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Updated: 9 hours 20 min ago

UK Partner Event – Value of Support Investment, Best Practices & Resources

Wed, 2015-07-08 02:18
Thanks to the more than 40 Oracle Partner Delegates that joined today's in-person workshop held at our Oracle Reading, U.K., (TVP) office.
Below is the leave-behind list of all the links to the information discussed. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4

First – The #1 investment is the product itself, therefore be a student of the product
Continued Training & Education - Product, Product, Product

Oracle Partner Network
Oracle Partner Guided Learning Paths
Oracle Learning Library
My Oracle Support Monthly Advisor Webcasts
My Oracle Support Accreditation (Are you Oracle Support accredited?)
Oracle E-Business Suite Release 12.1 and 12.2 Transfer of Information (TOI) Online Training
Oracle University--Training On Demand

#2 – Remain In-the-Know from Oracle Support and Oracle Corporation
Proactive Alerts, Notifications & Subscriptions - Are you receiving the specific you need?

Setup Hot-Topics emails from My Oracle Support
Subscribe to available Newsletters from major product lines and technologies
Events & Webcasts Schedule and Archives
Product Support Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support
My Oracle Support - Efficiencies. 
Customize your Dashboard & use Powerviews

#4 – FIND it, the FIRST time, FAST!
Know what Support knows with 100% certainty whether you need to open a Service Request or not.
Use the Knowledge Browser in My Oracle Support
Catalog: Oracle Information Centers: All Products - Database - Exadata - EBS - JDE - Fusion - Middleware - GBUs - Siebel - Sun Systems - Peoplesoft - Enterprise Manager - Endeca

If you haven’t LEARNED ABOUT IT, haven’t READ ABOUT IT, and you can’t FIND IT – then absolutely log a Service Request.

Service Request Best Practices - What does a fully qualified SR contain?

#5 – Leverage ALL the available Diagnostics tools and Scripts
Proactive Support Portfolio - Categorical List of all Tools, Diagnotics, Scripts and Best Practices (by Product Family)
Service Request Profiles or Existing SR for expediency
TFA Collector - Tool for Enhanced Diagnostic Gathering - Includes and Integrates the following tools that were previously packaged as the "RAC and DB Support Tools Bundle" (MOS Version Only): ORAchk, OSWatcher, Procwatcher, SQLT, ORAtop and DARDA to ensure such data is available for reactive types of issues 

Install - Remote Diagnostic Agent (RDA) for Database, Server Tech & other Products
Over 25 built-in tools and tests. Over 80 seeded profiles
Ora-600/7445 Internal Errors Tool
Performance Diagnostics Guide and Tuning Diagnostics

Install - EBusiness Diagnostic Support Pack for Applications

PSFT – Troubleshooting Assistants for PeopleSoft Enterprise
PSFT – Diagnostic Framework Plugins
PSFT – Performance Diagnostic Tools
PSFT – Cobol Assistance
PSFT - Page, PeopleCode and Online SQL Troubleshooting
PSFT - analyzing *.tracesql files with TraceMagic
PSFT - Prevent and Resolve Performance Issues Advisor

JDE – Performance Workbench
JDE - Server Manager
JDE - Change Assistant
JDE - Configuration Assistant
JDE - Performance Workbench

Guardian Resource Center

Sun Systems Management and Diagnostic Tools
Auto Service Request
Oracle Services Tools Bundle with Sun Explorer Data Collector
Gathering Solaris Performance Data (GUDS)
Sun Gathering Debug Data (Sun GDD)
Oracle Solaris Crash Analysis Tool
Oracle Shared Shell
Oracle Hardware Service Request Automated Diagnosis
Oracle Validation Test Suite
Oracle Hardware Management Pack
PC-check
Oracle ASR Product Page
Oracle STB Product Page
Oracle Secure File Transport
Oracle Hardware Service Request Automated Diagnosis

#6 – Engage with Oracle Support

Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (432.1)
Upload ALL reports if logging a Service Request
Leverage Oracle Collaborative Support (web conferencing)
Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)
Request Management Attention as necessary

#7 – Expand your Circles of Influence

Oracle Community-wide Resources
My Oracle Support Communities
Oracle Technology Network Forums

