurations section such as creating new ones which is something you can also do with Service Requests, drilling into one, you can mark it as a Favorite, view the Phase, Organization and Completion. You can also do Filtering just like you were able to do with a configuration. Drilling into a project -? The next region that we are going to take a look at is the Projects region. Project are entities that can combine configurations, people, support identifiers, and have a purpose ( a phase) and a completion status that you can use to mark various projects within your enterprise. From this region you can perform operations that are very much like those you were able to perform from the configurations section such as creating new ones which is something you can also do with Service Requests, drilling into one, you can mark it as a Favorite, view the Phase, Organization and Completion. You can also do Filtering just like you were able to do with a configuration. Drilling into a project -?

22. Here we can see the information that is associated with this project and we can see Service Request information that are tied to this project. We can see the Systems that are tied to the project. In the Project Overview we an see the Name of the Project, Description, Phase, and Completion Date. We can drill down and view the Associated People, Milestones and Support Identifiers specific to this Project Here we can see the information that is associated with this project and we can see Service Request information that are tied to this project. We can see the Systems that are tied to the project. In the Project Overview we an see the Name of the Project, Description, Phase, and Completion Date. We can drill down and view the Associated People, Milestones and Support Identifiers specific to this Project

23. Moving back to the Dashboard, at the bottom we see a News and Notes and a Knowledge Base region. What My Oracle Support provides is to more closely related news, notes and articles to your configurations and your environments So that when the system selects what to display it takes into account what types of configurations you have. You can particularly see this when you drill into a configuration. Knowledge articles are categorized by product alerts and recently added. You can find specific knowledge articles by using the search function. Search scans the entire Knowledge base and not just the content of the Knowledge region. You can use Recently Added topics as a way to find a category of documents and not have to search for it again. If we drill into a configuration, we Knowledge Base alerts related only to the specific configuration we are viewing. So instead of getting a scatter shot view you get only relevant knowledge items that are useful to you to fixing problems with any particular configuration that you may be looking at. Moving back to the Dashboard, at the bottom we see a News and Notes and a Knowledge Base region. What My Oracle Support provides is to more closely related news, notes and articles to your configurations and your environments So that when the system selects what to display it takes into account what types of configurations you have. You can particularly see this when you drill into a configuration. Knowledge articles are categorized by product alerts and recently added. You can find specific knowledge articles by using the search function. Search scans the entire Knowledge base and not just the content of the Knowledge region. You can use Recently Added topics as a way to find a category of documents and not have to search for it again. If we drill into a configuration, we Knowledge Base alerts related only to the specific configuration we are viewing. So instead of getting a scatter shot view you get only relevant knowledge items that are useful to you to fixing problems with any particular configuration that you may be looking at.

24. The Task Associate region - Unassociated collectors If you have system instances that have not yet been associated with a specific customer support identifier (CSI), the Task: Associate Collectors region appears as an available region For each item, click on the Choose Identifier, select a Support Identifier and then click the Associate button. This Task: Associate Collectors region appears automatically when you sign in. If removed from the dashboard, this region is always available via the Customize Page... link. Important: You must associate the collectors with support identifiers in order for a configuration to become available for use in the dashboard. In 10.2.7 and prior to that, you always associated your configuration to a Metalink UID, a CSI, and the country code. Starting in 10.3 we now have a different configuration mechanism when you register configuration manager. What that is, is you enter your User Name and Password for Metalink. So you do not need to remember your CSI or figure out which CSI to use at that time, etc… On the backend we will associate your UID with your CSI. However if you have more then one CSI, the system does not know what CSI to use. So when then user logs on they will have to associate their configurations with the appropriate CSI number. The Task Associate region - Unassociated collectors If you have system instances that have not yet been associated with a specific customer support identifier (CSI), the Task: Associate Collectors region appears as an available region For each item, click on the Choose Identifier, select a Support Identifier and then click the Associate button. This Task: Associate Collectors region appears automatically when you sign in. If removed from the dashboard, this region is always available via the Customize Page... link. Important: You must associate the collectors with support identifiers in order for a configuration to become available for use in the dashboard. In 10.2.7 and prior to that, you always associated your configuration to a Metalink UID, a CSI, and the country code. Starting in 10.3 we now have a different configuration mechanism when you register configuration manager. What that is, is you enter your User Name and Password for Metalink. So you do not need to remember your CSI or figure out which CSI to use at that time, etc… On the backend we will associate your UID with your CSI. However if you have more then one CSI, the system does not know what CSI to use. So when then user logs on they will have to associate their configurations with the appropriate CSI number.

