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Update from Oracle Health Sciences Global Business Unit (HSGBU) Product Support: HSGBU Support Cloud (Doc ID 2274259.1)

Last updated on DECEMBER 05, 2019

Applies to:

Oracle Argus Safety Japan Cloud Service
Oracle Argus Affiliate Cloud Service
Oracle Argus Analytics Cloud Service
Oracle Argus Dossier Cloud Service
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Information in this document applies to any platform.

Details

Update from Oracle Health Sciences Global Business Unit (HSGBU) Product Support: HSGBU Support Cloud

This advisory is to inform you that, later this year, Oracle will be migrating to a new ticketing system called HSGBU Support Cloud for logging and managing change requests (referred to as ‘CRQs’ today). Examples of change requests include the deployment of a release to the study environment and a modification to the study environment configuration.

 

Audience
This advisory applies to customers who currently use the Extranet to log change requests (CRQs) for applications hosted in Oracle Cloud for Industry (OCI).

 

When will the move occur to HSGBU Support Cloud for logging Change Requests?
Changeover to HSGBU Support Cloud for logging change requests is targeted to be complete by 13th August 2017. From this point, all new change request tickets should be logged in HSGBU Support Cloud and the Extranet will not be available for this purpose. Any CRQs, previously raised via the Extranet, that remain open as of 13th August 2017 will continue to be worked on in the old ticketing system until closure.

 

What to expect from the Change Requests section in HSGBU Support Cloud?
The change requests section in HSGBU Support Cloud is available only in the English language. Users will submit change requests through a web page accessible from the HSGBU Support Cloud customer portal https://hsgbu.custhelp.com

Features include:


• Submit change requests through a web portal.
• Monitor change requests logged for your trials/services hosted in OCI.
• Run and download reports on change requests logged for your organization.
• Availability of training materials for correct categorization of change requests.

 

Actions

Pre-requisites to getting access to Change Requests section in HSGBU Support Cloud
Users must have an account in HSGBU Support Cloud and be able to log into the portal https://hsgbu.custhelp.com. If a user already has an account for logging support requests, then a separate account is not needed to access the change requests section in the portal.

 

Next steps (i.e. how will existing users get access to the Change Requests section in HSGBU Support Cloud after the changeover)

  • If your organization has already moved to HSGBU Support Cloud for logging support requests, Oracle will contact your Delegated Administrator (DA) Users to request a list of users requiring access to the change requests section in HSGBU Support Cloud.
  • If your organization has not yet cut over to HSGBU Support Cloud for logging support requests, Oracle will ask you to identify DA Users from your organization and Oracle will set them up in HSGBU Support Cloud. Following this, Oracle will contact your DA Users to request a list of your users requiring access to the change requests section in HSGBU Support Cloud.
  • DA Users have the following privileges in HSGBU Support Cloud:

o View/Edit tickets logged by self
o View/Edit tickets logged by others for the trials or services they have access to
o Set up access for other users in the system
o View/Download reports from the system

  • The DA Users will have access to the training materials published in the portal. The training materials are described below.
  • After your users have been set up with access to the change requests section, Oracle will notify your DA Users.
  • The target timeframe for completion of the above steps is end of June 2017.
  • Your DA Users should then notify your users that they have access to the change requests section in HSGBU Support Cloud. From this point new change requests should be submitted in HSGBU Support Cloud.

 

How will new users get access to the Change Requests section after the changeover?
Any new users should request access as follows:

  • New users should log into the customer portal https://hsgbu.custhelp.com and submit a support ticket requesting access to the change requests section in HSGBU Support Cloud and attaching an approval email from the contractual customer.
  • The approval email should include:

o The requestor’s first name, last name, email address, user type in HSGBU Support Cloud.
o A list of trials/services that the user should be given access to.
o If access is required for all services hosted by Oracle for your organisation, then that should be stated in the email

  • Oracle staff will provide access or raise clarifications through the support ticket with the requestor and your DA before granting access.

 

Training Materials
Training documents will be published in the HSGBU Support Cloud customer portal. These will include guidelines to:

  • Show the different navigation options in the change requests section
  • Explain the different types of requests that can be logged and purpose of each request type
  • Explain how to choose various categories and sub-categories while submitting change requests
  • How to fill in product specific templates, if any, for certain request types such as capacity requests, InForm provisioning requests, Central Coding dictionary upgrades

These training materials are targeted to be available by 03 July 2017, after access is provisioned to the change requests section based on the user list provided by your DA Users. You may access these training materials by visiting the tutorials section on the homepage of the HSGBU Support Cloud customer portal.

 

Please get in touch with your Oracle representative with any questions.

HSGBU Product Support
Oracle Health Science

 

 

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