Blogs.oracle.com

Oracle PartnerNetwork Strategy Blog

SOA & BPM Partner Community Blog
WebLogic Partner Community EMEA

Systems Technology Enablement for Partners (STEP)
Oracle Partner Enablement for Apps Partners
Oracle on YouTube

Twitter Directory

Oracle Partner Network @oraclepartners
Oracle Partner Biz @ORCLpartnerbiz

Oracle Podcasts

#8 – Understand Oracle Support Policies and Processes

All Technical Support Policies
Lifetime Support Policy
Oracle Support Technical Support Policies
Database, FMW, EM Grid Control and OCS Software Error Correction Policy
Ebusiness Suite Software Error Correction Policy

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

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Health Sciences Partner Support Best Practices & Resources

Tue, 2015-06-30 07:31

Thanks to all of our Health Sciences Partners that joined today's webcast on Support Best Practices and Resources.
Below is the leave-behind list of all the links to the information discussed.

First – The #1 investment is the product itself, therefore be a student of the product

OTN for Health Sciences Documentation
Healthcare Applications Training
Health Sciences Documentation
Life Sciences Applications Training
Health Sciences Knowledge Zones

Oracle University
All Product-specific landing pages
Oracle Learning Library aka, Oracle By Example – 6000+ Free Tutorials/Demos
Public list of all available webconferences
Advisor Webcast Current Schedule and Archives too from Support (ID 740966.1)
Oracle E-Business Suite Transfer of Information (TOI) courses (ID 807319.1)
Information about the functional changes in Release 12.1 and Release 12.1.x Release Update Packs (RUPs).

#2 – Remain In-the-Know from Oracle Support and Oracle Corporation

Setup Hot-Topics emails from My Oracle Support
Subscribe to available Newsletters from major product lines and technologies
Events & Webcasts Schedule and Archives
Product Support Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support

Customize your Dashboard & use Powerviews

#4 – FIND it, the FIRST time, FAST!

Use the Knowledge Browser in My Oracle Support
Check out available Product Information Centers, like the one for OC/RDC
Know what Support knows with 100% certainty whether you need to open a Service Request or not.

#5 – Leverage ALL the available Diagnostics tools and Scripts

Proactive Support Porfolio - Categorical List of all Tools, Diagnotics, Scripts and Best Practices (by Product Family)
Configuration Manager
Install - Remote Diagnostic Agent (RDA) for Database, Server Tech & other Products
Over 25 built-in tools and tests. Over 80 seeded profiles
Ora-600/7445 Internal Errors Tool
Performance Diagnostics Guide and Tuning Diagnostics
PL/SQL Tuning Scripts

Install - EBusiness Diagnostic Support Pack for Applications

PSFT – Change Assistant
PSFT – Change Impact Analyzer
PSFT – Performance Monitor
PSFT – Setup Manager

JDE – Change Assistant
JDE – Configuration Assistant
JDE – Support Assistant

Guardian Resource Center

SUN Systems Mgmt & Diagnostic Tools
Oracle ASR Product Page
Oracle STB Product Page
Oracle Sun System Analysis Product Page
Oracle Oracle Shared Shell Product Page
Oracle Secure File Transport
Oracle Hardware Service Request Automated Diagnosis
Oracle Validation Test Suite
PC Check
Oracle Hardware Installation Assistant
Oracle Hardware Installation Assistant Product Page
Cediag Memory DIMM Replacement Management Tool

#6 – Engage with Oracle Support

Check Configuration Manager Healthchecks and Patch Recommendations
Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (432.1)
Upload ALL reports if logging a Service Request
Leverage Oracle Collaborative Support (web conferencing)
Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)
Request Management Attention as necessary

#7 – Expand your Circles of Influence

Facebook: Oracle Health Sciences

Linkedin: Oracle in Healthcare and Life Science

Twitter: Oracle Health Sciences on Twitter

YouTube: youtube.com/OracleHealthSciences

#8 – Understand Oracle Support Policies and Processes

All Technical Support Policies
Lifetime Support Policy
Oracle Support Technical Support Policies
Database, FMW, EM Grid Control and OCS Software Error Correction Policy
Ebusiness Suite Software Error Correction Policy

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

Oracle Product Support Advisor Webcasts June 2015

Wed, 2015-06-10 16:42
Oracle Corporation flag1 Oracle Product Support Advisor Webcasts June 2015 flag2 shadow1 flag3

This Month:


Oracle Product Support Advisor Webcasts for June shadow1 dial Dear Valued Support Customer,
We are pleased to invite you to our Advisor Webcast series for June 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products.

