|My Oracle Support Help
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My Oracle Support provides personalized, proactive, and collaborative support. You can benefit from integrated service request (SR) work flows shared with Oracle Support in real time to improve system stability and resolve problems more easily.
This guide provides an overview of My Oracle Support features and concepts. It includes the following topics:
This section explains My Oracle Support concepts and global features. It includes the following topics:
A Support Identifier (SI) identifies the products that your company has purchased and your level of support for these products. Some companies have only one SI but most companies have more than one SI. The SI is included in the welcome letter sent from Oracle to the technical contact listed in your company's contract. It is required to access Oracle Support Services, including My Oracle Support and phone support.
An active SI is an SI associated with a current support contract. If the support contract associated with an SI expires, the SI also expires. If you have only one SI in your profile and that SI has expired, you will have access only to your user profile, through the My Account page.
On the My Account page, you can request that SIs to be added to or removed from your user profile. Doing this sends a message to the Customer User Administrator (CUA) assigned within your company who will review and approve or deny the request.
To view the My Account page:
Log in to My Oracle Support.
Select My Account from the menu that appears when you select your username in the top right corner of the My Oracle Support screen.
To find an active SI:
On the My Account Page, click Request Access, then select Find a Support Identifier.
Contact your CUA. On the My Account page, if you have any SIs in your profile, click View in the Administrator column to view the CUA details.
Refer to your support renewal quote letter which includes a list of SIs.
Contact your Support Delivery Manager. (Not applicable to all customers).
Contact your local Oracle Support sales representative, available at the following URL:
See Also:For information about the My Account page, see the My Account help.
Your administrator can consolidate any number of SIs into a single SI or a different set of named SIs to eliminate clutter, making it clearer which SI should be used. CUAs can also create a set of permissions for the umbrella SI which make more sense for their organization. One useful strategy is for a company to combine all of their SIs into one named SI and remove everyone from all of the other SIs. This way everyone can use and work with one SI (if this complies with the company's security and management policy). This consolidation is performed in advance through the new Support Identifier Group feature.
See Also:For information about SI Groups, see "What are Support Identifier Groups?".
Note:The Message Center is visible only to CUAs.
The My Oracle Support Message Center, the envelope icon located next to your username in the upper right of each My Oracle Support page, alerts you to actions that you should take. The number of pending messages is listed in a link next to the icon.
The Message Center is automatically refreshed every 15 minutes when you are actively working with My Oracle Support. Click the message center icon or the count link to refresh the Message Center at any time. Select items from the Message Center menu to view or resolve the issues.
Note:If a red arrow appears next to a menu item the message count may not be up-to-date.
There are four types of messages:
Show Assets with ASR 'No Heartbeat' Issue
One or more assets was not reachable. The problem is mostly likely due to a network or software issue in the system's environment. Click the message link to go to the Assets section to view the list of non-responsive assets. To resolve this problem, consult the troubleshooting section of the appropriate user documentation for the asset, accessible from
Note:This message applies only to Sun hardware customers who have enabled Auto Service Requests (ASRs). The Oracle ASR service enables qualified Sun hardware to automatically generate an SR.
Approve ASR Assets
One or more ASR assets require your approval. Click the message link to go to the Assets section, then review and approve pending ASR activation requests.
Note:This message applies only to customers who have enabled Oracle ASRs which enable qualified Oracle hardware to automatically generate an SR. See
http://oracle.com/asrfor more information.
Note:ASR is a feature of Oracle Premier Support and Hardware Warranty for qualified products. Assets that have submitted ASR activation requests appear in My Oracle Support Assets with the status Pending.
For more information about ASRs, see the Systems help. This message will only be seen by CUAs who approve access and privileges to My Oracle Support for their teams.
Approve Pending User Requests
One or more user requests require your approval. Click the message link to go to the View Users region on the Settings tab, then review pending requests.
To associate a system with an SR, view configuration details or history, and be included in health checks and patch recommendations, the system must be associated with a Support Identifier (SI). This did not happen at the time of upload most likely because the SI for the system was not specified and you have more than one SI in your profile. Associate the SI with the system, then the system will be made available in My Oracle Support.
Do you really only care about a few of the thousands of Oracle products? Use PowerView to eliminate noise from all of those other products. Create and save PowerViews for a specific set of products, turn it on, and automatically filter Knowledge and other regions based on the filter.
You can create multiple PowerViews to display information that you need in different situations. For example, you can set up a filter to show only information related to a specific SI.
The PowerView menu is on the My Oracle Support title bar. To open the PowerView menu, click the arrow on the right of the PowerView button. Use this menu to turn PowerView on or off, edit the current PowerView, create a new PowerView, view recent or named powerview filters, and manage powerview filters.
