Contents

List of Tables

Title and Copyright Information

Preface

• My Oracle Support Terms of Use
• Documentation Accessibility

1 Registration, Sign In, and Accessibility Options

• 1.1 Registration and Sign In
  • 1.1.1 Requesting an Oracle Single Sign On Account
  • 1.1.2 Sign In
  • 1.1.3 Registering Support Identifiers
  • 1.1.4 Verifying and Changing an E-Mail Address
    • 1.1.4.1 How do I verify my e-mail address?
    • 1.1.4.2 What if I do not receive the verification e-mail?
    • 1.1.4.3 How do I change my e-mail address?
  • 1.1.5 Noting the SI Expiration Date
  • 1.1.6 Change of Employment
  • 1.1.7 Being a Customer User Administrator
  • 1.1.8 Additional Registration Help
  • 1.1.9 Supported Browsers
  • 1.1.10 Configure Browsers
    • 1.1.10.1 Pop Ups
    • 1.1.10.2 Internet Explorer
• 1.2 Adobe Reader
  • 1.2.1 Verify Browser Settings
• 1.3 Keyboard Shortcuts
  • 1.3.1 Tab Key Navigation
  • 1.3.2 Shortcut Keys
    • 1.3.2.1 Shortcut Keys for Screen Reader Mode
    • 1.3.2.2 Shortcut Keys for Rich Text Editor Component
    • 1.3.2.3 Shortcut Keys for Table, Tree, and Tree Table Components
    • 1.3.2.4 Shortcut Keys for Table, Tree, and Tree Table Components in Screen Reader Mode
    • 1.3.2.5 Shortcut Keys for Data Visualization Components
  • 1.3.3 Product Selection
    • 1.3.3.1 Keyboard Navigation
    • 1.3.3.2 Screen Reader Mode
• 1.4 Accessibility Options
• 1.5 Video Training

2 Getting Started

• 2.1 My Oracle Support Concepts
  • 2.1.1 Support Identifiers
    • 2.1.1.1 Working with Large Numbers of SIs
  • 2.1.2 Main Location Phone Number Information
  • 2.1.3 Message Center
  • 2.1.4 PowerView
    • 2.1.4.1 Creating a PowerView
    • 2.1.4.2 Selecting a PowerView
    • 2.1.4.3 Editing a PowerView
    • 2.1.4.4 Removing a PowerView
    • 2.1.4.5 Using the PowerView Button
  • 2.1.5 Dashboards
    • 2.1.5.1 Regions
    • 2.1.5.2 Time Stamps
  • 2.1.6 Online Help
  • 2.1.7 Favorites
  • 2.1.8 Knowledge
  • 2.1.9 Chat
    • 2.1.9.1 How do I enable chat notifications?
    • 2.1.9.2 Who can I chat with?
    • 2.1.9.3 What happens if I set my status to Not Available?
    • 2.1.9.4 How do I join a chat in progress if the chat window was closed?
    • 2.1.9.5 How do I use Chat?
    • 2.1.9.6 How will my chat session be stored?
    • 2.1.9.7 Can I provide feedback on my chat session?
• 2.2 My Oracle Support Overview
  • 2.2.1 Dashboard
  • 2.2.2 Knowledge
  • 2.2.3 Service Requests
  • 2.2.4 Patches and Updates
  • 2.2.5 My Oracle Support Community
  • 2.2.6 Certifications
  • 2.2.7 Managed Cloud Services
  • 2.2.8 CRM On Demand
  • 2.2.9 Systems
  • 2.2.10 Collector
  • 2.2.11 Advanced Customer Services
  • 2.2.12 Proactive Hardware Services
  • 2.2.13 Settings
• 2.3 Using My Oracle Support
  • 2.3.1 Providing Feedback to Oracle Support
  • 2.3.2 Logging a Non-Technical Service Request
  • 2.3.3 My Account and Sign Out
  • 2.3.4 Viewing Additional Regions
  • 2.3.5 Removing and Restoring Regions
  • 2.3.6 Viewing Table Data
  • 2.3.7 Exporting Table Data
  • 2.3.8 Opening My Oracle Support in Multiple Browser Windows Simultaneously
  • 2.3.9 Accessibility Tips
  • 2.3.10 Searching the Knowledge Base
  • 2.3.11 File Formats for Downloading Documents
  • 2.3.12 Supported Browsers
  • 2.3.13 Web Conferencing with Oracle Support
  • 2.3.14 Resetting Your Password
  • 2.3.15 Contact Oracle Global Customer Support
  • 2.3.16 Troubleshooting
    • 2.3.16.1 What should I do if I receive an error while using My Oracle Support?
    • 2.3.16.2 I added an SI. Why is it not showing up?
    • 2.3.16.3 Has my SI expired?
    • 2.3.16.4 I do not see any data in a region and I expect I should.
    • 2.3.16.5 My pages are not rendering correctly.
    • 2.3.16.6 Other Resources for Troubleshooting
• 2.4 Customers Using Micros Products
• 2.5 Mobile My Oracle Support
• 2.6 Video Training

