An online chat session can often answer a question or clarify a situation quickly.
My Oracle Support now offers a new chat feature that enables Oracle Support engineers to contact you instantly online to discuss an open Service Request—to ask a question, share detailed commands and troubleshooting information, or confirm that your issue is resolved.
You always control your availability for an online chat. When you are involved in critical projects or meetings, set your status to “Not Available” and the engineer will contact you using your preferred method. Keeping yourself in the “Available” status lets your Support engineer know when you are online and available for a chat about your Service Request.
If you receive a chat request from a Support engineer, you can decide to accept the chat, request a different time for the chat, or decline the chat.
Find out more—watch a short video demonstration and read additional details.
We upgraded My Oracle Support over the weekend of April 4, 2014. This upgrade brings changes to help you work more effectively with Oracle Support.
The new features include:
- Oracle Support Chat for Existing SRs—new chat feature enabling Oracle Support engineers to contact you instantly on line to discuss an open Service Request (SR). You control the access; mark yourself available to allow a chat session. View this brief video to learn more.
- Knowledge Tab—more intuitive user interface makes it easier to see search results from different sources, expand search results, or view product hierarchy and further refine searches by product. In addition, if you have Japanese, Korean, or Chinese set as your preferred language, you can quickly toggle between that language and English documents. Learn more.
- Patches and Updates Tab—new link added to provide quick access to quarterly Critical Patch Update (CPU) information and Security Alerts.
- Certifications—enhanced to allow for more complex certification structures.
- Customer User Administration (CUA)—ability to send an email to the CUA (with a message), requesting approval for the Support Identifier. A CUA can now set a termination date for registered users, which triggers an automated email notification to the user regarding the termination before expiration.
- Support Identifier Groups—usability and UI improvements. Can automatically copy technical contacts when assets are moved (reduces rework or process mistakes). A message added to Mass Upload function better explains what is happening to the user(s). View this brief video to learn more.
- Cloud Support Portal—ability to view escalation status, comprehensive help content added to assist users with feature and functionality questions, and new alert to complete additional questions that may expedite issue resolution.
The Get Proactive Essentials series includes a webcast for customers who need to learn more about Oracle Cloud Support portal. In this introduction, you will learn about the resources available to you, terminology, and best practices.
Learn how to engage with Oracle Support—sign up now!
My Oracle Support Community provides a collaborative environment built in partnership: Oracle Premier Support customers and Oracle Support engineers.
Support engineers provide their knowledge and Oracle information; you will find a trusted network of Oracle customers, who share similar goals, and who have tackled many of the real-world challenges you face. You can learn new approaches to situations and examine different perspectives to find the best answer for your environment.
Together, we help you take the path to success.
Get started now with a video tour of My Oracle Support Community, the first in a series of short videos on Community. You can also register for a live webcast session: Get Proactive Essentials: Using the new My Oracle Support Community Platform.
ORAchk includes EXAchk’s functionality and replaces the popular RACcheck tool, extending the coverage based on prioritization of top issues reported by users, to proactively scan for known problems within:
- E-Business Suite Financials Accounts Payables
- Oracle Database
- Sun Systems
- Proactively scans for the most impactful known problems across your entire Engineered System as well as various layers of your stack
- Simplifies and streamlines how to investigate and analyze which known issues present a risk to you
- Lightweight tool runs within your environment; no data will be sent to Oracle
- High level reports show your system health risks with the ability to drill down into specific problems and understand their resolutions
- Can be configured to send email notifications when it detects problems
- Collection Manager, a companion Application Express web app, provides a single dashboard view of collections across your entire enterprise
ORAchk will expand in the future with more high impact checks in existing and additional product areas. If you have particular checks or product areas you would like to see covered, please post suggestions in the ORAchk community thread accessed from the support tab on the document below.
For more details about ORAchk see Document 1268927.1
Oracle Support values your involvement and input, especially on the tools and features that help you use our software or hardware products more effectively.
You can now opt in to the Oracle Support Customer Advisory Program and become part of the feedback process for these Oracle Support tools. Tell us about yourself; let us know that you would like to provide feedback, and which areas of focus that most interest you.
We may ask you to provide input through various forms of engagement: one-on-one session, small group discussion, etc. By contributing your thoughts and ideas, you have the opportunity to help influence new and existing Oracle Support products—and get a first look at new designs and features before general availability. You may also have the chance to join us in testing.
We look forward to collaborating with you.