Master Note for My Oracle Support - IGBU Policy Admin Server Tools and Tips
(Doc ID 1235805.1)
Last updated on MARCH 14, 2018
Applies to:Oracle Insurance Illustration for .NET - Version 1.0 and later
Oracle Insurance Illustration J2EE - Version 1.0.0 and later
Oracle Insurance Unit Value - Version 1.0.0 and later
Oracle Insurance New Business Underwriting Workbench .Net - Version 1.0.0 and later
Oracle Insurance New Business Underwriting Workbench J2EE - Version 1.0.0 and later
Information in this document applies to any platform.
Your CSI number is your key to support access. It actually tells us who you are, what products you have, and what level of support you are entitled to.
Many customers do have multiple CSIs which are broken down by different product sets. When logging an issue with support it is important to use the CSI number that is appropriate for the products you are inquiring about. This will validate your eligibility to receive support and identify your account information up front so you will not experience any delays in creating your Service Request.
Now, if you are not sure of your CSI, please check your packing slip or contact your Support Sales Rep. Your PO# or order# will help your Sales Rep locate the CSI connected with your specific products. If this information is not available you can also contact our (Global Customer Care department) who will assist you in either identifying your CSI or the appropriate sales representative.
For instructions on how to create a new User Account on My Oracle Support, see here.
What are the technical requirements for using My Oracle Support?
The browser requirements for accessing My Oracle Support
• If you are a new customer, select the “New user? Register here” link located on the My Oracle Support login page. Use your active support identifier (CSI) to complete the brief online registration process.
• Register for Advisor Webcasts, Document ID 740966.1.
• Search the knowledge and bug database, Document ID 733384.5.
Global Customer Support Contact
Oracle Support Index website
Global Technical Support Contacts website
How to contact an engineer:
1. Call the Support Hotline.
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.
To get help:
In the upper right hand corner is a “question mark – Help” icon.
The Help menu is divided into two areas by a separator:
■ The first set of menu items provide context-sensitive links to help topics specific to the current page.
■ The menu items below the separator provide links to global help topics that are available on every My Oracle Support page.
This will give you Page Sensitive Help for the specific page that you are in.
The new interface provides a learning experience utilizing Videos, Articles, and links to support collateral.
• Recorded Training, Document ID 603505.1, Quick Search in My Oracle Support viewlet
• • PowerView, Document ID 780132.5.
Settings: Account & Privileges
In the “Support Identifier” section this will list the Support Identifiers entered from your registration, or from your customer user administrator. This is also where you would request to add additional Support Identifiers to your profile.
1. Launch the following URL: https://support.oracle.com.
2. Sign In.
a. User Name: enter your work email address.
b. Password: enter your password.
3. Once in My Oracle Support click on the “More” option in the top middle of the screen and select Settings.
4. Select Account & Privileges on the left hand side of the screen.
Creating and Saving a Service Request Profile
1. Launch the following URL: https://support.oracle.com.
2. Sign In.
a. User Name: enter your work email address.
b. Password: enter your password.
3. Once in My Oracle Support click on the “More” option in the top middle of the screen and select Settings.
4. Under Settings select Service Request Profiles from the list.
5. Under Service Request Profiles click on the Add SR Profile.
6. Select the “Manually” option.
7. Give your Profile a name.
8. Select a Support Identifier from the drop down list.
9. Select the method of contact you prefer; Updates to SR, Email, Telephone, Fax.
10. Product (mandatory field); select a product from the drop down list.
11. Product Version (mandatory field); select the product version from the drop down list. (i.e. 6.5.1)
12. Product Languages (mandatory field); select the product language from the drop down list. (i.e. English-American)
13. Platform (mandatory field); select a platform from the drop down list.
14. Platform Version (mandatory field); select a platform version from the drop down list.
15. Database Product select a database product from the drop down list.
16. Database Version select the database version from the drop down list.
17. Database Platform select the database platform from the drop down list.
18. Database Platform Version select the database platform version from the drop down list.
19. Tools Version select the version from the drop down list.
Creating Service Requests (SRs)
When creating an SR, the information that is entered into the Problem Summary along with the product that is selected is used to search for knowledge documents and community threads that may relate to the issue.
The SR creation process performs a knowledge base search to identify relevant documents that might solve the customer's problem.
Firstly, Based on the SR template, there will be target documents which are defined as part of the SR template, so this is not related to any KM setup.