Not all regions respond to all possible PowerViews. View the filter bar in a region to see which attributes of the current PowerView apply to that region.
After you turn on PowerView, each region's filter bar will appear and show which attributes of the current PowerView apply to that region. For example, the SR region might support filtering by SI and the filter will show this, but the Systems Alerts region might not honor any PowerView filters so the filter bar will not appear on that region.
If you use the configuration manager, more advanced PowerView options are available to you. See the Collector tab for more information about how to take advantage of collections.
PowerView filters override similar local filters. These local filters are disabled when PowerView is on. Some local filters (for example a search field) are still available when PowerView is on.
Tip: The PowerView Off label enables you to quickly toggle between turning on the last PowerView used and Off.
To create a PowerView:
Select New from the PowerView menu.
Select a filter type.
Make selections from the other two menus.
The contents of these menus depend on the selected filter type.
Optionally, to add more filter lines click the plus sign (+). Click the minus sign (-) to remove a filter line.
If you want to give the PowerView a name, click Name PowerView, then enter a name in the box.
Note:Because PowerViews are automatically stored in the PowerView history, you only need to name PowerViews when you have many filters to organize.
Click Create to save the filter and refresh regions.
For example, to create a PowerView that displays only the Oracle products that you use:
Select New from the PowerView menu.
Select Product from the Select Filter Type menu.
Select is one of, select one or more products from the menu that appears, then click Select.
You can enter a product name or partial name in the search box to filter the menu.
Click Create to save the filter and refresh regions.
To select an existing Powerview, choose one from the Recent PowerViews or Named PowerViews submenus.
If PowerView is on, the name of the current PowerView appears in the title bar. To edit the current PowerView, select Edit from the PowerView menu.
Click the name or description as a short cut to edit the current PowerView.
Note:When a PowerView is enabled, it overrides any filters that may be applied to a region. To restore the use of regional filters, turn off PowerView. Only PowerViews relevant to a region are applied. You can see which filters are applied on the region's toolbar. Not all filters apply to all regions.
To remove a PowerView:
Select Manage PowerViews from the PowerView menu.
Select a PowerView from the list, then click Remove Selected. Use the Shift and Control (or Command key on Macintosh) to select more than one PowerView.
You can filter the list by All, Named, or Recent. To further define the list of PowerViews, enter text in the search box, then click the Search icon.
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 PowerView 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.
My Oracle Support provides information through dashboards, listed in the tabs across the top of the My Oracle Support window. The main dashboard, the Dashboard tab, provides a comprehensive view of your SRs.
The following topics provide information about the components of a dashboard.
Regions display information such as SRs or search results. In many regions, you can drill down to more specific information, as well as customize what information is displayed.
You can add regions that are not currently visible and copies of regions that are visible so that you can have multiple views of the same data set. To add a region to a dashboard:
Click Customize Page... at the top right corner of a dashboard page. The page appears in edit mode.
Note:Not all dashboard pages can be customized.
Click Add Content in the column where you want to add a region.
A list of regions appears. If there is more than one column, each will have its own Add Content button.
Click Add next to the region that you want to add. The new region appears on the page.
Click Close at the top right corner of the page to return to View mode.
To optimize the page for your needs, you can position the regions that you use most at the top of the page for easy access. For example, if you primarily browse and search for Knowledge documents, you can move the Knowledge Base region to the top of the right column to make it readily available. To rearrange a region, do one of the following:
Note:You can rearrange regions in Edit or View mode.
Click and drag the title bar of the region that you want to move, then drop it in a new location.
Click the View Actions Menu (gear icon) in the upper right corner of a region, then click Move Up or Move Down.
To remove a region from a page, click Customize Page near the top right of the page, then click the close box (X) on the region.
To restore a region that you removed from a page, follow the instructions in the "Viewing Additional Regions" section.
To restore the page to default settings, while in edit mode click Reset Page at the top of the page.
You can perform the following actions on regions that contain tables. All changes are saved automatically.
Add or remove columns by clicking View, selecting Columns, then selecting or deselecting columns in the list.
Reorder columns by dragging and dropping the columns or by selecting the View menu item Manage Columns...
Sort columns by clicking the column header.
To increase the size of the region, click Detach. The region opens to fill the entire browser window.
See Also:For video help on page customization, click the following link:
For regions that display time stamps, select the View menu in the region then select or deselect Show Relative Time. If you select Show Relative Time, the time is displayed in the format day or x + time unit, for example:
3 + days ago
3 + months ago
3 + years ago
Otherwise, the time is displayed in the absolute (actual) time format, for example:
June 10, 2013 6:32 AM
Changes to the time stamp must be made in each region. The default setting is Show Relative Time.
