Moving from Customer Connection to OracleMetaLink 3

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1 <Insert Picture Here> Moving from Customer Connection to OracleMetaLink 3 Tom Wright Customer Support Manager tom.wright@oracle.com

2 Agenda Changes for Customer Connection Users Getting started with MetaLink 3 Understanding the new User Interface Personalizing the User Interface Creating and Managing Service Requests Understanding new Knowledge Base Bugs, Patches and Product Updates Q & A

3 Changes for Customer Connection Users <Insert Picture Here>

4 What s Changing for Customer Connection Users? All Customers who use Customer Connection will be moving to the new enhanced customer support portal MetaLink 3. All will need a Support Identifier for access. Customers will manage access to their support through a Customer User Administrator (CUA). All users MUST register for an account that will be approved by their CUA.

5 What s Changing for Customer Connection Users? Following the transition, all Service Requests (Cases) will be logged through the new MetaLink 3. To contact Global Customer Support you will need to log a Service Request via MetaLink 3 or use your existing phone support numbers. Customer Connection access will be decommissioned once MetaLink 3 is operational.

6 Who is Impacted by this Change? All PSFT/JDE Customer Connection users will be moving to the new MetaLink 3 portal. Remember, all users need to register for a user account in MetaLink 3 in order to continue accessing the information formerly available via Customer Connection

7 Data Migration and New Terminology Support Identifier Data Migration Severity Definitions Oracle Diagnostic Methodology (ODM) Terminology Mappings

8 Support Identifier Your key to support access. Necessary for support access through the new MetaLink 3 portal. Replaces the Client ID s/sins needed for Customer Connection Used to verify eligibility for Oracle Support Services. Identifies your licensed products, maintenance level, and contract duration.

9 Data Migration All open Cases will be migrated to MetaLink 3 as Service Requests (SRs). All Cases closed within two years will be migrated to MetaLink 3. Knowledge Management Documents (Solutions, etc.) will be migrated to MetaLink 3 Defects (ICE/SAR) will be migrated to MetaLink 3 Updates and Fixes will be accessible via MetaLink 3.

10 Cases to Service Requests Migration Cases will be assigned a new SR number as part of the data migration. Cases created before the data migration have a unique seven digit tracking number (i.e. 476xxxx). During the data migration, these Cases will receive a new SR number with a prefix of 2 (i.e 2-476xxxx). Cases can be searched on either the original or migrated SR number under 'Service Request' tab > 'SR Search' You should use the new SR number for all interactions with Global Customer Support.

11 Service Request Severity Definitions Severity 4 No loss of service or resources No business impact Severity 3 Minor loss of service or resources Minor business impact Severity 2 Serious business impact Severe loss of service or resources w/o acceptable workaround Severity 1 Critical business impact Complete loss of service or resources and work cannot reasonably continue - the work is considered mission critical

12 Service Request Severity

13 Oracle Diagnostic Methodology (ODM) ODM BENEFITS Clearly defined, standard approach to problem solving within Oracle Global Customer Support. Single consistent approach to solving your reported problems Predictable approach to deriving solutions for a problem that can prevent it from occurring again in the future. Structured documentation with standardized set of headings to assist in understandind the diagnostic approach of the previous engineer. Easier problem rediscovery

14 Terminology Mappings NEW UNIFIED TERMINOLOGY OracleMetaLink 3 Support Identifier Service Request (SR) Knowledge Document Alert Bug Enhancement Request Patch CURRENT PSFT/JDE TERMINOLOGY Customer Connection Customer ID, Site Identification Number (SIN) Case Solution Hot Topic, Breaking News Defect, Incident, SAR, ICE, Fix Request, Change Request Change Request, ACR, ICE Fix, Resolution, POC (proof of concept), diagnostic patch, Code Change, Electronic Software Update DESCRIPTION The customer accessible web portal A unique identifier indicating what products and level of service a customer has purchased A specific customer reported request for support Knowledge document A bug is a defect in the existing code or functionality not performing as documented An enhancement is a request to add functionality or a request to change the behavior of existing functionality. Enhancements are delivered via scheduled releases. A code change or set of code changes which are not part of a scheduled release. Patches are usually provided against the latest code set.