Secondly, there is a SR-KM search and the underlying logic for the content to show up is the following (for Orion 5.x):
1. Extract keywords and errors from SR Summary. The keyword extraction is done using the myKM dictionary which is a superset of the KM dictionary and some additional (noun) phrases extracted from SURE content.
2. Merge extracted error codes with other errors (entered for the SR).
3. Fallback: If no keywords nor Error codes detected, then submit the whole SR Summary as a AND search with Product filter.
4. Create a search query from the extracted keywords and errors eg "(phrase1) (phrase2) (phrase3) (error1|error2|erro3)" and submit with Product filter.
Relevant articles may be offered for your problem, so it is very important that you review the articles retrieved.
On the next page when typing in a product, any portion of the product name may be typed in, a list of matching values will be displayed.
If a product is not displayed, click on the Product Selection arrow and select –Click here to Show all Products--. This is a toggle, next time an SR is entered; all products will automatically be displayed.
If continually entering SRs for the same product/version/platform after entering the information, type in a name in the Save as SR Profile Name under the Request Tracking section under Step 1: General. Information.
The next time an SR is entered; this Profile will be available on the General tab under the AutoFill – Product Information area. Selecting a profile will fill in the Product, Version, Platform and Platform Version. The user must still select a Tools Version (it depends on the product selected from the drop down list) and a Category on the Product and Problem tab, but using Profiles can help save keystrokes.
The SR creation process performs a knowledge base search to identify relevant documents that might solve your problem.
Please, review the automatic retrieved documents!
When uploading a document please make sure that a comment is included to let the support engineer know the purpose of the document being uploaded. Even if the purpose of the document is obvious, having the comment “screen prints” will assist support.
Then you will have to fill in all the issue’s details.
To show both Technical and Non-Technical service requests in the MyOracle Support dashboard, perform the following steps:
1. On the Dashboard and/or Service Request tab, click the Customize Page link to see the available regions.
2. Drag 'Service Requests' to the place you would like your Non-Technical SRs to appear. This assumes you already have a region set up for Technical SRs.
3. Close the Customize window.
4. In the new Service Requests box, click the pencil at the top right.
5. In the 'Show' section, select 'Feedback Only (Non-Technical SRs)'.
6. Click Save.
You now have a region for Technical SRs and one for Non-Technical SRs.
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.
To create a PowerView for a single product, simply click on the PowerView icon and select new. Select Product from the first list of values. Then start typing any portion of the product that you would like to select a list of matching values will be displayed. Highlight the correct value and it will be used for the PowerView. Click OK or Apply to use this PowerView just one time, or click Save and name the PowerView to use it over and over again.
To create a PowerView for multiple products click on the magnifying glass icon to the right of the input field. This will produce a tree format in which the user can drill down and check the products that are of interest.
In order to create a PowerView to focus on all products for Insurance, click on the down arrow next to the PowerView button and select New. From the Select Filter pulldown click Product. Keep "Is" as the operand.
Copy in the string below and paste the string into the field that has default text stating "Type in comma separated values or choose from list", then click Save, enter a Powerview name and click OK, so the PowerView can be used in the future. The string below contains the IGBU product:
Oracle Insurance Illustration
Oracle Insurance New Business
Oracle Insurance Policy Administration
Oracle Insurance Rules Palette
Oracle Insurance Unit Value
When a PowerView is active, the icon at the top of the screen will show PowerView is On. To find out filter criteria being used, just hover over the text to the right of the PowerView button as shown below.
Advanced PowerView Tips
PowerView and the Configuration Manager
If you use the configuration manager, you can assign attributes and values to systems and targets. You can then use PowerView to filter on those attributes. For example, assign a business owner to each system and then use a PowerView to filter for a particular owner's name, (for example, Scott). For more information about setting attributes, see Custom System Properties in the Settings help.
The PowerView Button
There are three ways to use the PowerView button:
• If PowerView is On, click PowerView is On to turn off PowerView.
• If PowerView is off, click PowerView is Off to turn on PowerView and use the last active PowerView.
• Click the arrow on the PowerView button to view the PowerView menu and access all of the other features.
When PowerView is on, the text to the right of the PowerView button describes the active PowerView. Click the description to edit that PowerView.
See My Oracle Support Note 733384.5 for more information on the Knowledge Home and view the 5 minute viewlet on Knowledge Home or Searching.
In MOS the browsing functionality has been enhanced. Users can now browse down to any level of the product and then use the search functionality to search for knowledge documents just within that area.