3 Dashboard

• 3.1 What regions are available on the Dashboard tab?
  • 3.1.1 What is the Assets region?
  • 3.1.2 What is the Bug Tracker region?
  • 3.1.3 What is the Contact Us Service Requests region?
  • 3.1.4 What the Draft Service Requests region?
  • 3.1.5 What is the End Customer Service Request region?
  • 3.1.6 What is the Getting Started region?
  • 3.1.7 What is the Inventory Report region?
  • 3.1.8 What is the Health Recommendations region?
  • 3.1.9 What is the Knowledge Articles region?
  • 3.1.10 What is the Knowledge Base region?
  • 3.1.11 What is the News region?
  • 3.1.12 What is the Patch Recommendations region?
  • 3.1.13 What is the Patch Search region?
  • 3.1.14 What is the Service Requests region?
  • 3.1.15 What is the Site Alerts region?
  • 3.1.16 What is the Systems region?
  • 3.1.17 What is the Targets region?
• 3.2 Can I create my own dashboard?
• 3.3 How do I maintain multiple versions of the same region on the Dashboard?
• 3.4 Video Training

4 Knowledge

• 4.1 Knowledge Preferences
• 4.2 Knowledge Tab
  • 4.2.1 Knowledge Tab Overview
    • 4.2.1.1 Knowledge Links
    • 4.2.1.2 Knowledge Base
    • 4.2.1.3 Knowledge Documents
    • 4.2.1.4 In the Knowledge
  • 4.2.2 Using PowerView with the Knowledge Tab and Searching
  • 4.2.3 Diagnostic Tools
  • 4.2.4 Oracle Sun Content
• 4.3 Searching for Documents
  • 4.3.1 Refining Your Search
  • 4.3.2 Searching Effectively
• 4.4 Viewing Documents
  • 4.4.1 Providing Feedback on a Document
  • 4.4.2 Multilingual Knowledge Base Support
• 4.5 Video Training

5 Service Requests

• 5.1 Viewing Service Requests and Bugs
  • 5.1.1 What is the Service Requests region?
  • 5.1.2 What is a Contact Us SR?
  • 5.1.3 What is a Draft SR?
  • 5.1.4 What is an End Customer SR?
  • 5.1.5 How do I view a service request in a new tab?
  • 5.1.6 How do I change the time stamp from relative time to actual time?
  • 5.1.7 How do I filter or search for a service request?
  • 5.1.8 How do I view more SRs in the service requests regions?
  • 5.1.9 What is the Bug Tracker region?
  • 5.1.10 What do the bug status numbers mean?
  • 5.1.11 What do the different severity classifications mean?
• 5.2 Creating Service Requests
  • 5.2.1 What is Ask in Community?
  • 5.2.2 How do I create an SR?
  • 5.2.3 How do I save, update, and delete a draft SR?
• 5.3 Working With Service Requests
  • 5.3.1 How can I apply PowerView and Advanced filters?
  • 5.3.2 What are preferred contact methods?
  • 5.3.3 How do I change the primary contact for an SR?
  • 5.3.4 How do I update an SR?
  • 5.3.5 How do I Request Management Attention on an SR?
  • 5.3.6 What are SR details by email?
  • 5.3.7 How do I close an SR?
  • 5.3.8 How do I reopen a closed SR?
  • 5.3.9 How do I upload a file?
  • 5.3.10 How do I view an uploaded file?
  • 5.3.11 How do I delete an uploaded file?
  • 5.3.12 How do I print an SR?
• 5.4 Customizing Settings
  • 5.4.1 How do I show or hide columns?
  • 5.4.2 How do I sort SRs or bugs?
• 5.5 Service Request Wizard
  • 5.5.1 General Questions about the Service Request Wizard
    • 5.5.1.1 What is a Service Request Profile?
    • 5.5.1.2 How do I create an SR using an SR profile?
    • 5.5.1.3 What should I do if I start the wrong kind of SR?
    • 5.5.1.4 How long after an SR has been closed before files and attachments associated with the SR are deleted?
    • 5.5.1.5 How do I copy an existing SR?
  • 5.5.2 How do I create a software SR?
  • 5.5.3 How do I create a Platinum or Engineered System SR?
  • 5.5.4 How do I create a hardware SR?
  • 5.5.5 How do I create an SR using an Oracle configuration manager configuration?
  • 5.5.6 How do I create a Cloud Services SR?
  • 5.5.7 How do I create a Managed Cloud Services SR?
  • 5.5.8 How do I create an SR if I am a partner?
• 5.6 Video Training