 To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;

Many of the Oracle Product Support teams maintain support blogs. You may access the Support Blogs directly, or via the Product Support Blog Index. Watch this short video to see how to subscribe to a support blog of interest.

Sincerely,
Oracle Support

shadow2 shadow3 pen June Featured Webcasts by Product Area: CRM Preparing Certificates for SISNAPI Encryption in Siebel June 18 Enroll Database How to Resolve Patch Conflicts with MOS Conflict Checker? June 23 Enroll E-Business Suite How to Understand and Resolve Mismatches Between APCC Reports and ASCP Data June 11 Enroll E-Business Suite eAM GIS Integration Options June 18 Enroll E-Business Suite Outside Processing (OSP) for OPM in 12.2.4 June 23 Enroll E-Business Suite Work In Process Scrap - Costing Overview June 24 Enroll Eng System Advanced Customer Support (ACS) - Solution Support Center for Engineered Systems June 30 Enroll JD Edwards JD Edwards World: Payroll & HR General Outline & Navigation - JDE World Payroll & HR Basics Part1/14 June 18 Enroll JD Edwards JD Edwards EnterpriseOne: P41203 Lot Management Workbench (Trace/Track Inquiry) Functionality June 23 Enroll JD Edwards JD Edwards World: Costed Routing (P30208) in Manufacturing June 24 Enroll JD Edwards JD Edwards EnterpriseOne:Troubleshooting Tips for AS400 related issues June 25 Enroll Middleware WebCenter Content - All about Oracle Text Search (OTS) June 24 Enroll Oracle Business Intelligence OBIEE11g セキュリティ概要とトラブルシューティング (Japanese Only) June 24 Enroll PeopleSoft Enterprise Using the Affordable Care Act Component Interface June 24 Enroll Hardware and Software Engineered to Work Together Copyright © 2015, Oracle Corporation and/or its affiliates.
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Oracle Product Support Advisor Webcasts - May

Fri, 2015-05-01 12:41
Oracle Corporation
Oracle Product Support Advisor Webcasts May 2015
shadow1

This Month:


Oracle Product Support Advisor Webcasts for May shadow1 dial Dear Valued Support Customer,
We are pleased to invite you to our Advisor Webcast series for May 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts:
Many of the Oracle Support product teams maintain support blogs. You may access the Support Blogs directly, or via the Product Support Blog Index. Watch this short video to see how to subscribe to a support blog of interest.

Sincerely,
Oracle Support

shadow2 shadow3 pen May Featured Webcasts by Product Area: CRM Introduction To Siebel TaskUI May 21 Enroll Database Oracle数据库12c - Dataguard新特性 (Oracle Database 12c - Dataguard New Features) - Mandarin only May 21 Enroll Database Oracle 12c: Datapump New Features May 21 Enroll E-Business Suite Understanding the Output of the Discrete Job Value Report May 12 Enroll E-Business Suite Demantra Certification. Are you attempting to get certified? Lets walk through the process! May 13 Enroll E-Business Suite Utilizing API For Pick Release And Ship Confirm May 19 Enroll E-Business Suite Getting Started with Document Sequencing in Oracle Receivables May 20 Enroll E-Business Suite Basic Troubleshooting Information for Duplicate Sales Order Transactions Stuck in Inventory Tables May 20 Enroll E-Business Suite An Overview of Construction Estimates in R12 May 21 Enroll E-Business Suite A Diagnosis on OPM - ASCP Data Collection Entities May 26 Enroll Eng System Exadata 的磁盘管理和故障排除技巧 (Exadata Disk Management and Troubleshooting tips) - Mandarin only May 20 Enroll Fusion Applications Want to find out All secrets on GRC Transaction User Defined Objects? May 7 Enroll Fusion Applications Understanding Required Setup and Approval Rules for Invoice Approval Workflow May 14 Enroll Fusion Applications Overview on Fusion Business Intelligence : Lets shed some light on OTBI & OBIA May 20 Enroll JD Edwards JD Edwards World and EnterpriseOne HCM Affordable Care Act (ACA) Updates May 5 Enroll JD Edwards JD Edwards EnterpriseOne: Periods of Supply explained May 6 Enroll JD Edwards JD Edwards World -Troubleshooting Sales Update P42800 May 7 Enroll JD Edwards JD Edwards EnterpriseOne – Understanding Taxes in Accounts Payable and Accounts Receivable May 14 Enroll JD Edwards JD Edwards World: Approvals Management for Procurement May 19 Enroll JD Edwards 0JD Edwards EnterpriseOne Cash Basis Accounting May 21 Enroll JD Edwards JD Edwards World: Troubleshooting Fixed Assets when Upgrading from A7.3 to A9.x May 26 Enroll JD Edwards JD Edwards World: Advanced Pricing Formulas and Variable Tables May 28 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Using Lot Status Groups to Segregate Inventory May 13 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Automating Timecard Creation With Timecard Templates May 20 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Compensation Management Fundamentals May 27 Enroll PGBU PGBU Unifier Tips and Tricks Advisor Webcast May 6 Enroll PeopleSoft Enterprise Knowledge Center Load Balancing May 12 Enroll PeopleSoft Enterprise PeopleSoft Payroll for North America – Setup and Troubleshooting for Pennsylvania Act 32 May 12 Enroll PeopleSoft Enterprise Financial Aid Regulatory 2015-2016 Release 3 (9.0 Bundle #37) May 13 Enroll PeopleSoft Enterprise PeopleSoft Enterprise Support for Crystal Reports May 19 Enroll Hardware and Software Engineered to Work Together Copyright © 2015, Oracle Corporation and/or its affiliates.
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The investment is all about the PRODUCT, the PRODUCT, the PRODUCT.