15 Getting Started with MetaLink 3 <Insert Picture Here>

16 What is MetaLink 3? Oracle s award winning web support portal now available for our PSFT/JDE customers and partners! Includes the ability to create a personalized home page and view user specific information. View Oracle s large repository of PSFT/JDE technical articles. The place to log, manage, and report on Service Requests. Provides access to all available Support Tools, including the Software Configuration Manager.

17 Benefits of MetaLink 3 FASTER PROBLEM RESOLUTION EXTENDED PREVENTATIVE, AUTOMATED SUPPORT INCREASED PERSONALIZATION Reduce your time to resolution with quick access to the information you need using a new personalized dashboard Facilitate faster resolution with a robust knowledgebase and powerful self-service tools Optimize your system availability with enhanced Service Request (formerly known as Case) management Experience a faster, simplified, and easier way to maintain your Oracle systems Employ simplified configuration management solutions such as Software Configuration Manager (SCM) Proactively prevent problems and accelerate problem resolution with automated HealthChecks and Product Alerts Utilize increased personalization and knowledge integration via the new user interface of MetaLink 3 for powerful information management Personalize your homepage content for easier access to selfservice tools and configuration data Quickly access your Service Request (SR) history with MySRs

18 Registering for MetaLink 3 <Insert Picture Here>

19 MetaLink 3 Registration

20 MetaLink 3 Registration

21 MetaLink 3 Registration

22 MetaLink 3 Registration

23 MetaLink 3 Registration

24 MetaLink 3 Registration

25 MetaLink 3 Registration

26 MetaLink 3 Registration

27 MetaLink 3 User Administration <Insert Picture Here>

28 Customer User Administration (CUA) Customers are responsible for maintaining their Support Identifiers and who has access to support through these Support Identifiers Each Support Identifier must be assigned at least one CUA Multiple CUAs are advised for backup purposes Provides control over your company s support access Enhances security

29 Customer User Administration

30 Customer User Administration

31 Customer User Administration

32 Customer User Administration

33 Customer User Administration

34 Customer User Administration

35 Customer User Administration

36 Customer User Administration

37 Logging into MetaLink 3 <Insert Picture Here>

38 Logging into MetaLink 3

39 Logging into MetaLink 3

40 Logging into MetaLink 3

41 Forgot Your Password?

42 Forgot Your Password?

43 MetaLink 3 Tour <Insert Picture Here>

44 MetaLink 3 Organization

45 MetaLink 3 Organization

46 MetaLink 3 Organization

47 MetaLink 3 Organization

48 MetaLink 3 Organization

49 MetaLink 3 Organization

50 MetaLink 3 Organization

51 MetaLink 3 Organization

52 MetaLink 3 Organization

53 MetaLink 3 Help Options

54 Personalizing the User Interface <Insert Picture Here>

55 Setting Up MetaLink 3 Home

56 Updating Your Personal Profile

57 List Users Option

58 Choosing Overall Settings

59 Setting up Hot Topics

60 Setting up Hot Topics

61 Setting up Service Request Settings

62 Setting up Bug Settings

63 Selecting Knowledge Settings

64 Setting Knowledge Preferences

65 Customized Home Page

66 Logging and Managing Service Requests <Insert Picture Here>

67 Logging a Technical Service Request

68 Logging a Technical Service Request

69 Logging a Technical Service Request

70 Logging a Technical Service Request

71 Logging a Technical Service Request

72 Logging a Technical Service Request

73 Logging a Technical Service Request

74 Logging a Technical Service Request

75 Service Request Search

76 Service Request Search

77 Service Request Search

78 Updating a Service Request

79 Updating a Service Request

80 SR Profiles

81 SR Management Reports

82 Collaborative Support <Insert Picture Here>

83 Oracle Collaborative Support Available from MetaLink 3 for resolving SR s Secure connection with high-grade SSL encryption Collaborate real-time with Support Engineer working your SR Coordinate use with the Support Engineer Chat / Whiteboard / Desktop Sharing

84 Oracle Collaborative Support

85 Oracle Collaborative Support For your security: your Support Identifier is used as the meeting Password or Conference Key Once your name, address & Company are provided, you may join the conference

