Primary Note for My Oracle Support - Oracle Energy and Water Tools and Tips (Doc ID 1151721.1)

Getting Started

For instructions on how to create a new User Account on My Oracle Support, see Document 1100133.1.

New to MOS

• If you want to get familiar about SI and Terminology, please see My Oracle Support Getting Started video.
• For getting familiar with the portal, please see My Oracle Support Overview video

Getting Help

• MOS Documentation - Accessed using the Help link located on the top right of each page.
• Oracle Support Training Video Series - Everything you need to learn about the features in My Oracle Support is covered in the My Oracle Support How to Series
• Oracle Support Essentials Series - Need some guidance on what to do? Sign-up for the My Oracle Support Essentials Series - Don't be shy - Post your questions during the presentation so that the presenter can address them at the end of the session.
• Ask Questions in the Community - Note 1616733.2 - My Oracle Support Community (MOSC) videos.
• Review MOS Release Notes - Note 780132.5.

Global Customer Support Contact

• http://www.oracle.com/us/support/index.htm
• http://www.oracle.com/us/support/contact-068555.html

How to contact an engineer:

1. Call the Support Hotline for your Country.
2. If presented with a menu response, select the language. If there is no menu, you will be connected with a Hub Support analyst.
3. Press 1 for Technical issues
4. Press 9 for any other product
5. 1 for existing SR
6. Enter SR followed by hash or pound sign
7. The system will read the SR number back, if correct press 1.

SI/CUA

Support Identifier is a unique number assigned by Oracle or an Support Identifier created by the Customer User Administrator. This number is associated with a user and tells us who you are, what products you have and your level of support.The SI must me associated with a user name to allow access to My Oracle Support.

A Customer User Administrator is a individual assigned by the Customer to manage user privileges and Support Identifiers in MOS. Customers are no longer restricted to Support Identifiers (SIs) generated/provided by Oracle. With the Support Identifier Group function, Customer User Administrators (CUAs) with supplementary privileges can now create new SIs or use existing SIs as a basis to group hardware assets, software licenses and users into a grouping that best fits your business model.

For more details, see:
What to do now that you have your Support Identifier [VIDEO] (<Note 1543703.1>)
How to use My Oracle Support - What are Support Identifier (SI) Group? [VIDEO] (<Note 1949237.1>)
My Oracle Support How to Create and Manage Support Identifier Groups (SI Groups or SIGs) (<Note 1569482.2>)

Dashboard

Please, see Note 1544002.1: Discover how to use My Oracle Support - Dashboard [ VIDEO ]

PowerViews

Note: One of the most beneficial tools is when users start using PowerViews to narrow the information that is provided down to the product(s) that apply directly to your individual needs.

The PowerView functionality allows users to only see targeted information and hide information that does not apply. A PowerView can be created and saved for a single product, multiple products or an entire product line. When a PowerView is active, the icon at the top of the screen will show PowerView is On.

To Create a PowerView filter by support identifier, product, or other pre-defined criteria:

1. Locate the PowerView button at the top center of any page and click the down arrow to view the menu options.
2. Select New from the PowerView menu.
3. Select a filter type from the list on the left (Support Identifier, Product Product Line...).
4. Select any other criteria from the condition fields, on the right.
5. Click the plus sign to add more filters.
6. Click Name PowerView to personalize the name.
7. Click Create

More details - Note 1544003.1: Discover how to use My Oracle Support - Searching by Product or Support Identifier using PowerView

Knowledge home

Note: Oracle Energy and Water also has Release Specific pages to present users with information specific to an upgrade. These pages will be called Product Information Centers and will also be found under the Tools and Training section.

To explore how to search in the Knowledge Base, please see the following:

• Searching and Browsing — Part 1 — Discover the basics of knowledge settings, global search, how results are displayed and the knowledge tab [video]
• Searching and Browsing — Part 2 — Building on Part 1, this video explores searching, Information Centers, Search Helpers and demonstrates the search features using a number of use cases. [video]
• Searching and Browsing — using MOBILE MOS — Did you know you can also view your favorite documents or search using MOBILE My Oracle Support. Stay informed where ever you are. [video]

A good starting point is Note 1545208.1: Oracle Energy and Water Product Information Centers.

Browsing

Please, see Note 1540338.1: My Oracle Support Essentials Webcast Series - Finding Answers in My Oracle Support.

Service Requests (SRs)

Please, bare in mind that SR should be created for base issues only, covered under Oracle Support. Customization and implementation issues are not supported and thus have to be referred to Oracle Consulting.
For more details, click here and here.

Contacts

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.