Master Note for My Oracle Support - TUGBU Tools and Tips (Doc ID 1151721.1)

Last updated on APRIL 04, 2019

Applies to:

More Applications & Technologies > Industry Solutions > Utilities
Information in this document applies to any platform.

Details

Getting Started

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

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

How to contact an engineer:

Call the Support Hotline for your Country.
If presented with a menu response, select the language. If there is no menu, you will be connected with a Hub Support analyst.
Press 1 for Technical issues
Press 9 for any other product
1 for existing SR
Enter SR followed by hash or pound sign
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 - Note 1540337.1: My Oracle Support Essentials Webcast Series - Customer User Administration (CUA) and Note 1459693.1 : My Oracle Support Essentials Webcast Series - Understanding Support Identifier Groups.

Dashboard

Please, see N ote 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:

Locate the PowerView button at the top center of any page and click the down arrow to view the menu options.
Select New from the PowerView menu.
Select a filter type from the list on the left (Support Identifier, Product Product Line...).
Select any other criteria from the condition fields, on the right.
Click the plus sign to add more filters.
Click Name PowerView to personalize the name.
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: TUGBU 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 Utilities Product Information Centers.

Browsing

My Oracle Support offers a unified search engine that searches the Knowledge Base, My Oracle Support Community, documentation, known bugs and Patches.

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.

You are unable to locate a solution through the Knowledge Base or by asking a question in My Oracle Support Community.

THEN

Log a Service Request through My Oracle Support.

Create the SR in My Oracle Support at https://support.oracle.com
Or call the HUB at the number in the URL http://www.oracle.com/us/support/contact/index.html

Please review the following articles:

Note 1949246.1: How to use My Oracle Support - How to create a Software Service Request (SR) [VIDEO]
Note 1934337.1: How to Update and Manage a Service Requests in My Oracle Support [ Video ]
Note 199389.1: How To Request Management Attention to a Service Request (SR) with Oracle Support Services
Note 1596914.1: How to upload and attach files to Service Requests using three options [Video]
Note 1543136.2: How to enable Service Request Email Update Notification with SR content
Note 1544005.1: My Oracle Support 'How-to' Series: How to Validate your Access and Create, Manage, and Gain Management Attention to Hardware, Software or Cloud Service Requests.
Note 1540335.1: My Oracle Support Essentials Webcast Series - Service Request Flow and Best Practices.

After the SR is created upload the logs files and any information you have about the problem, so that we can begin diagnosing the issue immediately.

When logging an Oracle Utilities SR, please have in mind the following:

Note 1905747.1 : Details Required when Logging an Oracle Utilities Framework Based Product Service Request.
Note 2064310.1: SRDC Collecting Diagnostic Data to Troubleshoot Oracle Utilities Framework Based Products - Batch Issues
Note 2058433.1: SRDC Collecting Diagnostic Data to Troubleshoot Oracle Utilities Framework Based Installation Issues
Note 2057204.1: SRDC Collecting Diagnostic Data to Troubleshoot Oracle Utilities Framework Based Functional Issues
Note 2064389.1: SRDC Collecting Diagnostic Data to Troubleshoot Oracle Utilities Framework Based Patch Installation Issues
Note 2056624.1: SRDC Collecting Diagnostic Data to Troubleshoot Oracle Utilities Framework Based Products Performance Issues

For more details in How to Work Effectively with Support, please review Note 1962724.1: My Oracle Support Essentials Webcast Series - Working Effectively with Support

Non-Technical SRs

There are two ways to submit a non-technical SR.

Select Contact Us link (upper right corner) > Complete the Problem Summary > Select Problem Type = General issues with MOS >
Sub-Type = Hardware/OS - MOS Feedback/Enhancement Request or Software - MOS Feedback/Enhancement Request
Select Service Requests tab > Complete the Problem Summary > Select Problem Type = General issues with MOS >
Sub-Type = Hardware/OS - MOS Feedback/Enhancement Request or Software - MOS Feedback/Enhancement Request

Patches & Updates

Please, review Note 1966784.2: My Oracle Support Patches and Updates How To.

Communities

My Oracle Support Community (MOSC) is a trusted network of supported customers, Oracle Technical Support, and Oracle employees for collaboration, ,sharing experiences, sharing knowledge and sharing news & announcements.

To access Communities, login to MyOracle Support, navigate to the Community tab, then select Enter Here. MyOracle Support Community opens in a new browser window. To return to other areas of MyOracle Support, select the previous browser session. Please, see Note 1615047.1: My Oracle Support Essentials Webcast Series - Getting started with My Oracle Support Community.

For the moment the communities available for TUGBU are:

Certifications

Certifications provide access to product certification information for Oracle and third party products. A product is certified for support on a specific release of an operating system on a particular hardware platform.

Please, see:

Note 1948539.1: How to use My Oracle Support - Validating that your products are certified to work together using the Certification Tab [VIDEO ONLY]
Note 1491004.1: My Oracle Support Certification Search - Frequently Asked Questions

TUGBU products were not yet integrated with this functionality.
We advice to consult the following:

Note 1454143.1: Certification Matrix for Oracle Utilities Products
Note 2030878.1 : Master Note for Oracle Utilities Customer Care and Billing Installation and Upgrade

Feedback

Please, see Note 1311869.1: How to Provide Feedback / Enhancement Request for an Oracle Product or My Oracle Support (MOS).

Manage content

Please, see the following articles:

Note 1645122.1: How to export/move the Favorites/Bookmarks from one My Oracle Support account to another account
Note 1590978.1: My Oracle Support How to Manage content using Favorites [Video]
Note 793436.2 : How to use Hot Topics Email notification to subscribe to Support Product News, SRs, Bugs, etc. and events so that you Never Miss an Important Update - [VIDEO]

Service Level of Agreement (SLA)

SLA is the timeline within which Support is expected to update an SR.
First Response to an SR is usually provided very quickly (depending on SR severity, it varies between 1 hour and 24 hours) to confirm that Support have received the issue and are working on it.

SR Prioritization guidelines are contained in these documents:

Oracle Support Policy — Discover what Lifetime Support Policy and Technical Support Policies means
Access the Technical Support Policies
Access the Lifetime Support Policies
Note 1906716.1: Oracle Utilities Products – Planned Service Packs