|My Oracle Support Help
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My Oracle Support Community is a multi-channel interactive gated community for premium support customers to share information, post questions and answers, and collaborate with peers about Oracle products, services, and related technologies.
Yes. In addition to using the robust knowledge base, service request (SR), and configuration management functions, My Oracle Support Community is designed to share knowledge, ideas, and expertise with your industry peers. The community enables you to obtain real-time access to an expanded network of trusted industry professionals, including Oracle experts, to help you get the information you need faster and more efficiently.
My Oracle Support Community access is included in your Premier Support agreement.f you have access to My Oracle Support, Oracle's customer support portal, you automatically are a member. There is no additional registration required.
Sign in to My Oracle Support, click the Community tab. My Oracle Support Community opens in a new browser window. To return to other areas of My Oracle Support, select the previous browser session.
Alternatively, enter the following URL in a browser:
As of February 2014, My Oracle Support Community runs on the Jive Engage platform, version 5.0.5.
Always be courteous.There are different levels of experience represented.
To access the complete Rules of Conduct, click the Getting Started Community space in the Getting Started region in the Support space or click the Getting Started space. In addition, use the following guidelines:
Discussions: To create a discussion click the Create tab at the top of the page or the Start a Discussion option in the Actions region in the right hand column. When asking a question using the discussions feature, provide all of the details that other members of the community need to understand your entry, including your database version, for example Oracle 10.2.0.4. If you encounter a poorly worded question, provide suggestions to help the community member asking the question provide more clarity.
Documents: To create a document use the Create tab at the top of the page or click Upload a File or Write a Document in the right column of the Actions region.You can upload.doc, .pdf, .txt, or html files or create a document using the Community editor.
Confidential or Proprietary Content: Other customers will see the information you post in My Oracle Support Community. Do not post any proprietary or confidential information. Also be careful not to disclose any sensitive information such as accounts, passwords, server IP addresses, and so on.
Proofreading: Use both spelling and grammar checkers (or a good proofreader) to ensure correct spelling and take a few moments to review your documents. Remember that automated spell checkers have limitations so it is important to perform a final, manual review.
References to other Oracle content: Always let other members know where you found the information you are providing. Use the following guidelines:
Do not copy and paste from another document unless you use double quotes around the text and use an in-text citation.
If you paraphrase from another document, make sure you indicate the page number where you found the information and include that document in your reference.
However, spam, defamation, obscenity, and bigotry are not tolerated and violators will be dismissed and excluded from the community. All communities are closely observed by moderators
Refer to the Rules of Conduct in My Oracle Support Community's Getting Started region. If you see objectionable content when viewing a discussion post or a Community document, click Report Abuse in the right hand column of the content being view.
My Oracle Support Community content is organized in places called spaces and subspaces, previously known as categories and communities.
Individual subspaces belong to a space defined by a product area, topic, industry, and so on. Some subspaces are broad, covering a number of related products or topics. Others are specific and focus on a single product or area.
A subspace is the area where individual discussions take place, knowledge is shared, and you can see the latest activity pertaining to your products.
Threads are the discussions or questions that consist of one or more messages. These messages are displayed in a flat or threaded structure depending on whether you chose "discussion view style" or "comment view style" in the preferences.
Posts are the individual discussion messages made by community members.
You can rate or like content so others know that it is useful. You can help improve the popularity of a discussion, document, or other type of content by rating or liking it. Popularity determines whether a piece of content is promoted in certain content widgets, for example, the Top Liked Content and Top Rated Content widgets. The more people who view, like, and award 3- to 5-star ratings to a piece of content, the more popular it becomes.
To like something, click the Like link. Notice the Like counter increments by one. Click the Like counter to see who else liked the content. Likes also contribute to status rankings for the person who created the content, and content with likes will be showcased under Latest Likes and Latest Acclaim in the Activity stream.
To rate something, click the stars beneath My Rating at the end of a document or other type of content. You will see the ratings counter increment by one and the average number of stars that the content has received updates. To share that an answer to your question has helped to resolve your issue, you can mark the answer as Correct or Helpful.