6 Patches and Updates

• 6.1 Patching Quick Links
• 6.2 Patch Searches
  • 6.2.1 Searching by Patch Name, Number, or Bug Number (Simple)
  • 6.2.2 Searching by Product or Family (Advanced)
    • 6.2.2.1 How do I limit my search to patches updated since a specified time or within a date range?
    • 6.2.2.2 What do I enter for Product or Product Family?
    • 6.2.2.3 Why can't Platform and Language be selected at the same time?
    • 6.2.2.4 When searching by Product or Family, are patch search product names identical to Knowledge product names?
  • 6.2.3 Filtering Search Results
  • 6.2.4 Searching for Specific Products or Platforms
    • 6.2.4.1 How do I search for BEA Smart Update patches in My Oracle Support?
    • 6.2.4.2 How do I search for Sun patches in My Oracle Support?
    • 6.2.4.3 Can I search for patches for products that are part of a specific release of E-Business Suite R12?
    • 6.2.4.4 Can I search for JD Edwards patches?
    • 6.2.4.5 Where do I search for Sun Firmware, BIOS and related updates, Solaris patches, and Solaris recommended patch sets?
    • 6.2.4.6 Where do I search for Sun patches and updates?
    • 6.2.4.7 Where can I find the Sun patch readmes?
  • 6.2.5 Searching Using Configurations Based Recommendations
    • 6.2.5.1 View Patch Recommendations
    • 6.2.5.2 Suppress Recommendations
    • 6.2.5.3 Print Recommendations
  • 6.2.6 Using the Recommended Patch Advisor
    • 6.2.6.1 What do I do if I cannot find the product I am interested in under the Recommended Patch Advisor selection?
    • 6.2.6.2 How do I find mandatory patches for certifications?
    • 6.2.6.3 What do I do if I do not want to perform a search but I would like to know exactly what recommended patches I am missing?
    • 6.2.6.4 How can I use aliases to find products in the Recommended Patch Advisor?
  • 6.2.7 Sharing a Search Results Link
  • 6.2.8 Frequently Asked Search Questions
    • 6.2.8.1 Why do I search for a product by one name and then use another name elsewhere?
    • 6.2.8.2 How can I see a list of my previous searches?
    • 6.2.8.3 Why search by patch type?
    • 6.2.8.4 Is searching by description the same as the title of the patch?
    • 6.2.8.5 How do I find the latest PSU or SPU?
    • 6.2.8.6 What are the different patch classifications?
    • 6.2.8.7 What are the different search filters?
• 6.3 Patch Details
  • 6.3.1 Viewing Related Knowledge Documents
    • 6.3.1.1 What is related knowledge for a patch?
    • 6.3.1.2 What is the Recommendations / Certifications section on the Patch Details page?
  • 6.3.2 Viewing Trends and Downloads
    • 6.3.2.1 Why do some patches have download trend data, some do not?
  • 6.3.3 Viewing Community Feedback
    • 6.3.3.1 What is a patch review and why display them?
    • 6.3.3.2 Can I reply to an existing posted review? I see a number of great responses to my original review.
    • 6.3.3.3 Why show community feedback on a patch page?
    • 6.3.3.4 I posted to the community and now I don't see it?
• 6.4 My Oracle Support Conflict Checker Tool
• 6.5 Patch and Upgrade Plans
  • 6.5.1 Working with Plans
  • 6.5.2 Using the Plan Wizard
    • 6.5.2.1 Step 1: Plan Information
    • 6.5.2.2 Step 2: Patches
    • 6.5.2.3 Step 3: Validation
    • 6.5.2.4 Step 4: Review and Download
  • 6.5.3 Viewing Patch and Upgrade Plans
  • 6.5.4 Miscellaneous Plans Questions
    • 6.5.4.1 Why don't I see a particular release in the Release list in the Upgrade Planner region?
    • 6.5.4.2 Can I add any patch to a plan?
    • 6.5.4.3 How do I add a plan to my favorites?
    • 6.5.4.4 Why can't I see specific targets in a plan?
• 6.6 Patch Downloads
  • 6.6.1 What is Extended Support?
  • 6.6.2 Download Direct
    • 6.6.2.1 Download from the Patch Search Results Page
    • 6.6.2.2 Download from the Patch Details Page
  • 6.6.3 Download Using WGET
  • 6.6.4 Download Multiple Patches
  • 6.6.5 Download Language Patches
  • 6.6.6 Frequently Asked Download Questions
    • 6.6.6.1 Why is the Download button disabled?
    • 6.6.6.2 What is the fastest way to download all of the files and language packs for a patch?
    • 6.6.6.3 How do I download a patch from the Patch Details page?
    • 6.6.6.4 Why do you recommend using a download manager?
    • 6.6.6.5 How can I download more than one patch from the list on the left when looking at a single patch?
    • 6.6.6.6 When I download a patch, why am I asked for a password?
    • 6.6.6.7 What hardware-related downloads are available from Patches & Updates?
• 6.7 Patch Related Activity
• 6.8 Video Training