86 Understanding Knowledge Base <Insert Picture Here>

87 The Knowledge Base

88 The Knowledge Browser

89 The Knowledge Browser

90 Search by Document ID

91 Search by Document ID

92 Search by Keyword

93 Search by Keyword

94 Refining Search Results

95 Advanced Search

96 Advanced Search

97 Recent Documents

98 Recent Searches

99 Subscriptions

100 Product Certifications <Insert Picture Here>

101 Product Certifications Certifications - supported combinations of products, platforms, browsers, technology stacks and components Product Availability - Link to edelivery Lifetime Support - Link to Lifetime Support Policy on Product Roadmap - Product Roadmaps, Retirement Roadmaps, and Release Definitions

102 Product Roadmap

103 Bugs, Patches and Product Updates <Insert Picture Here>

104 Monitoring Bugs When a bug has been filed with development a bug number will be assigned. Your support engineer will supply the bug number to you. Look the bugs up individually by number using the ICE or SAR number OR add the bug to your preferences to monitor on your home page Proactively track bug activity by product

105 Monitoring Bugs

106 Obtaining Patches and Product Updates Patches (Updates and Fixes for PeopleSoft and JD Edwards releases) will be delivered through MetaLink 3. PeopleSoft Updates and Fixes and JD Edwards Update Center will be available from the Patches and Downloads Tab. PeopleSoft Change Assistant and the JD Edwards Change Assistant will also function as usual. Product Updates can be obtained through the edelivery link which is also available from the Patches and Downloads tab or by going directly to the URL

107 Patches and Product Updates

108 PeopleSoft Updates and Fixes

109 JD Edwards Update Center

110 Can t Find a Specific Patch If you are unable to find the patch through the Patches and Updates tab, review the Tips for finding patches available via the Help link If you still are unable to find the patch log a Service Request.

111 MetaLink 3 Configuration Management <Insert Picture Here>

112 Software Configuration Manager (SCM) What is it? MetaLink 3 capability that automates the exchange of configuration information between Oracle and our customer enabling faster resolution and proactive detection of customer issues. MetaLink 3 configuration management utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides: The ability to define projects and organize configurations A view of Configuration details and changes Improved Service Request tracking and submission Proactive problem avoidance with HealthChecks Proactive Product and Security Alerts

113 For More Information. You can find additional information on Software Configuration Manager and the Oracle Configuration Manager collection tool by clicking on Help, Getting started information for new users or Download Collector

114 Additional Resources <Insert Picture Here>

115 Transition Resources PSFT/JDE Support Transition Information: e/jdepsft_customertransition.jsp Transition FAQs: questions: MetaLink 3 Functionality Viewlets: Available from the Support Transition Information link above. Reference modules for all functionality covered in this presentation. Resources currently available in Customer Connection will be moved to MetaLink 3 at migration.

116 Quick Reference Accessing the new MetaLink 3 portal You may register for MetaLink 3 starting Oct 6th and have limited MetaLink 3 functionality Service Request management via MetaLink 3 will not be available to PSFT/JDE customers until after cutover weekend Oracle Technical Support Policies Download PDF for information regarding Support Terms, Support Levels, and Severity Definitions OCS Website Quick Tutorial located in the Quicklinks box on the rights

117 Global Customer Care Global Support Hot Lines: Global Customer Care is a highly available expert resource that resolves customers' business-related inquiries while capturing and sharing feedback to enhance the customer relationship. Responsibilities include but are not limited to: Access and navigation of Oracle Support websites (including MetaLink 3) Placing software orders Assisting with Support Identifier questions Assisting with product or platform issues related to SR logging (when the product you need does not appear in the dropdown list).

118 Customer Support Education Delivery Options: One-on-One Customer meetings and Webcasts Support Webcasts targeting a core Customer audience Regularly scheduled free Advisor Webcasts Regional Support Education Workshops User Groups, SIGs, RUGs, etc. Contact us: EMEA: support-training-emea_ww@oracle.com APAC: support-training_ww@oracle.com North America: support-training_us@oracle.com Latin America: support-training_br@oracle.com

119

120 Thank You!

<Insert Picture Here> Oracle E-Business Suite Organization Working Effectively with Oracle Support

<Insert Picture Here> Oracle E-Business Suite Organization Working Effectively with Oracle Support Oracle E-Business Suite Organization Working Effectively with Oracle Support Harald Braun Director Retail Support Global Customer Support 2 Agenda A Global Organization EBS Global