Searching for Patches – see My Oracle Support Patch Details (Document ID 847408.5)
Once an area is selected, the documents within that area are displayed in the results list, along with an additional search bar at the top of the results list. Entering in keywords into that search bar will execute a search just over the knowledge documents in the area that was selected from the browse tree.
When browsing, users may see up to three documents or more at the top of the results list in a light blue area. These are Support Recommended documents that GCS believes are important for users when viewing documents in that product area. When a Support Recommended link is displayed, please take a look at the document, because it is very important information.
When using the search bar in the upper right hand corner the default is always a search over knowledge.
Within the document result list, each individual search term is highlighted by SES by default. This occurs even if you searched using a phrase. However when you open the document the search terms are not highlighted.
•All searches are case insensitive. ORACLE and ORacLE are treated the same.
•By default, all terms are AND'ed The Or operator is a vertical bar.
•Exact match = "Oracle text" (enclose in quotes) – note that phrase searches use stopwords. So if you were to search on “Batch not posting”, the word “not” is a stopword, so you would not get the results that you expect. A change request is logged on this.
•Orion search uses stemming which searches on variations of the root of a word as shown here. Greater weight is placed on the exact match.
•You can do wildcard searches using *. However, you cannot use * at the beginning of the term and it must be preceded by three or more characters.
•Orion treats underscores as characters, My Oracle Support treats them as wildcards.
•Exclusions: eyes -green translates to all eyes except green.
•Proximity searches: This query will return hits which have these words close together, not separated by more than 100 words. This is particularly important if you want to search for a syntax, as such words appear pretty close together.
•Orion searches attachments that are doc files, pdf, or text when the visibility option is set to yes.
The AND search works differently upon whether you enter a COMMA or not. If there are no COMMAs in the input string then all entered terms MUST exist in the article for it to appear in the hitlist. Scores are based on the frequency of occurrence of the words supplied. Eg: Entering the same 4 terms A B C D would score: NO POINTS for any article which did not contain ALL of the terms. A score between 1 and 100 for any article containing all four terms where the score is generated by ConText? 's internal algorithm. This option with NO COMMA causes the score to be higher the more times each word occurs. Eg: If an article contained A one hundred times and B C and D only once each it would score more than an article containing just A B C and D once each. Adding a COMMA changes the behaviour of And++ If there is a COMMA in the input string then all words BEFORE the COMMA must exist, while each word AFTER the comma scores 1 extra point if present. Eg: A B C , D E Words A B and C must exist while D and E are optional. Scoring is thus: A B C would score 1 point A B C D would score 2 points A B C E would score 2 points A B C D E would score 3 points A B D E would NOT appear in the hitlist as C is missing.
If you want to use a keyword search over just simply click the page icon shown below and select the Bug Database option:
In order to search over both knowledge and bugs at the same time, click Advanced.
Clicking on the Source the interface allows the user to check multiple sources to search over. The related product will automatically be filled in with the information from the PowerView limiting the search results to only the product(s) listed. Users can override those products manually, by simply typing in the product that is of interest.
If the source is limited to only Bug Database additional refinement fields become available. Status Code allows searches to be done over bugs at a specific status (ie: 01 – Complete).
Refining Search Results
When you perform a search, results are sorted in groups. These groups can help you narrow the search results. Click a group in the Refine Search region to narrow your search to that group. For example, if you know your task is patching, not installation, click Patch to show only patch articles. Similarly you can limit results to a particular source, such as a knowledge article or bug. The listed groups depend on the search and the results; not all groups appear at each search.
• The Product Category filter enables you to select one specific product or product area that you are interested in from the article result list. If you have a Powerview selected, only those products valid for the Powerview will be listed. To refine your search, do one of the following:
o Pick a particular product category to drill down into the product hierarchy.
o Select an option from the breadcrumb trail to change the view that you are looking at. This functionality is the same for each Refine Search filter.
• Feature is only available when a single product is selected. The list of features is specific to the selected product. As for product category, the number is the number of articles that exist for that Feature. If you select a feature, the article result list will be refined to only include articles that have that attribution.
• The Task/Intent filter is designed to assist you to find articles related to a specific task or intent. The list is fixed and is based on research performed by the KM engineering team to investigate the most common themes in the knowledge base. The outcome was a list of tasks. Articles can appear in multiple tasks/intents.