7 Community

• 7.1 What is My Oracle Support Community?
• 7.2 Do I Use My Oracle Support Community to receive support from Oracle?
• 7.3 Who can participate in the My Oracle Support Community?
• 7.4 How do I access My Oracle Support Community?
• 7.5 What software does My Oracle Support Community run on?
• 7.6 What is proper Community etiquette? Where can I find the Rules of Conduct and other guidelines?
• 7.7 What about Terms of Use?
• 7.8 How is My Oracle Support Community content organized?
• 7.9 How do I rate content in My Oracle Support Community?
• 7.10 Which languages are supported?
• 7.11 Can I change my My Oracle Support Community profile information such as my name or e-mail address?
• 7.12 How do I start a discussion or post a question?
• 7.13 How do I share content with a community?
• 7.14 How do I find information that I need or posted?
• 7.15 Can I follow content, people, or places?
• 7.16 How do I shout to people, places, and things?
• 7.17 How do I create a link to a Knowledge article or bug on My Oracle Support?
• 7.18 What are Advisor Webcasts?
• 7.19 What browsers are officially supported?
• 7.20 I do not see any community related to my areas of interest. How can I get that added?
• 7.21 What is the User Reputation Model and Rewards & Recognition Program?
• 7.22 How can I change my username and setup my profile and preferences?
• 7.23 Can I attach or upload images into a discussion thread to illustrate an issue that I'm having?
• 7.24 What do the different colors represent in a reply to a question thread?
• 7.25 What is featured content?
• 7.26 What should I do if I am experiencing a technical issue?
• 7.27 Video Training

8 Collector

• 8.1 Why should I use the configuration manager collector?
• 8.2 Is the configuration manager collector required for support?
• 8.3 I downloaded the configuration manager collector for one platform but the file is for a different platform. Why?
• 8.4 Why don't I see my new collections yet?
• 8.5 How do I uninstall the configuration manager collector?
• 8.6 Is OCM required if I am using Oracle Harvester?