My Oracle Support provides a comprehensive, context-sensitive task-based online help system. Click the Help menu to display a list of relevant tasks, conceptual information, and training videos.
The Help menu is divided into two areas by a separator:
The first set of menu items provides 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.
To search for key words across the My Oracle Support help:
View any help page.
Enter text in the search box on the left side of the help window, then click Search.
In addition to online help, the Dashboard tab has a Getting Started region that provides information about how to use My Oracle Support and contains links to documentation, collateral material, training, and news events.
Favorites enable you to choose specific region entries and make them accessible directly from the Favorites menu. A favorite provides quick access to information of your choice.
To create a favorite, anywhere you see the star icon click the star icon to make the item a favorite. Click the star icon again to remove the favorite.
From the Favorites menu (the star icon inline with the tab names), select Manage Favorites to view all of your favorites, remove favorites, manage favorite folders, or go to a favorite. Use the command and control keys to deselect or select multiple items for removal.
Favorite folders are listed on the left side of the Manage Favorites window.
To create customized folders, do one of the following:
In Manage Favorites, click New Folder... at the top of the folder list.
In the Create New Folder screen, enter a folder name, then click Create Folder.
Click the arrow next to My Folders to view your new folder.
To move a favorite to a custom folder, select the favorite, click Move..., then select a folder. The favorite is moved to the selected folder.
See Also:For video help on Favorites, click the following link:
The Knowledge tab enables you to search for and review articles in the Oracle knowledge base. However, you can also search the knowledge base from most pages, as follows:
In the global search box available in the upper right corner of most My Oracle Support pages, enter the text that you want to search for.
Click the search icon to the right of the search box.
Tip:Use PowerView to reduce the search results to display only the Knowledge pages for the products that you are interested in.
My Oracle Support provides a chat feature that enables Oracle Support engineers to contact you through chat about open SRs. Details of your chat session are stored in the associated SR.
Your chat status is shown in the top right of the My Oracle Support page header. You can change your status to Available or Not Available. If your status is Available, you are visible to Oracle Support engineers.
Note:To enable chat windows to appear, you must ensure that your browser allows pop-up windows for
oracle.com. If you are unable or unwilling to allow pop-up windows for oracle.com, set your Chat status to Not Available.
The chat function is specifically designed to enable Oracle Support engineers to contact you when they are working on an open SR.
In this release you cannot initiate a chat with Oracle Support. If your status is Available, and Oracle Support attempts to contact you to help Oracle Support resolve your SR, you will receive an invitation to chat that you can choose to accept or decline. Invitations with no response will time out after 10 minutes.
If you set your status to Not Available you will not be contacted by Oracle Support through the chat feature.
The status Available or Not Available persists from session to session. Oracle encourages you keep the status set to Available to help resolve open SRs quickly. You will only be contacted concerning open SRs.
My Oracle Support contains many features and capabilities that are grouped under tabs across the top of the application. The following topics provide an overview of what you will find on My Oracle Support.
The Dashboard tab provides you with a concise, personalized, dynamic view of your service requests and interactions with Oracle Support. The Dashboard tab is configured to give you both high-level dashboards as well as specific details through various customizable regions that include Service Requests, Knowledge, News, and many more.
See Also:For more information about the Dashboard tab, see the Dashboard help.
The Knowledge tab enables you to access Oracle Support information from the Knowledge home page. It provides you with an advanced search capability to Oracle's knowledge base (including My Oracle Support Community, documentation, defects, patches, and the Oracle (Sun) System Handbook), tracks your recent knowledge activity, enables you to personalize the page to present alerts and recently updated knowledge articles for the products that you have defined, and provides you with a browse capability.
See Also:For more information about the Knowledge tab, see the Knowledge help.
The Service Requests tab enables you to view, manage, and update SRs. You can see summaries of SR status and severity as well as details of individual SRs. Your view of SRs is based on the SIs that you have in your My Oracle Support profile.
See Also:For more information about the Service Requests tab, see the Service Requests help.
The Patches and Updates tab enables you to view and download patches for your Oracle products. You can search for patches by patch name or number or you can use Advanced Search to search by product.
See Also:For more information about the Patches and Updates tab, see the Patches and Updates help.
The Community tab enables customers to connect instantly to a vast network of peers, industry experts, and Oracle product specialists. Users can participate in discussions, exchange documents, and receive recognition for participating.
See Also:For more information about the Community tab, see the Community help.