25. The next region is the Getting Started SCM: This section contains valuable information on how to use the the My Oracle Support configuration manager including: New Customers Start Here, Training: Pre-recorded, News, Events & Training, Take a Survey, Support Policies, and Advisor Webcasts. The next region is the Getting Started SCM: This section contains valuable information on how to use the the My Oracle Support configuration manager including: New Customers Start Here, Training: Pre-recorded, News, Events & Training, Take a Survey, Support Policies, and Advisor Webcasts.

26. For a more comprehensive look and seamless access to the wealth of information. From the Knowledge home page, advanced search capability along with easy-to-use regions and hierarchical menus greatly simplifies finding pertinent information quickly. Review the Knowledge Management dashboard with participants See Metalink note #562691.1 for more information on the Knowledge Home and view the 5 minute viewlet on Knowledge Home or Searching. For a more comprehensive look and seamless access to the wealth of information. From the Knowledge home page, advanced search capability along with easy-to-use regions and hierarchical menus greatly simplifies finding pertinent information quickly. Review the Knowledge Management dashboard with participants See Metalink note #562691.1 for more information on the Knowledge Home and view the 5 minute viewlet on Knowledge Home or Searching.

27. The Service Request Home Page Provides total Service Request lifecycle management. The new Service Request home page includes the Service Request region in addition to SR-related regions that allow you view and access all aspects of the SR at a glance. Review the SR dashboard with participants: The “Open Service Requests by Status” allows the user to drill down into a SR within a specific status. The User can also see how many service requests they have by Severity and drill into a report by clicking on the bar next to the severity level. You can see a listing of all your Service Requests that are open, and your Draft Service requests, In the Bug Summary region it allow the user to view the bugs that are associated with their Service Requests. See Metalink note #562691.1 for more information on the Service Request Tab and view the 10 minute viewlet on creating Service Requests and the Home page. The Service Request Home Page Provides total Service Request lifecycle management. The new Service Request home page includes the Service Request region in addition to SR-related regions that allow you view and access all aspects of the SR at a glance. Review the SR dashboard with participants: The “Open Service Requests by Status” allows the user to drill down into a SR within a specific status. The User can also see how many service requests they have by Severity and drill into a report by clicking on the bar next to the severity level. You can see a listing of all your Service Requests that are open, and your Draft Service requests, In the Bug Summary region it allow the user to view the bugs that are associated with their Service Requests. See Metalink note #562691.1 for more information on the Service Request Tab and view the 10 minute viewlet on creating Service Requests and the Home page.

28. Viewing Patch and Update Information in the New Metalink interface gives you the same type of capability that you see in the Classic Metalink UI. Patch Searching and Downloading give you the ability to do: Simple Search - allows the User to search for patches by Patch Number, Product or Product Family, or by Saved Searches Advanced Search - can be used to search for multiple products and release simultaneously Downloading Patches and the Patch Details page - Create Saved Search page - Allows the user to save searches for future reference Quick Links page - makes it possible to quickly find the latest patchsets for all the Oracle products Product, Product Family and Patchset Selector Allows you Viewing Patch and Update Information in the New Metalink interface gives you the same type of capability that you see in the Classic Metalink UI. Patch Searching and Downloading give you the ability to do: Simple Search - allows the User to search for patches by Patch Number, Product or Product Family, or by Saved Searches Advanced Search - can be used to search for multiple products and release simultaneously Downloading Patches and the Patch Details page - Create Saved Search page - Allows the user to save searches for future reference Quick Links page - makes it possible to quickly find the latest patchsets for all the Oracle products Product, Product Family and Patchset Selector Allows you

