|My Oracle Support Help
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This document contains the following topics:
You can change your Knowledge preferences in the Knowledge Preferences section of the Settings tab. See the Settings help for information about setting your Knowledge preferences.
The Knowledge tab provides access to Oracle's extensive knowledge base, which can also be accessed by using the Search Knowledge Base box at the top right hand side of every window in My Oracle Support. The Knowledge home page is divided into regions. To add a region to the page, click Customize Page...
The Knowledge Links region enables you to browse for information in specific categories. Select a category, then select the link that you want to view from the submenu.
Note:The Knowledge Links section can change over the course of a release.
Get Proactive Portfolio from the top of the Links section.
Use Lifecycle Advisors to find upgrade, patching, and maintenance related information for various products.
Use Critical Patch Updates & Security to find information about updates and security.
Use Japanese Knowledge Bases as your entry to the Japanese Knowledge Base for Oracle Knowledge Management.
Use Online Documentation to access the online documentation for your product area.
Use Oracle System Handbook for the latest support information for Sun system products.
Use Tools and Training to find details of Information Center webcasts, diagnostic and Guided Resolution tools, welcome centers, and general training information.
Use Big Data Appliance for information about Oracle Big Data Appliance.
My Oracle Support currently employs two separate search engines. Knowledge Base, Knowledge Base Archive and Community results are returned via the "Oracle Knowledge" search engine that provides better precision, linguistic capabilities and natural language awareness. Other sources, as well as the "All Sources" selection uses a keyword-based search engine. We recommend to start your searches with Knowledge Base first, then broaden as you need.
The Knowledge Base region contains the Search & Browse, Recently Viewed, Recent Searches, and Favorite Articles tabs.
The Knowledge Base Search & Browse tab enables you to either search or browse the knowledge base after you select criteria to restrict your results to areas of interest. If Information Centers are available that match your selection, you may display those directly. Selecting a product, a task, or a release or version is not mandatory, but the more options you chose, the more focused your results will be.
Optionally, select a product or product line:
Note:This region is affected by PowerView filters.
Click in the Select a Product or Product Line box and choose a product from the list that appears.
To refine the list, type the product name or partial product name. As soon as you see your product appear in the list, select it.
Optionally, select a task by clicking the arrow in the Select a Task box, then selecting form the list of tasks.
If the version selector is enabled, select the relevant version. This selector is only enabled if you have selected a product. Depending on your task selection you may be able to select Release, Version, or To Version.
At any time you can enter text in the Enter Search Terms box then click Search. The search will be redirected to any selections you have already made. Clicking Search without entering any search terms enables you to browse the part of the knowledge base that matches your selections.
If one or more Information Centers are listed in a pale yellow rectangle, you can click to see an Information Center containing links to documents, bugs, patches or community links of particular relevance to your criteria.
The Recently Viewed tab lists your 100 most recently viewed documents. Click the document link to view the document again. Click the +/- button in the upper right of the article, to the left of the Comments link, to give the document a rating or enter a comment.
The Recent Searches tab lists your 100 most recent searches. Click a search link to repeat the search.
The Favorite Articles tab lists the documents that you marked as favorites when you selected the star icon next to the document title. To remove a document from Favorites, click the star icon again. The center of the star turns from orange to white.
The Knowledge Articles region contains two tabs: Alerts and Recently Updated. The Alerts tab lists the most recent 100 alert documents. The Recently Updated tab lists the 100 most recently updated documents. Click a document link to view the document.
You can customize your Knowledge page by adding other Knowledge Articles regions and specifying filters for different products, for example one region for Oracle Database and another for Fusion Middleware. See the "Viewing Additional Regions" section for more information about additional regions.
Note:This region is affected by PowerView filters.
You can use Search Knowledge Base at the top right side of any My Oracle Support window to search a wide range of document sources, or you can search for documents within the knowledge base by product name, task, release, and keyword in the Knowledge Base region. A list of documents that meet your selected criteria appears. Each document title lists the date that the document was updated, the document ID number, and the relevancy rating. Each document has an icon associated with it. Hover over the icon for the document type. The total number of documents is found at the top of the list.
Use Search Knowledge Base at the top right side of any window to search for documents by source to search the Knowledge Base or other sources of support-related documents. Setup your preferences to receive search suggestions by selecting Knowledge Preferences on the Settings tab.
From the list, select a content collection, Article ID, Bug Number, Sun Part Number, or SR Number.
Note:Select All Sources to search all sources including Knowledge Base, Knowledge Base Archives, Bug Database, Documentation, and Communities.
Note:Set up your default search source by selecting Knowledge Preferences from the Settings tab. You can default to All Sources or Knowledge Base. Oracle recommends setting the default to be Knowledge Base for better accuracy and focus. You can broaden it later if searches do not provide satisfactory results.
Enter your search criteria in the search box. If you select Knowledge Base, Knowledge Base Archive, or Communities, as you type, search suggestions will appear. Select one of the suggestions if appropriate or continue typing. A list of documents that meet your specified criteria appears. Each document title lists the date that the document was updated, the document ID number, and the relevancy rating.
