Oracle Applications Users Group:  Global Users.  Global Solutions.

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

June 2012 Edition

In This Issue

Andy Farber

OAUG Customer Support Council Co-Chair Andy Farber

John Schmitz

OAUG Customer Support Council Co-Chair John Schmitz

Message from the Co-Chairs

As the Northern Hemisphere heads into the summer months, some of us are looking forward to sitting back and relaxing a bit, others are busy planning and implementing their upgrades, while others are grappling with the challenges, and consequences, of not upgrading. For all of us, your OAUG Customer Support Council has been working diligently to represent you and bring your voice to Oracle Support.

For those looking forward to a quiet summer, Oracle’s Proactive Support strives to address issues before they become problems. Proactive support is part of the standard support offered by Oracle and is included with your annual support fee for Premier, Extended or Lifetime Support. The tools (“Advisors”) developed by proactive support can help you with your upgrades, patching, ongoing operations, and even, with the Close Advisor, closing your books. The Close Advisor is notable in that it is directed not only at the DBAs and system administrators but also at the functional users, who are more concerned with the accounting functions and less of the back end of the systems. Read more about the Close Advisor in “Oracle E-Business Suite support goes more proactive,” an article on The EBS Workflow Analyzer tool provides new insights and helps clarify and isolate many of the performance issues surrounding Oracle Workflow.

If you are working on an upgrade to your Oracle database, Fusion Middleware, or any of a variety of application platforms, Oracle Support and your Council are working on your behalf. The Oracle Upgrade Advisor has made it possible for some organizations to upgrade to Release 12 without the need to engage outside consultants. OAUG members may access a copy of “Utilizing Oracle Upgrade Advisor for R12,” an article that appeared in the spring issue of OAUG Insight magazine, for more on a user’s experience with the Oracle Upgrade Advisor for R12.

Oracle Support is upgrading the interface to the My Oracle Support (MOS) pages to eliminate the need for Flash-based browsers. There are now two versions of MOS available, and soon the HTML, non-Flash browser will be the default rather than the option. Get the details in the article in this issue of Support in Focus.

Many users reported features and functions that seemingly disappeared when they upgraded from EBS R11i to R12. The Council collected details about these issues and has been working with Oracle Support and Development to document functionality that has been moved elsewhere and to correct issues that have been confirmed as bugs. Stay tuned; we are planning to publish a summary of this information for OAUG members later this year.

For those facing upgrade challenges, the Council has been working with Oracle to clarify what support will and will not provide when Premier or Extended Support expires. It is imperative that users upgrade from Release 11 to 12 and not wait on a Release 11 to Fusion. Oracle may have originally envisioned Fusion Applications as the universal platform for core financials, but this is no longer the case. Today it seems clear that core financials, be they EBS or PeopleSoft, are here to stay, and the Fusion Applications will remain as extensions to those core financials.

We have been in discussions with Oracle to modify their support policy to base de-support dates on the generally available (GA) date of the replacing release, in light of the fact that EBS R12.2 is not yet available and EBS R12.1.3 goes off Premier Support in May, 2014, less than 2 years from now. In response, Oracle has waived the first year of the Extended Support fee for EBS 12.1 and implemented a process by which additional fee waivers may be requested by customers through the Customer Support Council.

The OAUG Customer Support Council is involved in all of these initiatives, from providing feedback on the design of future tools and testing beta versions before rollout, to coming back to Oracle enumerating the needs of the customer base.

We are your Council. Contact us if you have any concerns or questions regarding Oracle Support. We cannot advocate on your behalf if we don’t know what you need. An email to goes to your co-chairs, Andy Farber and John Schmitz, and to the OAUG office. Between us, we will make sure you get a response.

John Schmitz and Andy Farber
OAUG Customer Support Council Co-Chairs

Oracle Support Takes the Stage in Vegas

By many measures COLLABORATE 12 was a success. With hundreds of sessions and a large vendor presence, the 6,000 plus attendees had a lot of educational opportunities to choose from. For those organizations specifically looking to advance their capability to manage and maintain their existing applications, there were a multitude of options, including upgrade panels, demos on how to incorporate newer features, best practices discussions and sessions provided directly by Oracle Support.

Popular Oracle Support sessions included:

  • PeopleSoft Proactive Support and Best Practices.
  • E-Business Suite Best Practices for Patching and Maintaining Release 12.
  • Oracle E-Business: Take Control of Workflow with Workflow Analyzer! Immediate Analysis and Output of Your EBS Workflow Environment (MOS note ID 1369938.1).
  • Update on Fusion Applications and Best Practices for Support.
  • EBS Period Close Advisor and Diagnostics (MOS note ID 335.1).

Oracle Support was also frequently a topic at the various Special Interest Groups (SIGS) meetings with Oracle representatives providing updates and handouts on the latest news, recommendations, patches and tools. See the individual SIGS for details.

You can now find the corresponding papers and/or conference presentation for many of the COLLABORATE 12 conference sessions in the OAUG Conference Paper Database (member login required). Check them out. The OAUG is out to dispel the misconception that what happens in Vegas is supposed to stay there. Be sure to mark your calendars for COLLABORATE 13, next April 7-11, 2013, in Denver, Colorado, USA.

Urgent Message from Oracle to our Oracle E-Business Suite Users Community

All EBS desktop administrators must disable JRE Auto-Update for their end users immediately.

Why is this required?

If you have Auto-Update enabled, your JRE 1.6 version will be updated to JRE 7. This may happen as early as July 3, 2012. This will definitely happen after Sept. 7, 2012, after the release of 1.6.0_35 (6u35).

Oracle Forms is not compatible with JRE 7 yet. JRE 7 has not been certified with Oracle E-Business Suite yet. Oracle E-Business Suite functionality based on Forms — e.g. Financials — will stop working if you upgrade to JRE 7.

Related News

Java JRE 1.6.0_33 is certified with Oracle E-Business Suite

A Direct Channel to Oracle E-Business Patching Experts

The E-Business Patching Community now provides you with a single destination to resolve your patch-related issues. This direct channel to Oracle patching experts, indexed patch content and known solutions can help you get resolution faster — in many cases without a Service Request.

The New My Oracle Support HTML User Interface (UI) Replaces Flash UI

Oracle continues to implement numerous enhancements to the My Oracle Support HTML user interface. Customers are encouraged to start using the new HTML UI instead of the existing Flash-based UI where possible, so that they are ready when the Flash-based UI is retired. (More…)

My Oracle Support will begin the decommission of the Flash-based support site in July 2012. See MOS note ID 1385682.1 for more information. Check My Oracle Support or the OAUG website for updates on any potential downtime when the My Oracle Support upgrade begins on the evening of July 13, 2012.

The Business Value of Proactive Support: An IDC Whitepaper

Begin the transformation of your organization by leveraging the resources and tools available to you from Oracle Support. Learn from IDC about the Business Value of Proactive Support Services and hear from two IT professionals about how they used proactive support to help their businesses.

Maintenance Downtime Reduced by 85 Percent through Patch Automation and Process Improvements

Oracle has reduced maintenance downtime by 85% through patch automation and process improvements in its heterogeneous enterprise application deployment including E-Business Suite. Find out how it was done in the Oracle at Oracle white paper.

New Interactive E-Book from Advanced Customer Support

Seamless data availability, optimal application performance and reduced IT risk are critical to business success. Oracle Advanced Customer Support Services delivers tailored, mission critical support services to help you maintain and maximize the performance of all mission critical Oracle systems. Learn more in the new E-Book.

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