29. Certify is an application that provides a web interface to product and platform certification information for many Oracle products. Some certifications contain references to 3rd-party products as well as Oracle products. You can view Certifications by Product, Platform or Product Availability Certify is an application that provides a web interface to product and platform certification information for many Oracle products. Some certifications contain references to 3rd-party products as well as Oracle products. You can view Certifications by Product, Platform or Product Availability

30. In addition to the regions that we have been discussing there is also a tab to click on for reports. This takes us to the Reports home page. From the Reports tab, you can access two reports: ¦ Inventory Report (also accessible from the Inventory and Usage dashboard region) ¦ Service Requests Report The Inventory Report provides information-dense summary graphics that allow you to drill down into target-specific information. You have the option of displaying information either by trend lines or numbers. In addition to the regions that we have been discussing there is also a tab to click on for reports. This takes us to the Reports home page. From the Reports tab, you can access two reports: ¦ Inventory Report (also accessible from the Inventory and Usage dashboard region) ¦ Service Requests Report The Inventory Report provides information-dense summary graphics that allow you to drill down into target-specific information. You have the option of displaying information either by trend lines or numbers.

31. Viewing the Inventory and Usage report gives us a breakdown of Hosts, Database, Application Servers, and Applications information and versions including trends over time. We can also drill down to see the details of any of these. For instance we can see the breakdown of host (this pictorial represents 1375 Linux, 227 windows, 105 Sun, etc…). Clicking on the “Show Details” button shows the details of all those hosts. Choosing one of the host and clicking on the “Show Details” button shows all the details for that platform type. Here you can sort by any column (I.e. name, domain, platform, version, etc…). And you can drill into those targets by clicking a name. This takes us back to the configuration detail screen. If we want to change the duration of the trend line we can you can choose 6 months, 1 year, or 3 years. If we want to view just the numbers, choose the “numbers changed button in the upper right corner. You can also see the same information for the other types of servers as well (database, applications servers, and applications). Viewing the Inventory and Usage report gives us a breakdown of Hosts, Database, Application Servers, and Applications information and versions including trends over time. We can also drill down to see the details of any of these. For instance we can see the breakdown of host (this pictorial represents 1375 Linux, 227 windows, 105 Sun, etc…). Clicking on the “Show Details” button shows the details of all those hosts. Choosing one of the host and clicking on the “Show Details” button shows all the details for that platform type. Here you can sort by any column (I.e. name, domain, platform, version, etc…). And you can drill into those targets by clicking a name. This takes us back to the configuration detail screen. If we want to change the duration of the trend line we can you can choose 6 months, 1 year, or 3 years. If we want to view just the numbers, choose the “numbers changed button in the upper right corner. You can also see the same information for the other types of servers as well (database, applications servers, and applications).

32. The Service Requests report provides an equally comprehensive view of all SRs. SR information is conveniently displayed by product, platform, status, severity, country, and time to close. The Service Requests report provides an equally comprehensive view of all SRs. SR information is conveniently displayed by product, platform, status, severity, country, and time to close.

33. Get the most out of Metalink by using the My Oracle Support . What the configuration manager does is provide a simplified support framework for collecting and centralizing configuration information for your entire Oracle technology stack Why it does this is to provide Proactive Problem Avoidance, Improved System Stability, and Faster Problem Resolution How it does this is by utilizing a light weight collator called the configuration manger that continuously collects system details, providing essential data to help manage and service your configurations. For more information, see Using the configuration manager at the bottom of the page. There you have a Quick Start Guide, Frequently Asked Questions, Browse Knowledge articles, and News & Blog information and other resources. Get the most out of Metalink by using the My Oracle Support . What the configuration manager does is provide a simplified support framework for collecting and centralizing configuration information for your entire Oracle technology stack Why it does this is to provide Proactive Problem Avoidance, Improved System Stability, and Faster Problem Resolution How it does this is by utilizing a light weight collator called the configuration manger that continuously collects system details, providing essential data to help manage and service your configurations. For more information, see Using the configuration manager at the bottom of the page. There you have a Quick Start Guide, Frequently Asked Questions, Browse Knowledge articles, and News & Blog information and other resources.