A certification is a combination of Oracle and third-party products and operating systems that Oracle has tested and should work together. The Certifications tab provides access to product certification information. A product is certified for 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).
See Also:For more information about the Certifications tab, see the Certifications help.
The Managed Cloud (formerly On Demand) tab enables Managed Cloud Services customers to track Managed Cloud Services service requests (SRs), and requests for changes (RFCs). The Managed Cloud tab is visible to customers with at least one Managed Cloud Services SI.
See Also:For more information about the Managed Cloud tab, see the Managed Cloud Services help.
The CRM On Demand tab enables Oracle Customer Relationship Management (CRM) On Demand customers to log and track CRM On Demand SRs.
See Also:For more information about the On Demand tab, see the CRM On Demand help.
A system is a manageable entity such as a database, an Oracle E-Business Suite installation, or an application server. The Systems tab displays all of the systems on which the configuration manager is running. In addition, the Systems tab includes the Inventory report and information about targets, configurations, health recommendations, and hardware assets.
See Also:For more information about the Systems tab, see the Systems help.
The Collector tab give you access to and information about the configuration manager. The configuration manager collects information about the host systems that it is installed on and sends that information to Oracle.
See Also:For more information about the Collector tab, see the Collector help.
The Advanced Customer Services tab provides an at-a-glance view of descriptions and the value of Oracle Advanced Customer Services offerings. If you are an existing Advanced Customer Services customer, the Service Delivery Dashboard provides online access to your Service Delivery Plans, enhancing your ability to communicate effectively with your Service Delivery Team. The Dashboard provides details about your contracted services, current status, and key contacts. In addition, you can upload and view content related to the delivery of your services
See Also:For more information about Advanced Customer Services, click the Advanced Services tab, then click Help in the Advanced Customer Services window.
The Proactive Hardware Services tab is visible to customers with at least one hardware support identifier in their profile.
Proactive Hardware Services provides Oracle Sun System Analysis (OSSA) reports. These reports identify known issues and risks associated with systems in terms of serviceability, and for mission critical environments. They are designed to improve time to repair, first call completion rates, and avoid some calls altogether by identifying known security, data corruption, availability, interoperability, compatibility, and configuration issues, and by identifying best practice recommendations regarding diagnostic data capture.
See Also:For more information about Proactive Hardware Services, click the Proactive Hardware Services tab, then click Help in the Proactive Hardware Services window.
The Settings tab enables you customize your My Oracle Support settings and manage your account. CUAs can use the Settings tab to manager users, SIs, and create custom system properties.
See Also:For more information about the Settings tab, see the Settings help.
This section shows to how to perform tasks that apply across My Oracle Support.
In the top right section of the My Oracle Support window, you will see your sign in name. Click the arrow next to your name to display the following menu items:
Click My Account to view the My Account page on the Settings tab. See the"My Account" section of the Settings help for information about the My Account page.
Click Sign Out to sign out of My Oracle Support.
To provide feedback to Oracle Support or to submit a query about My Oracle Support:
Click Contact Us at the top of any My Oracle Support page.
The Contact Us window opens.
Enter your feedback in the Problem Summary box.
From the Problem Type menu, select a topic to match the issue.
From the Support Identifier list, select your support identifier, then click Next.
If desired, upload a file a to attach.
Complete the Additional Information section if required, then click Next.
Update the contact information, if necessary, and enter a customer reference number, if desired, then click Submit.
Note:To provide feedback on knowledge base content, click Rate This Document in the upper right corner of the document viewer window.
To view additional regions:
Click Customize Page... at the top right corner of each page. The page appears in edit mode.
Click Add Content. A list of regions appears.
Click Add next to the region that you want to add. The new region appears on the page.
To remove a region from a page, click Customize Page near the top right of the page, then click the close box on the region.
To restore a region that you removed from a page, follow the instructions in the "Viewing Additional Regions" section.
Some tables contain more data than My Oracle Support can load immediately. If you scroll through the table, you might see additional data loading on request. Scroll down to the bottom and the scroll bar will spring back to the middle. This means My Oracle Support retrieved only some of the data. This will not affect searching. When you perform a search, My Oracle Support will always draw results from the full data set.
Some tables include the Export command in the Actions menu to enable you to export the data as a Microsoft Excel (.xls) file.
Note:Add or remove columns or set search filters to display the desired date before selecting Export.
You can run My Oracle Support in multiple browser windows.
Note:There is a limit of ten open My Oracle Support sessions or tabs in each browser. If you open an eleventh My Oracle Support session or tab, the first My Oracle Support session or tab will time out.