• The following table lists the Document Type filter group documents by document type:
• The Product Release filter is only available when a single product is selected that has multiple product releases assigned. You can drill down into the actual product versions by selecting a particular product release. After you do that, the view changes to list the version buckets. The release and version buckets are derived from the document minimum version and maximum version. If the maximum version is not specified, the document applies to all versions later than and including the minimum version.
• The Updated filter is based on the set of predefined buckets of seven days, 90 days, and 360 days. The bucket into which an article falls is based on the document last updated date.
When performing a search, the Refine Search region appears on the right to help you narrow the search results. Some filters are displayed depending on the search source you have chosen.
• Document Type and Task/Intent are displayed only when you have selected Knowledge Base or Knowledge Base Archives as the search source.
• Feature and Product Release are displayed only when a single product has been selected.
• Bug Type is displayed when Bug Database is selected as the source.
Once a search has been executed, a second search bar appears above the search results. This can be used to change or refine the results list even further. Any additional keywords added in this search window will execute another search.
How Search works
Firstly, there are a few important rules how search works in MOS (and in the other portals apart from a few exceptions).
1. Search is an AND search by default -> all search terms must exist in the target content.
2. Default search source is "Knowledge Base" -> user needs to select All or any other specific source from the global search bar (drop down options).
In My Oracle Support we use Oracle Secure Enterprise Search (SES) as the search engine. SES has been configured to search the relevant document header, body text and the [[#SearchAttachment][attachment text]. SES has its own relevancy ranking. The SES search engine gives a search score based on the search terms and where they exist within the document. Oracle Text is the underlying technology used for indexing and querying.
SES uses progressive relaxation which means it goes through a series of steps to get most relevant results.The steps are similar to this:
1. SES first tries to find the exact phrase in the title. Terms in the title are weighted very high.
2. SES tries to find the search terms in the title.
3. SES tries to find the exact phrase anywhere.
4. SES tries to find the search terms anywhere in the content.
There are a few mechanism to increase the likelihood to find a result in case that the search query terms do not exactly match the target document:
- SES applies word stemming, means that "responsibility" and "responsibilities" are treated as the same word.
- User can use wildcard * to expand query terms, like "upgrad*".
- We implemented automatic error expansion to add leading zeros, like ORA-600 -> ORA-00600. So SES will perform an OR search on both terms.
- SES ignores certain generic English words, like "the", "of", "a". These words, called Stop Words, usually don't contain a lot of information and therefore SES ignores them and replaces them with a wildcard token.
Example: Something like "start the database" translates to "start * database" and will
- match "start a database" or "start up database".
- but not "start database".
Of course, this can have unwanted effects and decrease search precision in some cases, if this stop word is important in the given context. The stop list can be changed, but requires some effort, so best to log an enhancement request.
Here is the current list of Stop words used in MOS:
a , about , after , all , also , an , and , any , are , as , at , be , because , been , but , by , can , co , corp , could , for , from , had , has , have , he , her , his , if , in , inc , into , is , it , its , last , more , most , mr , mrs , ms , mz , no , not , of , on , one , only , or , other , out , over , s , says , she , so , some , such , than , that , the , their , there , they , this , to , up , was , we , were , when , which , who , will , with , would
Review the following tips to improve your search results:
• Search Term: Use a specific search terms in your search query. For example, if you have an error code, for example Ora-600, use that in your search. Avoid generic terms and long sentences.
• Product Focus: To obtain more relevant results, you can drill into a product area through the Browse Knowledge menu on the left side of the Knowledge home page, or by using a PowerView setting. Doing this enables you to focus your search on a specific product or set of products.
• Refine Search options: After you receive results from a search, use the Refine Search options on the left side of the page to narrow your search and make the results more relevant.
• Advanced Search: Use Advanced Search for special cases. You are able to select multiple knowledge sources and products that you want used as your search criteria. You can then use advanced queries for your search to provide the most accurate results.
• Saved searches: You cannot save a particular search. However, you can select from the set of recent searches listed in the Recent Activity region on the Knowledge Home page. You can also access recent searches from the drop-down menu in front of the Search box in the global toolbar.
• Keywords: Use tags that appear in the result list under the title of the article to view articles of a similar subject.
Tips for Searching
• When searching over bugs, try searches that do not narrow down the results by release, sometimes an issue is reported and fixed in one release, but may not have been reported for the specific release being used.
• For search text, it is better to use both Program IDs and keywords. If you know the bug or the document ID number, just type it in the search on the upper right hand side.