34. Sample My Oracle Support Data being pulled … Just a Sample of the various types of data elements that are being pulled. For a detailed listing of all the data elements that configuration manager collects: Go to the Collectors Tab At the bottom is a pdf that list all data elements that are collected. Just a Sample of the various types of data elements that are being pulled. For a detailed listing of all the data elements that configuration manager collects: Go to the Collectors Tab At the bottom is a pdf that list all data elements that are collected.

35. My Oracle Support configuration manager …an essential upgrade support capability My Oracle Support is also a very useful tool in simplifying any upgrades you might be considering, both in the preparation and actual execution phases of the upgrade (review Prepare and Execute sections left and right. My Oracle Support would be especially effective when used in conjunction with the Maintenance Wizard, another excellent tool for automating the upgrade process for Ebusiness Suite Applications, which is also available to you at no extra charge from MetaLink. For more info, you’ll see the MW listed in the MetaLink Knowledge Browser right below My Oracle Support configuration managerin the Tools and Training section. And, of course, once your upgrade is complete, continue to use My Oracle Support to optimize your system health (review Optimize section left and right). In short, let My Oracle Support configuration managerbe your trusted source of truth on your next Upgrade Project.My Oracle Support is also a very useful tool in simplifying any upgrades you might be considering, both in the preparation and actual execution phases of the upgrade (review Prepare and Execute sections left and right. My Oracle Support would be especially effective when used in conjunction with the Maintenance Wizard, another excellent tool for automating the upgrade process for Ebusiness Suite Applications, which is also available to you at no extra charge from MetaLink. For more info, you’ll see the MW listed in the MetaLink Knowledge Browser right below My Oracle Support configuration managerin the Tools and Training section. And, of course, once your upgrade is complete, continue to use My Oracle Support to optimize your system health (review Optimize section left and right). In short, let My Oracle Support configuration managerbe your trusted source of truth on your next Upgrade Project.

36. MetaLink Knowledge Browser Look Under “Tools and Training”, or go to MetaLink Note 421295.1 There is now a Knowledge Browser Product Page specifically for My Oracle Support and configuration manager, with all the latest published articles and content. Look for My Oracle Support under Support Tools and Training in the Knowledge Browser, or go to Note 421295.1 in MetaLink Quick Search, use Document ID in the drop down.There is now a Knowledge Browser Product Page specifically for My Oracle Support and configuration manager, with all the latest published articles and content. Look for My Oracle Support under Support Tools and Training in the Knowledge Browser, or go to Note 421295.1 in MetaLink Quick Search, use Document ID in the drop down.

37. Configuration Manager and Oracle Enterprise Manager As I noted earlier, the configuration manager utilizes core configuration management capabilities available from Oracle Enterprise Manager. You can see how they inter relate from the slide bullets above: But basically, Oracle has a single configuration management solution that is delivered through Oracle Enterprise Manager. This solution has both a product offering and a product support component. The product offering is Oracle Enterprise Manager and the Enterprise Manager Configuration Management Packs (CMP). You would use CMP when your primary concern is monitoring and managing your Oracle products. CMP is the primary means to help plan and actively manage your environment. The product support component is My Oracle Support configuration manager which we’ve been reviewing in detail today, and it was built as an extension to Oracle Enterprise Manager. My Oracle Support and Enterprise Manager are complementary. When used together they address a wide set of requirements for administrators seeking to reduce the time and cost it takes to manage their IT environments.As I noted earlier, the configuration manager utilizes core configuration management capabilities available from Oracle Enterprise Manager. You can see how they inter relate from the slide bullets above: But basically, Oracle has a single configuration management solution that is delivered through Oracle Enterprise Manager. This solution has both a product offering and a product support component. The product offering is Oracle Enterprise Manager and the Enterprise Manager Configuration Management Packs (CMP). You would use CMP when your primary concern is monitoring and managing your Oracle products. CMP is the primary means to help plan and actively manage your environment. The product support component is My Oracle Support configuration manager which we’ve been reviewing in detail today, and it was built as an extension to Oracle Enterprise Manager. My Oracle Support and Enterprise Manager are complementary. When used together they address a wide set of requirements for administrators seeking to reduce the time and cost it takes to manage their IT environments.

