My Oracle Support Community (MOS) tips

This is an excerpt from the book Oracle Application Change Management Pack ACMP Handbook by Kumar Viswanathan.

Oracle has provided the My Oracle Support Community (previously known as Metalink) to provide support assistance to customers who use and implement Oracle products. My Oracle Support allows customers to create Service Requests, check for Knowledge Repository within the MOS for pre-defined notes having resolutions to issues, patch information or Updates, bug fixes, procedure to setup different Oracle product solutions or integration solutions as well as many other pre-defined notes. We are supposed to read through relevant notes we required and document the steps we required to implement or suggest solutions to our clients and customers.

Let us now traverse through My Oracle Support (MOS) and learn how do we use it.

Open any Internet browser and type http://support.oracle.com. The home page will be seen as shown in (Figure 2.1) below.

 

Figure 2.1: My Oracle Support Home Page

In case you already have a Login credentials, then login with them directly or create a new user by clicking on the New user? Register Here (Figure 2.2). The following details are to be provided.

 

·         Email Address

·         Password

·         ReType Password

·         Country

·         Name

·         Job Title

·         Work Phone

·         Company Name

·         Address

·         City

·         State Zip Code

 

Then Click on Create Account button and the account will be created.

 

Figure 2.2: New Registration Form

Once the user is created, an email is sent to you as a confirmation that the account is created you can login with the credentials in My Oracle Support (MOS). It is very much important that a Customer Service Identifier (CSI) is attached otherwise you won’t be able to login to the My Oracle Support. The Figure 2.3 shows the page where we can request the access to the CSI. The mail is sent to the administrators of the CSI of your organization who will approve your access to the CSI.

 

Figure 2.3: New Registration Form

 

The following basic tabs are seen when you login to the My Oracle Support (refer Figure 2.4).

 

·         Dashboard – Summary of the MOS Account

·         Knowledge – Knowledge Repository which allows search

·         Service Requests – Service Requests raised with the CSI.

·         Patches & Updates – Patches and Updates Repository

·         Community – Oracle Community

·         Certifications – Certification information or matrix for the Oracle Products

·         Systems – Shows information of those databases or applications that are registered for support and whose configurations are loaded through Oracle Configuration Manager.

·         Collector – Oracle Configuration Manager which analyzes, collects and gathers configuration related information and uploads in MOS.

 

The view within the MOS can be customized as desired by turning On the Power View option.

 

Figure 2.4: MOS Detail Page after login

My Oracle Support Search

 

There are two ways of search documentation and pre-defined notes in My Oracle Support.

 

The first search is for the documentation related to Oracle Product (refer Figure 2.5)

 

Click on Knowledge tab à Search & Browse à Select a Product or Product line

à Type the Oracle Product from the drill down list and a phrase to search in Enter Search terms and click on the Search button. All relevant notes will be displayed.      

Figure 2.5: Knowledge Home

The second way to search for the documentation is to type the phrase in the right hand corner of the MOS page and click on Search button. All the notes will be displayed.

 

Figure 2.6: Main Page Search Area

To summarize, MOS documentation and notes are very detailed and it provides approaches to how we go ahead with the implementation of solution, integrate different Oracle products, patch information and downloads, certification information, raise Service Requests etc. This section was covered for so that readers know how to effectively use My Oracle Support (MOS) and ripe benefits from it.

 

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