1 Overview

This chapter introduces the main concepts in Oracle Advanced Support Platform.

It includes the following topics:

Note:

The Advanced Monitoring tab in Oracle Advanced Support Platform provides all the advanced monitoring capabilities of earlier Oracle® Mission Critical Support (MCSP) releases. Account management is now administered on the Accounts tab.

What's New in Oracle Advanced Support Platform Release 3.5

Oracle Advanced Support Platform Release 3.5 provides the following new features:

Framework

This release migrates Oracle Advanced Support Platform into the new Advanced Customer Services Cloud portal, retaining the same look and feel and providing a responsive design that supports iPad. It also provides a new My Services page.

framework

Customer Account Management

In this release, Customer Account Management (CAM) provides the following new features:

cam

  • Centralizes the user management modules that were available in the Customer and Address Book pages in a new User Management page. This allows the customer user administrator to manage users on a single page.

  • Provides the ability to change your Customer Contact type users to normal Customer User.

  • Ensures that a new customer user can belong to only one customer.

  • Ensures that when creating a notification-only customer user, that user's default status is set to Enabled.

  • Enhances the performance and stability of the Account module.

Advanced Monitoring

In this release, Advanced Monitoring provides the following new features:

  • Enables the dashboard of monitoring-type services. Depending on your services, you the following widgets on the My Services page:

    • Advanced Monitoring & Resolution (AM&R)

    • Platinum

    • PlatinumPlus

    • Business Critical Services (BCS)

  • Enhances the reporting chart with the following:

    • Threshold line function

    • Ability to make Y-Axis range auto-adapt

    • Ability to configure chart parameters - for example, short tick label of X-Axis, customize group fields for category plot, adjust line width, and so on.

Cloud Service

In this release, Cloud Service provides the following new features:

  • Provides a new Cloud Configuration tab, providing the ability to view Oracle Enterprise Manager (OEM) targets summary.

  • Provides a new Document module, where you can download documents related to Cloud Services.

  • Displays all cloud engages on the My Services/My Dashboard page.

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform

About Oracle Advanced Support Platform Users

About Certified and Supported Browsers

Logging in to Oracle Advanced Support Platform

About the Oracle Advanced Support Platform User Interface

About Oracle Advanced Support Platform

Oracle Advanced Support Platform forms the interface between you and Oracle, enabling you to access information through Web browsers and combine information from different sources into a single entry point. Oracle Advanced Support Platform is secure, easy-to-use, and provides access to ITIL-based service application tools and best-practice workflows, enabling users to monitor and manage their infrastructure elements and drive competitive advantage to their core businesses.

Oracle Advanced Support Platform is a fully integrated, ITIL-based operations management framework, including tools, processes, and technology, which is hosted by Oracle and delivered through the Web as a Software-as-a-Service (SaaS).

Oracle Advanced Support Platform capabilities include:

  • Easy navigation and reporting functionality

  • A customer-generated on-demand reporting engine

  • Heterogeneous event monitoring and rules engine for faster problem detection and resolution

  • Enhanced security features

  • A Configuration Management System (CMS) to support physical and logical devices

Oracle Advanced Support Platform benefits include:

  • Efficiencies in service delivery through automated features such as customer setup and management.

  • Secure service delivery with full data segregation and access control.

  • Improved quality of service through proven ITIL-based processes embedded into the tool workflow.

  • Greater flexibility with a customizable and scalable Web-based platform for access anywhere at any time.

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform Users

About Certified and Supported Browsers

Logging in to Oracle Advanced Support Platform

About the Oracle Advanced Support Platform User Interface

About Oracle Advanced Support Platform Users

Oracle Advanced Support Platform supports the following users:

  • A customer user is an individual in the customer organization who has been added to Oracle Advanced Support Platform.

  • A customer user administrator (CUA) is an optional additional assignment to a customer user, giving the ability to grant privileges to other Oracle Advanced Support Platform users in their customer organization.

  • A service provider user is an Oracle user. Service provider users who have been granted access to a customer or any of the customer resources, such as groups, contracts, or contract line items, can view or manage those resources according to the level of access. For example, service provider users who have been granted access to at least one contract line item for the customer organization can view or manage that contract line item. Service providers can invite one or more customer users to become the CUA for the customer organization.

Note:

The terms service provider and provider user are also used to denote a service provider user.

About Customer Users

As a customer user, you have basic access privileges to Oracle Advanced Support Platform. Once your details have been added to the Oracle Advanced Support Platform Address Book as a customer user for your organization, you will receive e-mail notification. The account is activated when you log in to Oracle Advanced Support Platform.

As a customer user, you can use Oracle Advanced Support Platform to perform the following tasks:

  • View organizations to which you belong

  • View your group membership

  • View the Address Book for your organization

  • View and update your Oracle Advanced Support Platform profile information

About Customer User Administrators

A customer user administrator (CUA) is an optional additional privilege that can be granted to you. As an Oracle customer, your organization can have one or more CUAs. If you are a CUA for your organization, you can add individuals to your Oracle Advanced Support Platform customer address book, thereby creating users accounts for those individuals. You can grant access privileges to your users through a combination of groups, roles, and policies.

In summary, as a CUA, you can use Oracle Advanced Support Platform to:

  • View organizations to which you belong

  • Manage users and contacts in the Address Book for your customer organization

  • Manage groups of users

  • View and update your Oracle Advanced Support Platform profile information

About Service Provider Users

A service provider user is an Oracle employee who can access Oracle Advanced Support Platform. Service provider users can be granted access to view and manage customer organizations. When requested, service provider users can perform the following tasks on behalf of your organization.