English and Chinese are supported at this time. If you would like additional languages to be considered for support, please provide your suggestions to the Community Suggestions community.
To edit your profile, click the Edit Profile and Privacy link in the menu to the right of your username, located in the upper right of your screen, modify the information you see listed, then click Save in the area you modified.
If you're concerned about privacy, you can limit who sees different parts of your profile by using profile privacy settings, as follows:
Click your name to view your profile.
Click Edit Profile & Privacy in the Actions menu.
Click Privacy Settings.
For each profile field, select the type of user who can view it. If you select everyone, then all users can see the contents of that field. Make sure you do not hide too much about yourself so that others will connect with you. Your administrator may control who sees certain fields, such as those without a Visible to... option.
Note:You can preview how others will see your profile by using the Preview Your Profile tool. Just select the person whose view of your profile you want to see. Click Save and Finish to save any changes, or click Close to return to the Privacy Settings page.
Click Save if you are still on the Privacy Settings page.
To start a discussion or post a question:
Navigate to the subspace that you are interested in.
In the Actions box select Start a Discussion.
Complete your profile setup then specify where you would like your notifications to go. For example, you can enable all notifications to display in the Communications tab when anyone responds to your content or changes a document that you own. You can delete any comments about your content as well as remove the content entirely. You can setup email notifications for your content by changing the preference in your profile. To access preferences, click the menu next to your username in the upper right corner then select Preferences. A number of options for email notifications based on content type appear.
To share knowledge or content in the community, do one of the following:
Option 1 - Upload a Document
Navigate to the Community sub space where you want to share content.
Select Upload from the Action menu.
Upload a file and add a description to your document using the editor.
Option 2 - Create a Document
Select Write a Document from the Action menu.
Add the text for your document.
Scroll to the bottom of the page and use the Collaboration Options to set the editing and commenting permissions for the document.
Optionally, specify that another user must approve the document before it is published.
The document will be visible to the all of the group members of the place where you publish it. You can control who can edit it. Alternatively, select Your Documents to limit the document's visibility to only yourself or a group of people you specify.
To find information effectively, use a combination of strategies including search, browsing, filtering, bookmarks, and the communications page.
Tip: Browse the content, people, or places that your coworker or someone with similar interests follows by going to their profile. This way you can quickly find things and people you should also follow.
Search for something specific: The search box is located on the right hand side of the space or subspace page. With predictive searching, when you start typing suggestions are displayed.
Browse for something more general: From the browse tab, select what you want to browse: Content, People, Places, or Bookmarks. After you get there, you can use the left navigation to narrow the results by how they relate to you. Did you write the content? Did you participate in the discussion? Did you create the bookmark? Do you want to look at all content out there? Click Authored, Participated, Your, or All.
Filter what you're browsing: When you are browsing, you have even more sorting, filtering and key-word search options, including the ability to sort by date, filter by tags, or search specific text, which all help you find what you need as quickly as possible.
Bookmark: Using a bookmark and getting back to your bookmarked content has been streamlined to one click. From any piece of content, you can create a bookmark by clicking Bookmark. You can also browse through your own or other people's bookmarks when you click Browse. To find the content you've bookmarked, just click the bookmark icon besides the search box on the top right.
History: It is easier to find something you recently viewed. You can look at your Jive browsing history by clicking the history icon besides the search box on the top right.
If you want to add awareness of content, people, or places to your activity stream, you must follow them.Following content, people, or places keeps them in your periphery by filling your Followed Activity stream with their activity only. Following ensures you can separate out a stream of content that you have personally selected. In your Activity page, you can then toggle between All Activity and Followed to narrow down the stream. You can start following content, people, or places whenever you browse to them or when you open a profile or overview page.
Tip:Browse the content, people, or places that someone with similar interests follows by going to their profile. This way you can quickly find things and people you should also follow.
Depending on your community's setup, you may have either friends or connections and followers. For communities set up with a "Friends" model, friends share a two-way relationship. The two users are connected to each other. For communities set up with a "Connections" model, connections/followers have a one-way relationship. User A follows User B, but User B does not have to follow User A. By default, if your community is an internal one, you are already following your colleagues--people at the same level in your organization chart. You can see your place in the organization chart by clicking your name and then clicking View Org Chart next to your title.