• If users would like to see a document in a new window or tab, simply right click the hyperlink and the option to open the document in a new window or tab will be displayed.
Help With Unsuccessful Searches
There are two features incorporated into My Oracle Support to help you with unsuccessful searches.
• 1) The first is that entered keyword terms are spellchecked against an english dictionary. If a term is misspelled a Did you mean hint is given. You can select the did you mean hint to execute a new search. Therefore if you entered 'concurrnt request'. The keyword 'concurrent' was misspelled. You will receive the 'Did you mean' hint
• 2) The second is the zero hit feature which if zero documents are returned by a search, provides links using the different combinations of the keywords entered together with the number of documents that would be returned by that search. You can select one of these alternative searches.
Example. If you perform a search using 'rac database performance tunin' in which 'tunin' has been misspelled and zero documents are returned. You will now be presented with different combinations of the keyword terms - 'rac database performance tuning' 'database performance tunin' 'rac database performance'. You can click on any of these suggestions to execute a new search using the selected terms.
How do I interpret the 'Applies To' section in an article?
When displaying an article, the Applies to section lists the product(s), product version(s), and platforms to which the document applies. For each product, if a single product version is displayed, the document applies to that version and all later versions for that product. If a version range is displayed, the document applies inclusively to all versions within the specified range.
Keywords or Tags
Some documents will have keywords associated with the document. If a search term is used that is also a keyword, that document will show higher in the results list. Clicking on a keyword will add the word(s) to the search criteria and re-execute the search.
Feedback is greatly appreciated and will help to make the knowledge base better. While viewing documents if you run across anything that we should be aware of please use the Rate this document link at the bottom of the document to provide any and all feedback.
When the feedback points out an error or needed enhancement, a comment is attached to the document and it is flagged internally for maintenance work. The Rate this Article ratings are used to determine the article's overall effectiveness. This is then used to prioritize the article for additional maintenance activities.
Any document can be added to the list of favorites by simply clicking on the icon. When adding favorites for different documents the favorites are grouped in folders according to document type. Best practice would be when a bug is entered for your company a favorite can be created, so it can easily be referenced in the future.
In order to remove a document from the favorites list, simply select Manage Favorites, highlight the item(s) to be removed and click the Remove Selected button.
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, for example, Oracle Database 10g Release 2 (10.2.0.1.0) on Sun Solaris 10 (SPARC).
You can use the Browse or Search tab to find Certification information. Use the Search tab to select multiple search criteria, for example the product release and product version or the platform and platform version. Use the Browse tab when you only know the product name and want to browse all options available for that product.
See Document ID 733391.5 for details.
MyOracle Support Community is a multi-channel interactive community for sharing information, posting questions and answers, and providing suggestions about Oracle products, services, and related technologies. This is a great way for customers to interact with each other.
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.
For the moment the communities available for IGBU are:
• Insurance Services - INS
• Sign-up for hot topic emails (Document ID 793436.1) for knowledge articles, product alerts, bugs, and desupport notices as well as subscribe to Oracle newsletters.
• Participate in My Oracle Support Community and other Oracle Communities.
• Manage the lifecycle of our Service Requests, Document ID 733245.5.
• For My Oracle Support - Features & Functionality webcasts, check Document ID 418297.1
• For a full list of the online product training videos, see Document ID 603505.1.
Unable to attend a live webcast or need a review? Access the following recorded training modules.
Use your Single Sign-on username and password to access the recordings.
• Customizing the Dashboard in My Oracle Support
• Creating a Service Request in My Oracle Support
• Quick Search in My Oracle Support
• Customer User Administration
• Product Overview (Intro to My Oracle Support)
• Hot Topic E-Mail
• User Account Registration Process (for new users)
• Searching and Browsing the Knowledge Base in My Oracle Support
• Patches and Updates in My Oracle Support
• Using Projects in My Oracle Support
To view full details, sign in with your My Oracle Support account.
Don't have a My Oracle Support account? Click to get started!
In this Document
|Global Customer Support Contact|
|Settings: Account & Privileges|
|Creating and Saving a Service Request Profile|
|Creating Service Requests (SRs)|
|Advanced PowerView Tips|
|PowerView and the Configuration Manager|
|The PowerView Button|
|Refining Search Results|
|How Search works|
|Tips for Searching|
|Help With Unsuccessful Searches|
|How do I interpret the 'Applies To' section in an article?|
|Keywords or Tags|