Note:My Oracle Support keeps track of your most recent product selection across the site and remembers the last 10 products you have used. This information is then used to optimize the search results and provide results that are more related to previous products you have used. This optimization will not score product affinity over search matching but boosts the results based on product attributes when all other factors are similar. To disable this feature, see the Knowledge Preferences help.
Note:To search within the Oracle System Handbook, select Oracle System Handbook from the source list, enter text (for example, Sun Fire 4810 Components), then click the search icon. Knowledge searches for the text within the Oracle System Handbook only and displays the results.
Click Advanced or select Advanced Search from the menu to specify multiple criteria. In Advanced search, you can select more than one source to search, for example, Bug Database and Knowledge Base.
Note:If you select multiple sources, My Oracle Support will switch to using the keyword-based search engine. When this happens the results you receive from Knowledge Base and Communities will be different from the results when those sources are searched individually.
Note:For more information about searching, see the "Knowledge Searching" section.
To search for Knowledge documents by product, use one of the following options:
Use PowerView to limit your search to a product or a range of products. Using the support identifier (SI) option in PowerView enables you to limit the products to those associated to your SI.
Search by Product Name.
Browse Product Menus in the Knowledge Base region.
Use Advanced Search. Click Advanced in the upper right corner of the window, select a product in the Related to the Product field, then click Search.
Diagnostic tools assists you in resolving problems. To start a diagnostic tool:
Click Tools and Training in the Knowledge Links region, then select Diagnostic Tools.
On the Diagnostic Tools Catalog page, click the link for the tool that you want to use.
Each tool contains information on how to use it.
My Oracle Support provides options to refine your search to obtain better search results, tips for most common errors, and tips for reading certain documents. To refine your search:
If the search results are too narrow:
Check whether you have any refinements left from a prior search that do not apply to your current search. If you have previously used refinements, and later use the search bar above the refinement bar for a new search, your refinements will stay. In this case, you can either repeat the search using the top-right search bar (which will reset all refinements and start a new search) or click Clear All to clear the existing refinements.
You may also have a Powerview selected that limits the results to a single product that is not related to your current search. My Oracle Support preserves the PowerView selection across sessions.
Note:For more information about using PowerView with the Knowledge home page and searching, see the "Using PowerView with the Knowledge Home Page and Searching" section.
If the search results are too broad:
Make selections from the Refine Search area to narrow the search results and shorten the documents list. When you perform a search, groupings of the results are created (as shown on the left side under Refine Search). 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 Patching and Maintenance to show only patch documents. Similarly you can limit results to a particular source, such as the Knowledge Base or Bug Database. 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 document 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:
Pick a particular product category to drill down into the product hierarchy.
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 documents that exist for that feature. If you select a feature, the document result list will be refined to only include documents that have that attribution.
The Task filter is designed to assist you to find documents related to a specific task. It includes the following categories:
Patching and Maintenance
Install & Configure
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 this list of tasks. Documents can appear in multiple tasks.
The following table lists filter groups that are based on the document type:
|Document Group||Included Document Types|
|Alert||Alert, Announcement, Desupport|
|Learn More||Bulletin, FAQ, How To, White Paper|
|Sample Code||Sample Code|
|Troubleshooting||Alert, Diagnostic Tools, Patch, Problem, Script, Troubleshooting|
The Release filter is only enabled if you have selected a product from the Product Category filter, not if you have made a selection from higher in the product tree. This feature enables you to narrow your search results to a product's release number.
The Updated filter is based on the set of predefined buckets of seven days, 90 days, and 360 days. The bucket into which a document falls is based on the document last updated date.
The Refine Your Search section helps guide you to a product's Information Center. When your search includes terms such as upgrade, install, configure, overview, or troubleshoot you will be prompted to input a product name, then select a release or version. If an information center is available, you will be invited to view the information center or, alternatively, you may continue your search.
Note:This section is displayed when your Knowledge preferences are set up to receive clarifying questions when searching for certain terms such as upgrade, install, configure, overview, or troubleshoot. The clarifying questions option is set to On by default. See the Settings help for information about setting your Knowledge preferences.
See the Settings help for information about setting your Knowledge preferences.
When performing a search, the Refine Search region helps you narrow the search results. The following filters are displayed depending on the search source you have chosen:
Document Type and Task 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 is selected and only if you have selected Knowledge Base or Knowledge Base Archives as the search source.
Bug Type is displayed when Bug Database is selected as the source.
After you drill down into a filter, the search is re-run. You can continue to drill down. A breadcrumb of links will be shown in the filter to enable you to return to the previous search
If your search returns more than one document, select a document title link to view that document. The document appears and the screen is split, with the document content displayed on the right side of the screen, in the document viewer, and the current list of documents on the left. The current list of documents is the results list from a search or browse, depending on how to you arrived at the knowledge document you are viewing. Click Back to Results to return to the screen with your search terms and result set.