  • Manage contracts for your organization

  • Invite members of your organization to become customer user administrators (CUAs).

  • Add, update, or delete your organization

  • Manage roles and view privileges

  • View users and contacts for your organization

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform

About Certified and Supported Browsers

Logging in to Oracle Advanced Support Platform

About the Oracle Advanced Support Platform User Interface

About Certified and Supported Browsers

This section describes the Web browsers that you can use to access Oracle Advanced Support Platform, including:

  • Certified Web browsers, which are fully tested and supported by Oracle.

  • Supported Web browsers, which are supported by Oracle.

The following Web browsers can be used with Oracle Advanced Support Platform:

Web Browser Versions Support Type
Mozilla Firefox 3.6 & later, 4.0 Certified
Microsoft Internet ExplorerFoot 1  8 & 9 Certified
Apple Safari 3.5 & later Supported
Google Chrome 13.0 & later Certified

Footnote 1 MS Internet Explorer cannot be run in compatibility mode

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform

About Oracle Advanced Support Platform Users

Logging in to Oracle Advanced Support Platform

About the Oracle Advanced Support Platform User Interface

Logging in to Oracle Advanced Support Platform

Once you have received e-mail notification that your user account has been enabled, log in to the Oracle Advanced Support Platform home page.

Note:

If you cannot log in to Oracle Advanced Support Platform or have not received e-mail notification, contact your ITSM.

To log in to Oracle Advanced Support Platform:

  1. Open the following Web page:

    https://amr.oracle.com

    The Oracle Advanced Support Platform login page appears, displaying your user profile.

  2. Modify the following fields as required:

    Area Field Description
    Username Title One of the following values:

    • Miss

    • Mr

    • Mrs

    • Ms
    User Type One of the following values:

    • Provider - for service provider users

    • Customer - for customer users and customer user administrators
    First NameFoot 1  Your first name
    Last NameFootref 1 Your last name
    Home Page URL for your home page
    Preferences LanguageFootref 1 Your preferred display language
    Time ZoneFootref 1 Time zone in which you work
    Date FormatFootref 1 Format to be used when displaying dates
    Time FormatFootref 1 Format to be used when displaying time
    Contact Information E-mail AddressFootref 1 Your e-mail address
    Notification Check this check box to receive notifications from Oracle Advanced Support Platform to this e-mail address
    Phone Numbers Phone number corresponding to the e-mail address entered
    Type Type of phone number, having one of the following values:

    • Home

    • Mobile/Cell

    • Office

    Footnote 1 Mandatory field

  3. Add addresses as follows:

    Note:

    You must add an office address.

    1. Click Add.

      The Add New Address window appears.

    2. Enter the following information then click OK:

      Field Description
      Type One of the following values:

      - Billing

      - Home

      - Office

      - Other

      - Shipping
      Address Line 1 First line of the address, in free text
      Address Line 2 Second line of the address, in free text
      Address Line 3 Third line of the address, in free text
      Postal Code Post code for the address, if any
      City Name of the city
      State or province Name of the state or province
      Country Select the country from the list

      The Profile page reappears, showing the new address in the Addresses pane.

    The Profile page reappears, showing the new address in the Addresses pane.

  4. Click Save.

    A hyperlinked message appears, confirming that the login has been successful.

  5. Click the hyperlinked success message.

    The Oracle Advanced Support Platform home page appears.

  6. Click Advanced Monitoring.

    The Advanced Monitoring page appears.

    Note:

    If you cannot see the Advanced Monitoring tab when you log in to Oracle Advanced Support Platform, contact your ITSM.

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform

About Oracle Advanced Support Platform Users

About Certified and Supported Browsers

Logging in to Oracle Advanced Support Platform

About the Oracle Advanced Support Platform User Interface

As the Oracle Advanced Support Platform Customer User Administrator (CUA), you manage all Oracle Advanced Support Platform users and contacts for your customer organization(s). Oracle Advanced Support Platform provides the following capabilities:

My Services Tab

The My Services tab provides a dashboard view of all your Oracle services. The dashboard presents news, announcements, and other content that has been published for your Oracle services, displayed in the corresponding widget. You can also check delivery plan information for your Oracle services, including start and end delivery dates, service contacts, and any content uploaded specifically for that service.

Advanced Support Tab

This tab is displayed if:

  • Your user profile is up to date.

  • You have acceess to the OMP or Platinum Services applications.

Configurations Tab

This tab is displayed if:

  • Your organization owns at least one engagement.

  • You have the View Cloud Modules or CMS-ViewInventory privileges.

Documents Tab

This tab is displayed if:

  • Your organization owns at least one engagement.

  • You have the View Cloud Modules privileges.

Accounts Tab

This tab is displayed if:

  • Your organization owns at least one engagement.

  • You have acceess to the CAM application.

The Accounts tab provides account management capabilities for the selected customer. The Contracts page displays a searchable list of the customer's contracts with Oracle. The Address Book page provides the ability to maintain contact information for the customer's Oracle Advanced Support Platform users and groups. Access to Oracle Advanced Support Platform tabs and resources is governed by a framework of policies and assignments, which can be managed on the Policies and Assignments page. Policies and assignments can be applied to individuals and to groups, which can be defined on the Groups page. Finally, the User Profile page defines personal contact information and preferences for the user.

Related Topics

What's New in Oracle Advanced Support Platform Release 3.5

About Oracle Advanced Support Platform

About Oracle Advanced Support Platform Users

About Certified and Supported Browsers

Logging in to Oracle Advanced Support Platform