38. My Oracle SupportIf you need Support - how to create a SR for My Oracle Support/configuration manager Select Type of Problem “My Oracle Support configuration manager” Select Type of Problem “My Oracle Support configuration manager” However, before creating a SR, you might want to check the MetaLink Forum for SCM, shared with fellow customers (change slide)Select Type of Problem “My Oracle Support configuration manager” However, before creating a SR, you might want to check the MetaLink Forum for SCM, shared with fellow customers (change slide)

39. Can’t Miss Sessions at OpenWorld As I noted earlier, the configuration manager utilizes core configuration management capabilities available from Oracle Enterprise Manager. You can see how they inter relate from the slide bullets above: But basically, Oracle has a single configuration management solution that is delivered through Oracle Enterprise Manager. This solution has both a product offering and a product support component. The product offering is Oracle Enterprise Manager and the Enterprise Manager Configuration Management Packs (CMP). You would use CMP when your primary concern is monitoring and managing your Oracle products. CMP is the primary means to help plan and actively manage your environment. The product support component is My Oracle Support configuration manager which we’ve been reviewing in detail today, and it was built as an extension to Oracle Enterprise Manager. My Oracle Support and Enterprise Manager are complementary. When used together they address a wide set of requirements for administrators seeking to reduce the time and cost it takes to manage their IT environments.As I noted earlier, the configuration manager utilizes core configuration management capabilities available from Oracle Enterprise Manager. You can see how they inter relate from the slide bullets above: But basically, Oracle has a single configuration management solution that is delivered through Oracle Enterprise Manager. This solution has both a product offering and a product support component. The product offering is Oracle Enterprise Manager and the Enterprise Manager Configuration Management Packs (CMP). You would use CMP when your primary concern is monitoring and managing your Oracle products. CMP is the primary means to help plan and actively manage your environment. The product support component is My Oracle Support configuration manager which we’ve been reviewing in detail today, and it was built as an extension to Oracle Enterprise Manager. My Oracle Support and Enterprise Manager are complementary. When used together they address a wide set of requirements for administrators seeking to reduce the time and cost it takes to manage their IT environments.

40. In summary, My Oracle Support configuration manager is about using what we know about the customer’s environment to provide increasingly “Value-Added Support” To deliver a better reactive Support experience, in working with Service Requests. To create a desired proactive Support experience, since MOS maps Oracle Support Knowledge to your unique Customer configurations. This allows Oracle to prescribe risk assessments and recommendations, in the form of Health Checks and Alerts, tuned to your unique Customer environment. Thus providing the foundation for proactive capabilities that help prevent problems. Customers who use My Oracle Support with Configurations also saw more value from their support services and rated their satisfaction higher than those who do not use SCM. In summary, My Oracle Support configuration manager is about using what we know about the customer’s environment to provide increasingly “Value-Added Support” To deliver a better reactive Support experience, in working with Service Requests. To create a desired proactive Support experience, since MOS maps Oracle Support Knowledge to your unique Customer configurations. This allows Oracle to prescribe risk assessments and recommendations, in the form of Health Checks and Alerts, tuned to your unique Customer environment. Thus providing the foundation for proactive capabilities that help prevent problems. Customers who use My Oracle Support with Configurations also saw more value from their support services and rated their satisfaction higher than those who do not use SCM.

41. This concludes our presentation on the features and benefits of Configuration Support Mgr, and I hope you will take advantage of this great new functionality in MetaLink. I want to thank you for your time, and if there are any questions, I’ll do my best to answer them for you. This concludes our presentation on the features and benefits of Configuration Support Mgr, and I hope you will take advantage of this great new functionality in MetaLink. I want to thank you for your time, and if there are any questions, I’ll do my best to answer them for you.