Oracle Applications Users Group:  Global Users.  Global Solutions.

OAUG Support in Focus:  Information and Updates from the OAUG Customer Support Council

June 2010 Edition

In This Issue

Patrick Gresham

OAUG Customer Support Council Chair Patrick Gresham

Message from the Chair

This year’s COLLABORATE 10 conference was very exciting for me. There were Oracle- and member-facilitated sessions and hands-on labs that covered a wide variety of topics representing Oracle’s entire portfolio of offerings. While many came to get the latest on Applications Unlimited, there were just as many seeking next-generation Oracle Fusion Application and Middleware updates. This conference is always an opportunity to meet peers and reacquaint with old friends. It was my chance to meet my colleagues on the OAUG Customer Support Council face to face.

At COLLABORATE, the OAUG Customer Support Council met jointly with the IOUC Global Support Committee and representatives from Oracle. At a round table, we were able to learn first hand about what’s new with Oracle Support and ask leadership questions about tools, processes and protocol. The council also heard from OAUG Japan — proving this council is truly global with one unified voice. With Oracle’s acquisition of Sun, the Oracle community continues to grow. With this growth, the OAUG Customer Support Council maintains its goals to increase membership education, build strategic partnerships with Oracle and represent the global council membership.

 — Patrick Gresham, OAUG Customer Support Council Chair

My Oracle Support Community and the International User Group Community

The My Oracle Support Community and the International User Group Community are about more than just a support forum; they are about establishing an active dialog where customers and partners can engage with each other. The program provides online collaboration where Oracle customers can share industry knowledge with peer customers and take advantage of a vast amount of technical and business expertise. Additionally, Oracle Support Engineers moderate and contribute to the Community, providing assurance that communication is occurring in the “trusted” network inside My Oracle Support.

Users entering the community can access a variety of features and functions designed to provide easy navigation through the portal. Features such as Subscriptions enable viewing only those communities or specific threads and replies that are important. Thread tagging is used to enable keyword searches across the communities, providing quick access to important threads or documents, while Rewards and Recognition puts the spotlight on those users who are providing key contributions.

With more than 150 communities in 22 categories, Oracle continues to launch new communities each month across a variety of products and topics. Categories include:

  • Application Integration Architecture
  • Communications Industry
  • CRM On Demand
  • Enterprise Manager
  • Exadata
  • Hyperion
  • Insurance Services
  • JDEdwards Enterprise One
  • JDEdwards World
  • Legal Services
  • Linux OS and Oracle VM
  • Middleware
  • My Oracle Support
  • Oracle Database
  • Oracle E-Business Suite
  • Oracle Sun Technology
  • Oracle User Groups
  • PeopleSoft
  • Primavera
  • Retail
  • Siebel
  • Utilities Industry

The latest category, Oracle User Groups, provides My Oracle Support Community members the opportunity to experience the depth of available knowledge and understand the value in becoming a part of a user group.

My Oracle Support Community is available to all Premier Support customers. Log in and begin experiencing the power of collaboration.

Oracle Support Service Request Escalation Process Overview

We’ve all been there: You have a Service Request that’s important to you, and it’s not progressing towards resolution as expected. Or, maybe a critical deadline is looming. There are many scenarios that could cause one to seek a higher level of attention from Oracle Global Customer Support on a Service Request. Regardless of the reason, it’s important to know what to do about it.

Oracle Support has a Service Request Escalation Process that is both simple and effective. The recommended best practice for getting attention to your issue is as follows:

  1. Call the Support Hotline. (The number differs from country to country, so check the Oracle Global Customer Support Contacts Directory to find the appropriate number.)
  2. When calling the Support Hotline number, select option number two when prompted. This will put you directly in touch with an engineer whose job is to field general questions and handle escalation requests.
  3. Explain to the engineer that you would like to escalate your Service Request, provide a brief statement why and share your contact information.
  4. An Oracle Support manager will return your call in about 30 minutes. During this conversation, explain in detail what your concerns are and what you’re looking for from this interaction. The manager will explain his or her perspective, inform you of the proposed action plan and provide his or her contact information. If there are further problems, you may follow up with the manager directly or call back into the Support Hotline for further assistance.

For details, please refer to My Oracle Support Article ID #548859.1 or watch the recorded training found under Article ID # 603505.1 titled “How to Escalate a Service Request in My Oracle Support” (3:24 mins).

Test Your IT Practices with the Oracle Customer Success Self-Assessment

The OAUG Customer Support Council invites you to take advantage of the new Oracle Customer Success Self-Assessment. This complimentary online self-assessment is designed to share Oracle Customer Services proven practices across five domains: Strategy, Process, Technology, People and Governance. Take this 10-minute assessment and immediately receive a detailed, personalized benchmark study including industry comparisons, good IT practice suggestions and recommended steps to get more out of your existing Oracle investment. Visit the OAUG Customer Support Council web page for more information.

PeopleSoft 9.1 / 8.50 Information Resources

PeopleSoft Upgrade Documentation Home Page

The PeopleSoft Upgrade Documentation home page contains upgrade documentation, scripts, templates and related files. The home page is specific to upgrade product lines (for example, HRMS 9.1 Upgrade) and is available on My Oracle Support. Once logged in:

  1. In the search field, enter your product line and new release (for example, PeopleSoft HRMS 9.1 Upgrade). The search results return all home pages for HRMS 9.1 Upgrade.
  2. Select your desired path (for example HRMS 8.9 to 9.1 Upgrade). This displays the home page for your upgrade product line and release.

PeopleSoft Upgrade Resources Report Tool

The Upgrade Resources Report Tool is an interactive tool that displays a report with links to all documentation and files you need for your upgrade project. You can find the Upgrade Resources Report on My Oracle Support.

In the search field at the top of the page, enter “PeopleSoft Upgrade Resources Report Tool.” The search results return Upgrade Resources Report Tools for all PeopleSoft product lines. Note: Make sure to enable macros when prompted to do so, otherwise the Excel workbook will not function properly. You may have to adjust your macro security level.

PeopleSoft Information Center

The PeopleSoft Information Center is a consolidated site for Enterprise PeopleSoft product lines. It covers support, training and proactive information for customers as well as time critical information and highlights related to Enterprise PeopleSoft product line support and services. You can find the PeopleSoft Information Center on My Oracle Support. Once logged in:

  1. Select the Knowledge tab then select PeopleSoft Enterprise from the left side pane.
  2. Select Tools and Training from the left side list.
  3. Select PeopleSoft Enterprise, which will display a list of Information Centers for each product line.

PeopleSoft Documentation Home Pages

The PeopleSoft Documentation Home Pages contain links to documentation relevant to your application or PeopleTools release. You can find the documentation home page, for your product line and release, on My Oracle Support. In the search field, enter “Documentation Home Page.” To narrow the results, enter your release number (for example, “9.1 documentation home page”). The search results return Documentation Home Pages for all PeopleSoft product lines. Select the home page for your product line.

PeopleSoft Business Process Maps (PDF and Hosted Interactive)

PeopleSoft Business Process Maps

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