9 Certifications

• 9.1 Certifications
  • 9.1.1 What are certifications?
  • 9.1.2 What is the difference between certified and supported?
  • 9.1.3 What is the Product Delivery link?
  • 9.1.4 What is the Lifetime Support Policy link?
  • 9.1.5 Where can I learn more about certifications?
• 9.2 Searching for Certifications
  • 9.2.1 How do I find a certification?
  • 9.2.2 How can I check whether a product is certified for use with another product?
  • 9.2.3 How do I compare certifications?
  • 9.2.4 What are the different certification statuses?
  • 9.2.5 How do I save a certification search?
  • 9.2.6 How do I print or export a certification search?
  • 9.2.7 How do I share a link to a certification search?
  • 9.2.8 How can I find previously found certifications again?
• 9.3 Understanding Certification Information
  • 9.3.1 What does it mean to have an operating system certification for Oracle E-Business Suite?
  • 9.3.2 What information is in the Notes section?
  • 9.3.3 What are required patches?
  • 9.3.4 What is the Downloads section?
    • 9.3.4.1 How do I download software?
    • 9.3.4.2 What is the WGET Option?
    • 9.3.4.3 Why do you recommend using a download manager?
    • 9.3.4.4 When I download a patch, why am I asked for a password?
  • 9.3.5 What are the different types of support?
  • 9.3.6 What are exceptions?
  • 9.3.7 If a product is certified for plus releases, how do I know what releases the certification includes?
  • 9.3.8 What is 32/64-bit compatibility?
• 9.4 Video Training

10 Managed Cloud Services

• 10.1 Managed Cloud Services
  • 10.1.1 What is the Managed Cloud tab?
  • 10.1.2 Who can see the Managed Cloud tab?
  • 10.1.3 Should I use PowerView with the Managed Cloud tab?
• 10.2 Managed Cloud Home
  • 10.2.1 What is the Managed Cloud Home page?
  • 10.2.2 What is the Announcements region?
  • 10.2.3 What is the Pending Requests region?
  • 10.2.4 What is the Planned Changes region?
    • 10.2.4.1 How do I search for an RFC?
    • 10.2.4.2 How do I create an RFC?
    • 10.2.4.3 How do I view my RFCs?
    • 10.2.4.4 How do I update an RFC?
    • 10.2.4.5 How do I close an RFC?
    • 10.2.4.6 How do I cancel an RFC?
  • 10.2.5 What is the Service Requests region?
    • 10.2.5.1 How do I search for an SR?
    • 10.2.5.2 How do I create an SR?
    • 10.2.5.3 How do I view SRs?
    • 10.2.5.4 How do I update an SR?
    • 10.2.5.5 How do I close an SR?
• 10.3 Services
• 10.4 Requests
  • 10.4.1 What is the Managed Cloud Services Requests page?
  • 10.4.2 What is the Changes page?
    • 10.4.2.1 What is the Planned Changes region?
    • 10.4.2.2 What is the RFC Profiles region?
  • 10.4.3 What is the Incidents page?
    • 10.4.3.1 What is the Service Requests region?
    • 10.4.3.2 How do I create a Managed Cloud Services SR?
    • 10.4.3.3 What is the Contact Us Service Requests region?
    • 10.4.3.4 What is the Auto Generated Service Requests region?
    • 10.4.3.5 What is the Draft SRs region?
• 10.5 Outages
  • 10.5.1 What is the Managed Cloud Services Outages page?
  • 10.5.2 How do I filter the outages displayed?
• 10.6 Access Control
  • 10.6.1 What is the Authorized Approvers page?
  • 10.6.2 What is the Environments page?
• 10.7 Reports
  • 10.7.1 What is the Managed Cloud Reports page?
  • 10.7.2 What are Change Request reports?
  • 10.7.3 What are Availability reports?
  • 10.7.4 What are Assessments reports?
  • 10.7.5 What are Security Scorecard reports?
  • 10.7.6 What is the Exadata report?
• 10.8 Documents
  • 10.8.1 What is the Managed Cloud Documents page?
  • 10.8.2 How do I expand the folder tree?
  • 10.8.3 How do I add a new folder?
  • 10.8.4 How do I upload a file?
  • 10.8.5 How do I view a file?
  • 10.8.6 How do I rename a file or folder?
  • 10.8.7 How do I delete a file or folder?
  • 10.8.8 How do I refresh the page?
• 10.9 Calendar
  • 10.9.1 What is the Managed Cloud Calendar?
  • 10.9.2 How do I change the calendar time zone?
  • 10.9.3 Can I view data for a specific environment?
  • 10.9.4 How do I manually add a calendar entry?
  • 10.9.5 How do I delete or edit a manual entry?
• 10.10 Organization
  • 10.10.1 What is the Organization page?
  • 10.10.2 What is the Contacts region?
  • 10.10.3 What is the Locations region?
  • 10.10.4 What is the Customer Management Team region?
• 10.11 Policies
  • 10.11.1 What is the Policies page?
• 10.12 CEMLI