Tue, 2015-04-21 13:46

Everyone wants to know where the 22% of the value of the Support investment goes?  I on the other hand, would like to know where the value of the 78% of the Product investment went?  It's quite easy to share with you the entire inventory of assets, resources, tools and best practices when it comes to the value of the support investment.

Let's talk Product for a moment. Take the Database for example.  Review the 40+ features in the Enterprise Edition.  How many are you using?  Most customers are using LESS THAN 10% of those features.  It's like having a very expensive excel spreadsheet one would like to call a database, and run very costly queries from it.  Are you capitalizing on the 9 Application Development Features?  Have you been running the same old SQL statements without taking advantage of the years worth of SQL improvements built-in to the the product?  Let's throw the Security card.  Nobody wants to wind up on the front page, nor on the 6 o'clock news because they just had a data breach.  But, are you utilizing the 6 Security Defense features?

Where am I headed with this?  Training.  That's where.
In the last decade, across the global economy, the first budget that was cut was training.  During my informal polls when working with our customers, they haven't taken a 3-5 day instructor-led class on the current version of the product in over 5-7 years!   I've met DBA's managing 12c the same way they installed and managed v6-7 of the RDBMS.

There is help. There are resources:

Back to the investment made in Oracle.  And, the re-investment.  2/3 of the Support investment goes back into R&D.  Billions of dollars every year.  Leverage the features and functions found within your Products.  Once you do, you gain efficiencies.  When efficiencies are gained, profitability is realized.  Oracle IS the example for using our own products, features and functions.  Oracle turned a dividend to the share holder in the company's 30th anniversary and continues to do so, in what some would term one of the most turbulent global economies ever.

The investment is in the Product, the Product, the Product.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki

Request Support Management Attention (SR Attention)

Mon, 2015-04-13 11:40

In today's world, everybody wants the answer yesterday.  Everything seems to require immediate attention.  But, what is requesting support management attention all about? Do you have a Support delivery concern? Are your expectations not being met nor understood? Request for Support Management Attention will help.  The shortest path to least resistance regarding any technical service request is Support Management Attention – first and always.   Until you’ve spoken to a manager from Oracle Support, how does Oracle Support know where/when the service gap is and how to remedy it? 

Side note: (Escalation, formerly known as the Duty Manager Process, has always been defined as speaking with the manager where the Service Request resides.  Escalation has never meant immediate resolution.  It's not a check-box.  Escalation is not the solution, it's a component of the conversation.)  Does that surprise you? Read on.

