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Agenda

My Oracle Support (The next generation Metalink experience) lynn.pionkowski@oracle.com Regional Customer Advocate.

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Agenda

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  1. My Oracle Support (The next generation Metalink experience)lynn.pionkowski@oracle.comRegional Customer Advocate

  2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

  3. Agenda • What is My Oracle Support • Personalizing My Oracle Support • Customer User Administration/Changes • Searching and Browsing My Oracle Support • Navigation Overview • Getting the most out of My Oracle Support

  4. What is My Oracle Support? • Next Generation Support Platform • Single Unified Customer Support Portal • 1 Portal for all Products • Consolidation of over 50+ acquisitions, portals and systems • Personalized, Customizable and Extensible • Support Configuration Manager • Proactive Healthchecks and Alerts • Projects-based SR creation • Knowledge Base and Product Content Regions • Proactive Alerts and Notifications • Service Request – creation, management and reporting • Patches, Fixes & Version Updates • Certification, Roadmaps & Lifecycle Management

  5. My Oracle Support without Configuration Manager

  6. My Oracle Support without Configuration Manager

  7. Main Dashboard

  8. Minimize or Maximize regions • Expand Region to full screen Displaying tabular information, you can sort information by any column, as well as change the width of columns. Some regions also provide the option of selecting which columns are displayed as well as allowing you to copy the content of a region to the system clipboard. Edit Actions within RegionsThis pull down menu allows for a variety of options listed. Setting Region Display Attributes The pencil icon (available on most regions) allows you to specify what content is displayed in a region. For instance, in the Service Request region, you can modify the title, number of items displayed, filter by created by me, and filter by support identifier. Main Dashboard – Region Personalization & Options

  9. My Oracle Support Knowledge Management System View Interface Support Oracle CCR HTTPS Proxy Server Simple install/ command UI Configuration Manager: The Big Picture Customer Site

  10. Main Dashboard – Personalization Example Click on the Customize Page link in the upper right had corner of the Dashboard to add additional regions to the Dashboard

  11. Main Dashboard – Personalization examples

  12. PowerView: Features & Functionality Create Powerviews Turn them On Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu.

  13. Getting Help Page-Sensitive “Task Help” in 4 Languages Videos , Articles, Links

  14. Contact Us

  15. Settings: Account & Privileges

  16. Settings: Personalization

  17. Settings: Hot Topics

  18. Settings: Service Request Profiles

  19. Settings: View Users

  20. <Insert Picture Here> For Customer User Administrators (CUA)

  21. Settings: Pending User Requests

  22. Dashboard: Pending User Requests

  23. Settings – Support IDs & Privileges

  24. Settings - Manage Users

  25. Settings - Manage Deactivated Systems and Targets

  26. Settings – Custom System Properties

  27. <Insert Picture Here> Search Options

  28. Searching: QuickFind, Advanced & More • Value to you: • Get the answers you need • Save time • Search in all categories • Or search in specific categories • Knowledge Base • Bug Database • Archives • Or by a specific ID # • Knowledge Base Article ID # • Bug # • Error Code • Patch # • Advanced Search • Recent Search • Documentation

  29. Advanced Search

  30. <Insert Picture Here> TABs Overview

  31. Knowledge Tab See My Oracle Support note #603505.1for more information on the Knowledge Home Page

  32. Knowledge Browsing For more information view the Searching and Browsing Video in Note #603505.1

  33. Service Requests Tab

  34. Patches and Updates Tab

  35. Article ID 756388.5 Set of Recommendations to make it easier to obtain and deploy fixes for known critical issues Patches and Updates Tab – Quick Links Download Oracle Products and patches View the latest Patch Packs

  36. Patches and Updates Tab – Quick Links A link to E-Delivery where you can download any Oracle product that is currently available to license A link to the PeopleSoft Updates and Fixes to search for patches for PeopleSoft products A link to the JD Edwards Update Center to search for patches for JD Edwards products A link labeled E-Business Suite that provides access to the classic version of the patch search user interface. 

  37. Patches and Updates Tab – Quick Links

  38. Patches and Updates Tab – Patch Recommendations Patch recommendations is only available to customers using the Oracle Configuration Manager collector (version 10.3.2). This feature is available as part of your support contract. Visit the Collector tab to learn more. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means your profile does not include a CSI with configuration manager collectors running. See the Collectors tab for more details on how to take advantage of collections.

  39. Patches and Updates Tab – Patch Recommendations

  40. Patches and Updates Tab – Patch Search

  41. Patches and Updates Tab – Patch Plan Patch Plan is only available to customers using the Oracle Configuration Manager collector (version 10.3.2). This feature is available as part of your support contract. Visit the Collector tab to learn more. If the Patch Recommendation region is enclosed in an orange box and displays Sample, this means your profile does not include a CSI with configuration manager collectors running. See the Collectors tab for more details on how to take advantage of collections.

  42. Patches and Updates Tab – Patch Related Activity

  43. Community

  44. Certifications, Product Roadmaps and Availability

  45. Reports Home Page Tab

  46. Getting the most out of My Oracle Support

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