Your My Oracle Support session times out after 45 minutes of inactivity.
Use the right-click menu on articles to open a knowledge article in a new tab, window, or private window. You can do this as many times as required. Additionally, when viewing an article, you can right-click links in the article to open those links in a new window. The standard browser right-click menu will be shown in this case.
Note:For more information about accessibility in My Oracle Support, see "Keyboard Shortcuts" and "Accessibility Options".
To specify large fonts, high contrast, or that you are using a screen reader, select Personalization from the Settings tab.
Note:If you already use larger text from the browser settings, you will find that this works only for certain HTML pages within My Oracle Support.
If you use large text or zoom in your browser, select I use large fonts.
If you use high contrast settings on your local work station, you must select I use high contract settings.
If you use any of the assistive technologies you must select I use a screen reader.
Search Knowledge Base in the top right of the toolbar area enables you to search Oracle's Knowledge base. For information about using Search, see the "Searching for Documents" section of the Knowledge tab help.
Articles are primarily posted in HTML or PDF formats. Software is zipped. For platform specific files, the following formats may be used in My Oracle Support:
Macintosh BINHEX (.hqx)
Macintosh Self-Extracting (.sea)
Windows Archive (.zip)
Windows Executable/Self-Extracting (.exe)
UNIX Archive (.tar)
UNIX Compressed (.Z)
Adobe Portable Document Format (.pdf)
Linked items (.hqx, .zip, and .pdf) typically require additional software to view or use. Follow the links to download the necessary software. Oracle does not provide support for these software titles.
An Acrobat viewer is required to view PDF files.
You can use the following browsers to access My Oracle Support:
Internet Explorer 8 and higher (desktop versions)
Mozilla Firefox 10 ESR and higher
Chrome 19 and higher
Safari 4 and higher
Safari iOS5 (iPad only)
Note:Newer versions of these browsers are usually supported within six months.
Oracle Web Conferencing brings real-time online collaboration to any e-business, enabling employees, customers, and partners to conduct all types of conferences online in a common, flexible environment.
Using a secure Internet connection, this web-based conferencing application enables Oracle Support Engineers to chat, whiteboard, and share desktop and applications to solve problems in collaboration with customers. Conferencing sessions are arranged through the Oracle Support Engineer working your SR.
Oracle Web Conferencing requires Internet Explorer 8 or higher.
Visit the Oracle Web Conferencing site for additional help and information:
To reset your Oracle single sign on password:
Note:The Oracle single sign on account is used in Oracle applications such as OTN, Oracle University, and so forth.
On the My Oracle Support Sign In page, click Forgot User ID/Password?. The Reset Password page appears.
Enter the e-mail address that you use to login to My Oracle Support (your username), then click Reset. You will receive an e-mail at the address you entered with a temporary password and a validation link.
Click the validation link, then enter the temporary password.
On the page that appears, enter your desired password.
To contact Oracle Global Customer Support, click Contact Us, or phone the number for your country listed in the Oracle Global Customer Support Contacts Directory:
If you receive an error:
Sign out and sign back in to My Oracle Support.
Try a different browser.
If the problem persists, create a service request or contact Oracle Support. See Contact Oracle Global Customer Support for more information.
After you select Settings > My Account, click Request Access..., enter an SI, the click Request Access. The request status changes to Pending. Oracle does not approve these requests. The CUA in the organization associated with the SI must approve the request. You will see a Pending message until the CUA approves the request.
If you think you are approved, click Refresh on the Settings > My Account page to refresh your profile information.
To check the end date for your SI:
On the Settings tab, click My Account.
Click the SI link in the Support Identifiers column to view the hardware assets and software licenses associated with the SI, and their expiration dates. The SI expires when the last hardware asset or software license expires.
If your SI has expired, you can contact the following for additional contract information:
Your company's accounting department
Your company's Oracle Support Sales Representative
Check the following:
Is the data still loading and does the busy cursor appears on the region header? Some report functions or large sets of data take time to load. You can still use other regions while this is happening.
Is PowerView turned on and limiting the view? Turn PowerView off or change its setting.
Do you have the correct SI in your profile? Go to the Settings tab and select My Account to check.
Is there something in the search field that might be limiting the region? Clear the search field and re-run the search.
If you are having issues with page rendering, reset page customizations to restore pages to their original state by resetting column choices and widths, filters, and the selections of regions on the screens. See the "How do I reset message warnings?" in the Settings help.
My Oracle Support provides access to product documentation, training, and information search tools through the Getting Started region on the Dashboard tab. If none of these documents solve your issue, consider sending us feedback using the Contact Us link at the top right area of a My Oracle Support page.