11 CRM On Demand

• 11.1 What is the CRM On Demand tab?
• 11.2 Who can see the CRM On Demand tab?
• 11.3 How do I search for an SR?
• 11.4 How do I create an SR?
• 11.5 How do I view my SRs?
• 11.6 How do I view SRs created by other users?
• 11.7 How do I update an SR?
• 11.8 How do I close an SR?
• 11.9 How do I reopen a closed SR?

12 Systems

• 12.1 Systems, Targets, and Configurations
  • 12.1.1 Systems Region
  • 12.1.2 Targets Region
  • 12.1.3 Configuration Region
  • 12.1.4 Working With Systems and Targets
    • 12.1.4.1 How do I view system and target configurations?
    • 12.1.4.2 How do I use the configuration to diagnose a problem?
    • 12.1.4.3 How do I find a system or target?
    • 12.1.4.4 How do I remove targets no longer in use?
    • 12.1.4.5 Why does my system not appear in the Systems region?
    • 12.1.4.6 Can a system or target be restricted to some users?
    • 12.1.4.7 What is the Lifecycle property?
    • 12.1.4.8 Who can set the Lifecycle property?
    • 12.1.4.9 How do I set the Lifecycle property for multiple targets and systems?
    • 12.1.4.10 What happens to member targets associated with a particular system if I set the Lifecycle property on that system?
    • 12.1.4.11 What is the difference between a target and a system?
    • 12.1.4.12 How do I determine the value of a configuration item on a specific date?
    • 12.1.4.13 How do I determine whether a value in a configuration changed?
• 12.2 Patch Recommendations
• 12.3 Health Recommendations
  • 12.3.1 About Health Recommendations
    • 12.3.1.1 Why is my Health Recommendations region empty?
    • 12.3.1.2 How can I turn off the recommendations?
    • 12.3.1.3 Why does nothing happen when I select a Health Recommendation?
    • 12.3.1.4 When will health checks clear after I fix the problem?
    • 12.3.1.5 How do I see which targets are impacted by a specific check?
    • 12.3.1.6 How do I see checks for only one type of target, such as the Database?
    • 12.3.1.7 When I do multiple select, sometimes I can't choose Suppress.
    • 12.3.1.8 What does the Certification Check Failed message mean?
    • 12.3.1.9 What are the Severity, Task/Intent, and Lifecycle classifications?
    • 12.3.1.10 What are Health Recommendation discussions?
    • 12.3.1.11 How do I subscribe or unsubscribe to a discussion?
    • 12.3.1.12 What is Sustaining Support?
    • 12.3.1.13 Why should I get Extended Support?
    • 12.3.1.14 What if I want to focus on health recommendations for production systems permanently, and ignore stage, test, and development systems?
    • 12.3.1.15 How do I quickly find a specific health recommendation, or a health recommendation for a specific target?
    • 12.3.1.16 Where can I find details about a specific health recommendation and what do I do next?
  • 12.3.2 About Health Recommendation Suppression
    • 12.3.2.1 How do I use Suppression?
    • 12.3.2.2 How do I turn on Suppression?
    • 12.3.2.3 What is the difference between the Suppressed Targets, Suppressed Health Checks, Suppressed Recommendations, and Suppressed by Lifecycle tabs?
    • 12.3.2.4 Will my suppressions be seen by others on my team?
    • 12.3.2.5 Tips for Using Suppression
• 12.4 Inventory Report
  • 12.4.1 Viewing the Pie Chart
  • 12.4.2 Filter Report Data
  • 12.4.3 Viewing Inventory Reports
  • 12.4.4 Viewing Comparison Trends
  • 12.4.5 Viewing Report Details
  • 12.4.6 Viewing System or Target Information
  • 12.4.7 Creating a Service Request
  • 12.4.8 Starting the Upgrade Planner
  • 12.4.9 Deactivating a Target
  • 12.4.10 Adding or Removing a Favorite
  • 12.4.11 Printing Reports
• 12.5 Assets
  • 12.5.1 Asset Administrator Role
  • 12.5.2 Managing Assets
  • 12.5.3 Generating a Database Appliance CPU Core Configuration
  • 12.5.4 Auto Service Request
  • 12.5.5 How do I add an asset to an SI?
• 12.6 Hardware Identified by Collector

