Oracle Applications Users Group:  Global Users.  Global Solutions.

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

August 2010 Edition

In This Issue

Patrick Gresham

OAUG Customer Support Council Chair Patrick Gresham

Message from the Chair

Many companies are either planning or in the midst of an upgrade. As the de-support date for Premier Support approaches for Oracle E-Business Suite, there are quite a number of companies planning to migrate to Oracle EBS 12. Whether or not your company is planning for EBS R12, Fusion Middleware 11g, JD Edwards Enterprise 9.0, PeopleSoft 9.1 or Siebel 8.1, I would highly encourage you to check out the Oracle Upgrade Advisor.

The OAUG Customer Support Council participated in a live demonstration of the Oracle Upgrade Advisor during our June monthly conference call. The council both provided feedback to Oracle and received training on the new tool. Complete with best practices, knowledge and virtual communities, the Oracle Upgrade Advisor can save both the time and cost of doing major upgrades.

Please take a couple minutes to review the articles in this edition of Support in Focus. Taking time to review the Oracle Upgrade Advisor will prove to be beneficial. Also, a special thanks to Oracle Support Services for their strategic vision to transition support to be proactive.

Introducing Oracle Upgrade Advisors

Over the past year, Oracle Support embarked on a strategic Transformation initiative to define and deploy a future state model for our business. The Lifecycle Upgrade Advisor project encapsulates this vision. The project focuses on increasing the value to customers by providing a service designed to guide you through your upgrade.

On July 1, 2010, Oracle Support deployed the first version of the Lifecycle Upgrade Advisor deliverables, which include the following components: the Upgrade Guided Pathway, Collaborative Support through a Community, Milestone Management, Health Status Monitoring and Reviews, Lifecycle Support, Exception Handling and Customer Adoption. Each product line within Oracle Support has identified two current upgrade paths to launch the initial service, build the content, share with customers, and evaluate success and overall benefit/value. Upgrade Advisors are a significant milestone in Oracle's Support Transformation.

Oracle Support Upgrade Advisors

Oracle Support is delighted to announce the availability of Oracle Upgrade Advisors within MyOracle Support. (My Oracle Support Note ID 250.1)

What is an Upgrade Advisor?

Upgrade advisors are specially crafted, dynamic documents that are intended to guide you through an upgrade lifecycle using step-by-step instructions. These are created by incorporating information from various sources, as well as best practices we have collected over numerous upgrades we have done ourselves.

Each upgrade advisor is specific to a particular upgrade path of a product or suite between specific versions.

Benefits of Using Upgrade Advisors

  • The richness and depth of information available presented in multimedia formats.
  • Organized in a way that provides the maximum advantage; per your lifecycle, what you need when you need it.
  • Supported via Collaborative Support through a focused community, enabling shared experience with peers and Oracle experts.
  • Regularly updated.

Upgrade Advisors

The following upgrade advisors are currently available. Please note that for each advisor there is a specific scope defined. If your environment does not match the listed conditions, please let us know so we can work on expanding our content.

Upgrade Advisor Document
Database Upgrade from 10.2 to 11.2 251.1
Fusion Middleware 11g - Oracle Forms and Reports 252.1
Fusion Middleware 11g - Oracle Portal 262.1
JD Edwards OneWorld Xe to EnterpriseOne 9.0 254.1
JD Edwards EnterpriseOne 8.11 SP1 to EnterpriseOne 9.0 263.1
E-Business Suite Upgrade from to 12.1.2 Tech Stack (253.1)
Financials (256.1)
HRMS HCM (257.1)
PeopleSoft PeopleTools upgrade from PT8.48/PT8.49 to PT8.50 255.1
PeopleSoft FSCM upgrade from 8.9 to 9.1 261.1
PeopleSoft HCM upgrade from 8.9 MP1 to 9.1 260.1
Siebel CRM Upgrade from 7.8.x or 8.0.x to Siebel 8.1.1.x 259.1

Oracle is continuously working on additions to the list above. Visit Oracle Support Upgrade Advisors (My Oracle Support Note ID 250.1) for updates.

If you have any questions regarding the Lifecycle Upgrade Advisors or the upgrade paths, please contact the appropriate Oracle Global Customer Advocate:

Looking for Customer Candidates

Oracle is looking for customers ready to step into a Pilot Lifecycle Support Services program on the Upgrade Advisors. Do you believe your organization would use Upgrade Advisor and get benefit from the Guided Pathways in its current static format? Do you plan to upgrade to any of the Upgrade Paths shown in this Article?

If Yes, then this is the time to contact:

Please send an e-mail confirmation to the above contacts for the product you are planning to upgrade, including the answers to the following:

  • What is the Target Upgrade Pathway you are planning the upgrade for? (See available paths above.)
  • When do you plan to start with the upgrade?
  • What is the estimated duration of the project?
  • Are there implementers involved? (If so, can you share their names?)
  • Would you be willing to use Projects in My Oracle Support if guidance were available?
  • Would you be willing to use Oracle Configuration Manager in My Oracle Support if guidance were available?
  • Would you be willing to provide us with feedback on your experience using a guided pathway?

Mandatory Patching for Oracle’s Extended Support

By John Stouffer, Individual OAUG Associate member and member of the 2010 OAUG Board of Directors

A Business- and Time-Critical issue for all Release 11i Customers

Oracle customers may opt to run existing applications or upgrade to new releases without sacrificing continued access to technical support via a number of support plans: Premier Support, Extended Support and Sustaining Support. Recently, however, there has been some confusion regarding the end of Premier Support and the beginning of additional Extended Support fees, especially related to Oracle E-Business Suite (EBS) users.

Two important considerations for Oracle EBS customers:

Premier Support for Oracle EBS ends November 30, 2010

Customers who stay on Release 11i will move into the Extended Support window starting December 1, 2010, and can stay on Extended Support for three years (2011, 2012, 2013) assuming that the minimum patches as required by Oracle Support (My Oracle Support document, 883202.1) have been applied. The effort to apply the mandatory minimum patch baseline can be significant, so be sure to understand the requirements. There are also additional mandatory baseline patches for HR/Payroll customers. (See My Oracle Support Doc. ID 1150798.1)

Oracle EBS 11.5.10 Extended Support Fees Waived through November 2011

The Extended Support window fee waiver for the first year of Extended Support only for EBS Release was announced by Oracle during the COLLABORATE 09 conference. Fees for the second and third year of Extended Support have not been waived and this may be a critical business driver for your environment to upgrade to Release 12.1+ in the near future.

Additional information about support options and considerations for Oracle EBS Release 11i customers as well as those using the 10gR2 database and Discoverer 10g is available on OAUG Connect.

Update from the Japan OAUG Customer Support Council

The Japan OAUG Customer support Council continues to grow in its influence and its efforts to provide new benefits to its members. Key activities plan for fiscal year 2011 include:

  • Recommending tips for using proactive support.
  • Collecting Support requirements for other product families in addition to Oracle E-Business Suite.
  • Establishing processes for information sharing among JAPAN CSC members and with Oracle.
  • Working even more closely with the US and APAC CSC committees.

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