If you follow a lot of activity, for example busy groups or people, you may find that it's easier to set email notifications on individual pieces of content rather than enabling email for all followed activity under communications or browse tab. To change this, click the arrow next to your name at the top right of the community, select Preferences, and set People, places and content I'm following (Followed Activity) to notify you about followed content either in digest format, or never. You can still see your followed content in the Activity page under communications or browse tab.
To set up following so you see the activity that interests you:
Go to a piece of content, a person's profile, or a place. You can use the Browse menu or you can search. For more information, see Find Stuff You Need.
Click the Follow button. Follow should now say Following.
Check your Followed Activity stream to see updates about what and who you are following.
If you want to stop following activity, return to a followed person, place, or content item and click Following. The button will change to say Follow and you will no longer see updates about that activity in your Followed stream.
Using @mention, you can alert people and places that you are talking about them. For example, you can add links to a document or group by typing some of the words in the title after typing @. You can even use both formats in the same status update, for example to announce "Joey Ramone and Johnny Ramone, check out my new Album Review of Rocket to Russia in the community"!
To use @mention:
Type the "@" symbol (or click the "@" icon if it is available). A search dialog opens and suggests possible matches. To narrow matches, use an underscore (_) as a space. For example, @Mike_D would match the Mikes whose last name begins with "D." Your picker will include documents, discussions and places as well as people.
Keep typing to narrow the choices further.
Select the correct match from the list. The new link shows up in your content.
To create a link to a Knowledge article, use the format
XXXXXX.X is the Knowledge article number.
To create a link to a bug, use the format
XXXXXX is the bug number.
Advisor Webcasts offer a convenient way for you to interact with professional, technical, and application experts regarding topics to help you get the most from their support services. Our support experts will present information such as troubleshooting tips, best practices, new release information, and so on. Included with your premier support agreement, each webcast is delivered using Oracle Web Conferencing technology and includes a live Q&A session. Advisor Webcasts are offered regularly and are recorded for on demand viewing anytime, anywhere. Take advantage of this beneficial resource and attend a session today. For a dates and times of the Advisor Webcasts:
Logon to My Oracle Support.
Select the Knowledge tab
Select Tools and Training from the Knowledge Links region.
Select Training (Web Seminars).
We support the following browsers:
Internet Explorer 8 and higher
Mozilla Firefox 10 ESR and higher
Chrome 19 and higher
Safari 4 and higher
Safari iOS5 (iPad only)
Other browsers may work however, if you encounter any unusual behavior use one of the supported browsers.
Please post your request in the Community Suggestions subspace with as much detail as possible.
For information about this program, review Oracle's Rewards & Recognition Program, found in the Getting Started region of the My Oracle Support Community home page.
To change your username and setup your profile and preferences:
Log in to
Click the arrow beside your username at the top right corner of the page.
Select Edit Profile and Privacy.
To change your handle/username, on the Edit Profile tab click Edit next to your username, update your handle name, then click Save.
Scroll down on the page to enter your new Public Display name under the OTN Community Display Name section.
Note:The box next to Oracle Technology Network, under the My Community Memberships section, must be selected.
Log out, then repeat steps 1 to 3 to confirm your new handle/username.
In the Edit Profile tab, update your profile information as desired, then click Save.
Click the Privacy Settings tab, update your profile sharing preferences as desired, then click Save.
Yes. Threads (discussions or questions) and their replies now support the ability for a user to upload video (50MB maximum), documents, and pictures. To upload an attachment, use the advanced editor option on the top right of the basic editor.
A gold (or yellow) border indicates a helpful answer which is also indicated by a gold (or yellow) star. A green border indicates a correct answer which is also indicated by a green star.
Featured content consists of discussion threads or documents that are relevant to the community. It is displayed in the featured content region.
If you are experiencing technical issues in the My Oracle Support Community website, send an e-mail to Oracle_Support_Community_ww@oracle.com or post a thread in the Using My Oracle Support or Community Suggestions community.