13 Advanced Customer Support Services

14 Proactive Hardware Services

15 Settings

• 15.1 Personalization
  • 15.1.1 How do I change the language that My Oracle Support displays?
  • 15.1.2 What is the preferred contact method?
  • 15.1.3 How do I change the language for service requests?
  • 15.1.4 How do I change the default time zone?
  • 15.1.5 How do I customize accessibility options in My Oracle Support?
  • 15.1.6 How do I make messages appear in pop-up windows?
  • 15.1.7 How do I reset message warnings?
  • 15.1.8 How do I reset page customization selections?
  • 15.1.9 Can I specify the download protocol?
• 15.2 My Account
  • 15.2.1 Support Identifiers
    • 15.2.1.1 How do I find my Support Identifier if I have a hardware serial number?
    • 15.2.1.2 How can I customize the Support Identifiers table?
    • 15.2.1.3 What are the Critical Systems and Milestones columns?
    • 15.2.1.4 Who can set permissions?
    • 15.2.1.5 How do I add an SI to a Profile?
    • 15.2.1.6 How do I find my CUA?
    • 15.2.1.7 How do I view SI license information?
    • 15.2.1.8 Who to contact if your Support Identifier is due to expire or has already expired?
    • 15.2.1.9 How can I become a CUA for an SI?
    • 15.2.1.10 What are service request details by email (user-SI)?
  • 15.2.2 Account Profile
    • 15.2.2.1 How do I edit my account profile information?
    • 15.2.2.2 Who can update my personal information?
    • 15.2.2.3 How do I refresh my profile?
• 15.3 Hot Topics E-mail
  • 15.3.1 What is Hot Topics E-Mail?
  • 15.3.2 What are site alerts?
  • 15.3.3 How do I set up and enable Hot Topics E-mail?
• 15.4 Knowledge Preferences
• 15.5 Service Requests Profiles
  • 15.5.1 Adding a Service Request Profile
  • 15.5.2 Editing a Service Request Profile
  • 15.5.3 Deleting a Service Request Profile
• 15.6 Manage or View Users
  • 15.6.1 How do I view users?
  • 15.6.2 How do I edit privileges for users?
  • 15.6.3 How do I grant user access to an SI?
  • 15.6.4 How do I fix accounts with problems?
• 15.7 Pending User Requests
  • 15.7.1 What is a pending user request?
  • 15.7.2 How do I approve a pending user request?
  • 15.7.3 How do I deny a pending user request?
• 15.8 Support Identifiers
  • 15.8.1 What are Support Identifier Groups?
  • 15.8.2 Support Identifiers - CUAs Enabled for Support Identifier Groups
    • 15.8.2.1 How do I search for an SI that I am administering?
    • 15.8.2.2 What are Default Support Identifiers?
    • 15.8.2.3 Managing Support Identifiers
    • 15.8.2.4 Managing Users
    • 15.8.2.5 Managing Assets
    • 15.8.2.6 Support Identifiers - CUAs Not Enabled for Support Identifier Groups
• 15.9 Audit
• 15.10 Associate Collectors
• 15.11 Deactivated Collections
• 15.12 Custom System Properties
  • 15.12.1 Viewing Custom Attributes
  • 15.12.2 Adding a Custom Attribute
  • 15.12.3 Editing a Custom Attribute
  • 15.12.4 Deleting a Custom Attribute

Glossary

Index