Here’s how it works;

Step 1 - Insert the template below into the Service Request, including all **** lines. This will ensure correct visibility and content.
******************* Management Attention Request *******************
Reason for request, including business impact of the problem that requires management attention
Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone
Name of the customer requesting callback; contact information: phone number, pager, email address
******************* Management Attention Request *******************
Step 2 – Call the Global Support 800#.  You may choose #1 for Existing SR or #2 for New SR.
Step 3 – Request Support Management Attention. "The magical phrase that pays":  Here is my existing Service Request #, I would like to speak with and receive a callback from the Support Manager. This used to be called the Escalation/Duty Manager 9+ years ago.
Step 4 – Your contact information will be verified and the Support Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle Support strives that the Support Manager shall respond with a sense of urgency and contact you back in 30 minutes or less.

Here’s what NOT to do:

  • Don't log a Severity 1 SR and then immediately request to speak to a Support Manager.  Give Support a chance to begin work.
  • Don’t choose the option to speak to the support engineer if your intending to speak with a manager.  Choosing that option will route you to the support engineer, or their voicemail.
  • Don’t call the 800# and request a Severity 1 or Severity increase. Severity 1 is reserved for production down 99% of the time.
  • Don’t update your Service Request to initiate escalation. This is not recommended. Oracle doesn’t have a batch job running to look for keywords in SRs. Call us!  Then, update your Service Request for your own documentation purposes.
  • Don’t call your sales team, account team, or anyone else in your rolodex of Oracle business cards. They can’t solve your technical problem. You might as well try posting to your Facebook friends. There’s no backdoor to this process.
  • Don’t request your support engineer to jump on some bridge call. Bridge calls are for managers to keep busy. Keep the technical team troubleshooting. The motto for bridge calls is; “When all is done and said, a whole lot more is said than ever done!” 
    • If you have such a requirement for a bridge call, the best practice is to document the SR with the bridge call information and then initiate Request for Support Management Attention.  Remember, the engineer is multi-tasking, they aren't waiting around to join a bridge call.  The Support Manager will respond and most likely even join the bridge call and then resource the issue as appropriate.

Here’s how it plays out:  DON’T HANG UP with any manager until you know these 3 things:

  • Management Contact:
    • Once identified, the Support Manager, for the team where the SR resides, will call you back to discuss the technical details and review the Service Request with you.
      • Don't hang up until you have the manager's contact information. (name, email address, office phone)
  • Action Plan:
    • Work up an agreed upon action plan (WHO is going to do WHAT, by WHEN)
    • At this time, discuss any concerns you have. (time to respond, time to resolve, technical direction, key milestones at risk, etc.) Nobody is getting in trouble here. Let us know how we can serve you better.
    • Discuss current status and if the situation deems escalated or not.
    • Discuss appropriate severity
    • As a customer, document the action plan in the Service Request.
      Document, “I just spoke to so-n-so and we agreed to the following”
      The support manager should be doing the same.
  • Communication Plan:
    • Know when the next follow-up will be. Is follow up necessary? Discuss it.

There are two things the Support Manager can do that nobody else in Oracle can - Support Managers have control of the resources and time of the support engineers. They may reassign it to someone else on the team. They may free up the time of the current engineer to devote more time to your problem. They will review what can and can’t be accommodated. That’s why you shouldn’t call anyone else.

If your boss asks you about that Service Request and you tell them that you requested Support Management Attention, remember that they can reply with; Oh, you requested management attention, then who did you speak too? What’s their name? Better yet, let’s contact them and find out the status of what we need to know. Or, come into my office and let’s crack open the Service Request and see the details of what you spoke about.

What if the Service Request has a Bug Associated with it?

Good question. While discussing your Action Plan, request from the Support Manager to coordinate a call with Development Management. Remove the engineers and developers from the mix and go direct to the managers who control both of these resources. Let Development Management know how this bug is affecting your business. That Development Manager will give it to you straight if a fix is feasible or not. Please don't do this for enhancement requests.  Utilize the UserGroups, the ER Voting System and associated CABs and SIGs.

What if I’ve done what you’ve prescribed and it didn’t work?

Nobody is perfect. Oracle strives to achieve 100% satisfaction.

Simply call the 800# again, state either the support manager you’ve spoken too isn’t able to help you, or the request for callback wasn’t returned, then request to speak to the next level of management (Sr. Manager, Director and then VP level, if necessary)

It should be that simple. Really, it is. As a former manager from Database support, we take a lot of pride in, and hold ourselves accountable to this valuable process.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki