<Insert Picture Here>

My Oracle Support: Upgrade from Classic MetaLink

Name: Kai-Michael BöttcherAdvanced Customer ServicesEmail:blogs.oracle.com/support

Die Fakten zu ACS – Deutschland & Schweiz

Die Mannschaft:30 Service Delivery Engineer (SDE) [D & CH]14 Service Delivery Manager (SDM) [D & CH]

Die Teams:Die Focused Engineering Teams (FET) sind speziell auf die Bedürfnisse des Kunden zusammengestellt. Die Teams bestehen aus einem SDM und mehreren SDEs.

Die Themen:Datenbank, Application Server, Grid Control, SOA, BEA, Peoplesoft,RAC, Clusterware, OCM, My Oracle Support, Siebel...

Die Services:Assessments zu Migration, Backup, High Availability, Patches, Security, Data Guard, Performance und Configuration der ProdukteKnow How Transfer, Incident Analyse, Eskalationsunterstützung

Unser Auftrag:Proaktiver und Reaktiver Service für den reibungslosen Betrieb Ihrer Oracle Umgebungen. Der beste Kontakt des Kunden zum Global Product Support.

Agenda• What is My Oracle Support?• What is changing?• Prepare for the Upgrade• Site Overview and Navigation

• Sign-In / Registration• Systems and Configuration Manager• Dashboard, Content Regions & Settings• Customer User Administrator Functions• Searching

• Tab Function Overview• Knowledge• SR• Patches / Updates• Certify• Reports• Community

• Getting the most out of My Oracle Support• Help, Feedback & Resources

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

• Configuration Manager• Proactive Healthchecks and Alerts• Configuration & Projects-based SR creation

• Knowledge Base and Product Content Regions• Proactive Alerts and Notifications• Service Request – creation, management and reporting• Patches & Updates• Certification, Roadmaps & Lifecycle Management• Communities

What is changing?• URL Change – support.oracle.com

• Who does this affect?

• Call to Action• A Flash plug-in (version 9.0.115 or higher) is required• Download the latest version from the Adobe website at

www.adobe.com/go/getflashplayer • Visit the Flash FAQ for answers to common questions about

Flash and links to important information.

• Those customers that are unable to use Flash, there is an HTML-version which includes all functionality except for Configuration Manager and its features.

Prepare for the upgrade• Visit the Classic MetaLink

& My Oracle Support Transition Information Page often for the latest details on timeline, significant changes, training, and FAQs• MetaLink News & Notes - Document 841055.1

• Verify single sign-on• Partners can also refer to the OPNews newsletter and the

Oracle Partner Network portal• Begin using the existing version of My Oracle Support today• For feedback and questions regarding the retirement of

Classic MetaLink and the migration to an upgraded version of My Oracle Support, please contact Global Customer Support and selecting the non-technical option.

Single-Sign On and Email Addresses• User Authentication

• Change to oracle.com Single Sign-On accounts• Start using Single Sign-On account to login after the go live weekend• Single Sign-On Account verification/creation started beginning of

October. • Sub-Accounts?• 50 character limit for email addresses • How will the upgrade to My Oracle Support affect current Oracle

Configuration Manager (OCM) registrations?• If your username is not changing, then there will be no affect on your

current OCM registrations. If your username changes as part of the move to SSO accounts, you will have to re-register your OCM instances with your new username.

• (PERHAPS): How to do - re-register OCM instance?  What are the steps? Maybe part of the script.

Service Requests – Numbers Changing• Service Requests that existed before the migration already have a

unique tracking number. During the migration, these SRs will receive a new SR number with a prefix of 2 (i.e. 2-xxxxxxx). You can search for SRs using either the original SR number or the migrated SR number in the upgraded version of My Oracle Support.

• SRs created in My Oracle Support after the migration will have a prefix of 3 (i.e. 3-xxxxxxx)

• For Oracle On Demand customers, Change Management SRs will be migrated to Requests for Change (RFCs) and will receive a new number with a prefix of 2 (i.e, 2-xxxxxx). New RFCs created in My Oracle Support will have the format 3-xxxxxx.

• You can search for migrated SRs using the features found on the Dashboard once the upgrade is complete.

Service Requests – History

• Available at go-live

• All open SRs with full activities

• 15 days of closed SRs with full activities

• 2 years of closed SRs with header information only• Available within one month after go-live

• 6 months of closed SRs with full activities

Data Migration & Access Changes? • SAME

• Knowledge Document ID’s • Bug Numbers – unchanged?

• Bugs monitored in Classic will be not be migrated• Bookmarks in Classic MetaLink are being migrated to My Oracle Support as Favorites • RESET - Notifications on Service Requests, Bugs, and Doc ID/Article ID Knowledge

documents (by Products and Platforms) that I am monitoring • Saved searches within the Patches & Updates • CSI’s

• REMOVED• SR Profiles• eTRM will NOT be available at the time of upgrade (future release)• ftp access to updates.oracle.com will be discontinued

• Users can download patches using command line download manager utilities like "wget"

• NEW• SR owned callbacks to Support Engineer – RE-enabled

Terminology Changes?

• MetaLink is now officially My Oracle Support• Support.oracle.com, not MetaLink• Service Request instead of TAR, Case, Ticket etc.• Support Identifiers (CSI)• Service Request Statuses

• New Status Codes in Use

• Removal of SCL and HCL – no longer in use.

• SR severities – remain the same

SR Status CodesStatus Substatus DescriptionOpen New Initial setting

Closed Resolved with solution Customer confirmed solution/works as expected

Work in Progress Support update pending

Review Update Support review required

Customer Working Customer update pending

Awaiting Internal Response Internal Oracle update pending

Development Working Development update pending

Close Initiated Service Request closure initiated by Auto-Close process.

Solution Offered Customer confirmation required

Auto-Close Service Request Auto-Close process initiated

Close Requested Service Request closure initiated by Customer on MetaLink.

Resolved with Workaround Customer confirmed workaround

Review Defect Support review required

No fault found Unable to determine problem

Customer Abandoned No response from customer

Duplicate Duplicate Service Request

Enhancement Request Product enhancement required

Defect Pending Used when a severity 3/4 defect is filed and we close the SR with customer agreement to monitor the defect.

Not Entitled Customer not entitled to support

User Interface Changes• Dashboard page replaces Home Page

• Content Regions• Getting Started, News, Site Alerts• Service Requests & Draft Service Requests• Knowledge Articles• Bugs (associated with SRs)• Projects, Systems & Targets, • Enterprise Healthchecks, Enterprise Patches, Inventory (NEW)

• (Limited to availability of Configuration Manager)• Support Website interface available in 4 languages

• (English, Japanese, Korean, Chinese)• Settings replace Profile• Community renamed from Forums• Powerviews• Patches and Updates• Healthcheck Suppression

<Insert Picture Here>

Overview & Navigation

Sign in using My Oracle SupportURL change/redirect to Support.oracle.com

Login will be Single Sign-On

Registering for My Oracle Support

http://www.oracle.com/support/seminars.html

My Oracle Support without Configuration Manager

My Oracle Support without Configuration Manager

Main Dashboard

Main Dashboard – Personalization Example

Main Dashboard – Region Personalization & Options

• 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.

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.

Settings: Account & Privileges

Settings: Personalization

Settings: Hot Topics

Settings: Service Request Profiles

Settings: View Users

<Insert Picture Here>

For CustomerUser Administrators (CUA)

Dashboard: Pending User Requests (User Administrator View)

Settings - Manage Users (User Administrator View)

<Insert Picture Here>

Search Optionsand Powerviews

Searching: QuickFind, Advanced & More

• Or by a specific ID #• Knowledge Base

Article ID #• Bug #• Error Code• Patch #

• Recent Search

• Advanced Search

• Documentation

• Value to you:• Get the answers you need• Save time

• Search in all categories • Or search in specific categories

• Knowledge Base• Bug Database• Archives

Advanced Search

PowerView: Features & Functionality

Create PowerviewsTurn them OnResulting 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.

<Insert Picture Here>

TABs Overview

Knowledge Tab

See My Oracle Support note #733384.5 for more information on Searching

Knowledge Browsing

See My Oracle Support note #733384.5 for more information on Searching See My Oracle Support note #733384.5 for more information on Searching

Service Requests Tab

Patches and Updates Tab

Patches and Updates Tab – Patch Recommendations

Community

Certifications, Product Roadmaps and Availability

Reports Home Page Tab

Getting the most out of My Oracle Support

• Page-Sensitive “Task Help” in 4 Languages • Videos , Articles, Links

Getting Help

Providing Feedback

AQ&

Final Reminders & Resources• Check for Flash Readiness

• Visit the Classic MetaLink & My Oracle Support Transition Information Page often for the latest details on timeline, significant changes, training, and FAQs

• MetaLink News & Notes - Document 841055.1 • Partners can also refer to the OPNews newsletter and the Oracle

Partner Network portal• Begin using the existing version of My Oracle Support today• For feedback and questions regarding the retirement of Classic MetaLink

and the migration to an upgraded version of My Oracle Support, please contact Global Customer Support by clicking on the "Feedback" link in Classic MetaLink or My Oracle Support, or by calling Global Customer Support and selecting the non-technical option

• “Contact Us” within My Oracle Support