Oracle Applications Users Group:  Global Users.  Global Solutions.

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

December 2010 Edition

In This Issue

Patrick Gresham

OAUG Customer Support Council Chair Patrick Gresham

Message from the Chair

As we wrap up another great year, I must take some time to reflect. The OAUG Customer Support Council continues to build relationships with both council members and the Oracle community, which allows us to bring timely information and important benefits to OAUG members.

Last year, under Pat Dues’ leadership, this council was able to work with Oracle to achieve a waiver for the first year of extended support for Oracle E-Business Suite 11i. This waiver is now in effect and saving Oracle EBS customers collectively millions in support costs around the globe.

Our monthly calls continue to be engaging and provide opportunities for participants to share their concerns and ideas. Throughout the year, we have had an opportunity to pilot new programs and learn about Oracle Support’s direction firsthand from senior leadership. We have all witnessed Oracle Support’s transition to proactive support. They have rolled out many new features, tools and processes that help to facilitate quicker issue resolution. Information about Oracle Support’s initiatives and new programs are summarized on the OAUG Customer Support Council Web page.

This council is participating in research with a member organization that will help organizations plan and budget for major upgrades. This information will be shared with the entire community once the findings are complete. It is organic initiatives such as these that help to drive value to our organization and its members.

Our meetings represent a global audience. With each document and survey we do, we are much more mindful of the need to be able to translate to other languages in addition to English.

I can go on and on with the work of this council … but for now as we embark on the holiday season, it is my wish that it is both merry and safe. Thanks for a great year and wishing each of you a Merry Christmas and Happy New Year!

Support Staff for EBS Deployments Survey

While many metrics exist on performance, there aren’t any directly related to the support staff required for Oracle E-Business Suite (EBS). The Support Staff for EBS Deployments survey aims to begin developing benchmarks. Most survey questions are designed to capture the factors that might influence the number of full-time equivalents (FTEs) needed and a few are for informational purposes.

The OAUG will provide members with a summary of the survey results. We will also use the results to evaluate how we might better partner with Oracle to deliver relevant education, tools and resources. The survey takes approximately 5-10 minutes to complete. Your feedback is invaluable. Please complete the survey today.

My Oracle Support Upgrades to Release 5.2

The upgrade to My Oracle Support Release 5.2 took place on October 29, 2010. Review the enhanced features and find out what you can do to prepare for My Oracle Support Release 5.2 in this helpful overview (PDF file). Click on the “Contact Us” button at the top of the My Oracle Support dashboard page for feedback and assistance from your Oracle support team.

Oracle Customer Support Chat Communication Channel Pilot

Oracle Customer Support is looking to implement and test a Web-based chat tool as a communication channel for non-technical issues between Support Engineers and a selected group of customers. During the Oracle Chat Pilot, customers will be able to request assistance for the following types of issues:

  • MyOracle Support (MOS) - login, registration.
  • CSI related issues.
  • General non-technical questions.
  • SR escalation.
  • Request progress/update on an SR.

The Oracle Chat Pilot will run from Monday 08-Nov-2010 thru Friday 07-Jan-2011. The hours of operations will be from 8:00 a.m. ET to 8:00 p.m. ET, no weekends or holidays. For questions, please contact Kelly Santana ( or Tina Rouleau (

EBS Release 11i and Release 12 Updates

Readiness for EBS Release 11i Extended Support

Many Oracle EBS customers are unaware of the options and requirements for staying on Release 11 past the end of Premier Support and are unprepared for the work effort necessary to reach current, mandatory patch levels. The OAUG recently launched a Readiness for Release 11i Extended Support survey, developed to identify additional information, Webinars and/or next-step guidelines that can assist with preparations for the expiration of the Premier Support window for Oracle EBS Release 11i.

The survey closed on November 30, 2010. The OAUG will provide members with a summary of the survey results and use the results to evaluate how we might better partner with Oracle to deliver relevant education, tools and resources.

In the meantime, two new training videos on the EBS Patch Wizard are now available from Oracle.

The Latest News from Oracle E-Business Suite Development

For additional information about support-related timelines, a summary of support levels, minimum baseline patch requirements, related articles and discussions, visit these blog postings by Steven Chan, Oracle senior director, Technology Adoption Programs Development:

Visit Steven Chan’s blog regularly for updates and recommendations.

Oracle Critical Patch Update and Oracle Java SE and Java for Business Critical Patch Update

An Oracle Critical Patch Update and an Oracle Java SE and Java for Business Critical Patch Update were released on October 12, 2010. Oracle strongly recommends applying the patches for these as soon as possible. Please note that Sun products are included to this Critical Patch Update. The Critical Patch Update Advisories are the starting point for information, including the list of affected products, pointers to obtain the patches, summaries of the security vulnerabilities for each product suite and links to other important documents.

EBS Patching Requirements for Extended Support

If you are planning on staying on the 11.5.10 version and are interested in the patching requirements from Oracle, you’ll want to review the following notes found in My Oracle Support.

  • Minimum Baseline Patch Requirements for Extended Support on Oracle E-Business Suite 11.5.10 [ID 883202.1]
  • Critical E-Business Suite 11i (11.5.10) Extended Support Information on Minimum Baseline Patch Requirements [ID 1116887.1]

For more information about Extended Support, please refer to the Lifetime Support Policy or contact Oracle Global Customer Support.

Oracle Database 11gR2

OAUG members, be sure to review the article, It’s Time to Upgrade to Oracle Database Version 11gR2, in the summer 2010 OAUG Insight magazine for information and recommendations regarding Oracle’s latest database version, 11gR2 (member login required).

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