ISP/SR MANAGEMENT
SOCIAL
ISS VIEWER / CUSTOMER FILE MANAGEMENT
A Little of This; A Little Bit of That
KNOWLEDGE MANAGEMENT
100
Reopen Reason now appears here.
What is the new, mandatory field on the Reopen Reason Activity Header?
100
Real-time communication between a customer and an engineer.
What is Engineer Initiated Chat?
100
In previous releases engineers were restricted to one or all. This is no longer the case in 14.2.
What is number of files an engineer can download. Previously, engineer could only download one or all. In 14.2, engineer can select/download multiple files?
100
This allows quick access to quarterly Critical Patch Updates (CPU).
What is link labeled "Critical Patch Updates and Security Alerts" that has been added to the Patches & Updates tab in the Patching Quick Links region.
100
This 14.2 feature allows customers to more easily expand their search results beyond the knowledge base.
What are the source selection buttons?
200
Engineer should create one of these when a re-open request comes directly from customer.
What is a Reopen Request Activity?
200
Chat Now will appear in ISP.
What is button the engineer will see in ISP if a customer has set availability to "available"?
200
Engineers no longer need to focus on this when performing a search.
What is the context search in the Browse view is case insensitive?
200
This feature is being adopted by EBS and Database and will happen when a customer updates a critical SR whose owner is unavailable per the schedule (and won’t be available again for at least an hour).
What is Automatic Reassignment?
200
This 14.2 doc viewer feature has the potential to prevent 20,000 healthplan actions per month.
What is the ability to do currency review on KM documents?
300
Closing an SR via the closure wizard now allows you to improve solving documents by adding these two items after linking documents.
What are errors and bugs?
300
Accept, Decline, Ignore allow the customer to do this.
What are the customer options when an engineer initiated chat invitation is sent to the customer?
300
HW Field Engineers (FE) will need to use this to upload files on behalf of their customers
What is the MOS File Service?
300
This kind of information will be readily available to folks outside of support enabling easier information sharing with key stakeholders like Product development and strategy teams.
What is Route Cause Analysis detail?
300
This will be removed from MOS employee portal in 14.4.
What is the advanced search?
400
This feature will provide engineers a quicker way to execute specific tasks that are common to everyday SR workflow.
What are shortcut keys?
400
Customer Conversation is used for this.
What is the new activity type added to accommodate Chat?
400
As a result of this change in 14.2, users should begin using one of following for customer file uploads: My Oracle Support (files less than 2GB) via a web browser / Diagnostic Assistant (Part of the STB bundle and RDA.) / Standard tools (Filezilla, cURL, winSCP) based upload to MOS File Upload Service / Secure File Transfer (SFT) for proactive files.
What are the available options as a result of supportfiles.sun.com retiring?
400
Customer User Administrators (CUA) will now be aware of this.
What is Support Identifier expiration?
400
This selector overrides the Powerview.
What is the Single Product Selector?
500
This will happen when a patch is released in Automated Release Updates system.
What is the new activity will be automatically inserted into relevant SRs that identifies: the bug(s), related platforms, product and version and the patch (with the link) that fixes it?
500
Legal restrictions will result in this.
What is the reason that the entire transcript is not automatically stored with the SR? (the engineer will check off all the posts he/she needs to reference in SR.)?
500
This tab will automatically be closed when a particular task is successful.
What is the file checkout tab that will automatically be closed if the checkout was successful.
500
This will assist customers when this particular portal drops an SR from view if the product is changed from the xxxxx to either the same or related but non-xxxxx.
What is the Cloud Support Portal and the ability to still access SRs and find an explanation (on the SR summary page) as to why the SR may have disappeared?
500
Switch English / Switch Japanese
What is ability for customers to be able to switch languages?
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