You can also right-click then select Open in a New Document or Open in a New Tab from the context menu to open documents in a single tab. When you open documents this way, you will not see the split view and the document will open in full view.
The document viewer displays:
The document type, document title, document Id, date modified, and the Comments link
The document body text, which typically has the following sections:
In This Document to enable navigation to the main sections within the document.
Applies to which contains the list of products, product versions, and platforms to which the document applies. For product versions, if only a single version is listed, the document applies to that version and all later versions. If a version range is listed, the document applies inclusively to all versions within the specified range.
Document body sections which are different for each document type.
Related which lists:
Products to which the document applies. In this case, the product is displayed using the product hierarchy. For example select Oracle E-Business Suite, then select Financial Management, then select Travel and Expense, then select Internet Expenses.
Keywords that have been tagged to the document.
The Comments link. If the document has comments, click the link to view the comments.
To make a document a favorite, click the star icon at the top of the document, to the left of the title. You can then access the document from the Favorites menu or the Favorite Articles tab in the Knowledge Base region.
To share a document with someone else, click the Email link to this document icon at the top right. Doing this opens a new message in your email client.
When viewing a document, you can rate the document and provide comments. All comments are sent directly to Oracle's Knowledge team. Selected comments are available for public display. The comments are then available through the Comments link at the top of the document.
To provide feedback on a document:
Click the +/- button in the upper right of the article, to the left of the Comments link.
Make selections from the Article Rating list, enter comments if desired, then click Send Rating.
Note:If you rate the document as Poor, you must enter comments.
When you provide feedback on documents, you help Oracle improve document quality and effectiveness. The comments posted on a document are evaluated by the Oracle Knowledge Management team. When the feedback points out an error or needed enhancement, the Knowledge Management team attaches a comment to the document and the document is flagged internally for maintenance work. The Rate this Document ratings are used to determine the document's overall effectiveness. This is then used to prioritize the document for additional maintenance activities.
Sun's knowledge base and multimedia files are integrated into the Oracle knowledge base. The Oracle System Handbook is available by:
Clicking Oracle System Handbook in the Knowledge Links region
Selecting the search source Oracle System Handbook
You can search for a part number from the Oracle System Handbook pages.
If you are logged in to My Oracle Support as a Sun Partner, when you select the Oracle System Handbook as the document source, you search the Sun Partner version of the Oracle System Handbook. If you sign in as a Sun customer, you will search the Sun Customer version of the Oracle System Handbook.
My Oracle Support can now display Sun multimedia files and Sun files larger than 10 MB.
Review the following tips to improve your search results:
Search Term: Use specific search terms in your query. If you want to receive search suggestions as you type in your query, setup your knowledge preferences. For Knowledge Base, Knowledge Base Archive, and Communities, the more grammatically rich a search is the better. Natural language searches work the best.
Product Focus: There are two ways that you can perform product-based searches from the Knowledge Base region. Doing either of these limits your results on the Knowledge page to the product or product line selected:
Create a PowerView to filter for a product over all areas of My Oracle Support.
Use Knowledge Base to specify a product line or a product, then select a task from the list
Search Refinements: The results are displayed with the search refinements listed on the left hand side. Other refinements can be opened by selecting the arrow to display more content or filter the content displayed.
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 tab in the Knowledge Base region.
Tags: Use tags that appear in the result list under the title of the document to view documents of a similar subject.
Search Tips: Search tips can be triggered by search terms. They recommended a document or provide an option to continue to view the result set.
To use the Knowledge Base region on the Knowledge tab to browse for information about a specific product:
On the Search & Browse tab, select a product, task, and version.
A list of articles that meet your criteria appears at the bottom of the region, under the Go Directly to the Best Match heading. If no list appears, broaden your search criteria.
Do one of the following:
Select an article under Go Directly to the Best Match.
Click Search, make selections in the Refine Search area to narrow the search, then select an article.
PowerView, available from the upper right corner of the page, enables you to filter based on products, product line, SI, or configurations. This filters the content of the Knowledge regions which work with PowerView. The PowerView filter bar appears on the region and lists the applied PowerView filters. Other PowerView filters enable you to exclude certain conditions, however the Product filter does not have this feature.
Note:Some knowledge sources (for example documentation and forums) are not specific to a product, but rather to a product line (for example E-business Suite). PowerView automatically rolls up to the matching product lines when searching with a product PowerView filter over a set of sources including sources not assigned to a specific product.
My Oracle Support supports local language knowledge base in Simplified Chinese, Japanese, and Korean. Currently only a small number of important documents are translated, but the number will increase over time.
If a translation exists for a document, the Language menu appears in the top right section of the document display. Click the appropriate language from the Language menu to see the translated document.
If you select Simplified Chinese, Japanese, or Korean from the Language menu on the initial sign in window or from the Settings > Personalization window, you can search the knowledge base for documents in the selected language. The searches you perform will include documents in the language that you have specified as well as English knowledge base documents.