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LogFire: Customer Introduction to Oracle Support and My Oracle Support (MOS)
September 2017
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Agenda
Changes for LogFire Customers
New Terminology, Product Mapping, Data Migrations
Getting started with My Oracle Support
Learn how to Register on My Oracle Support
Learn how to add your Support Identifier to your account
Learn how to Create a Service Request
Transition Resources and Additional Learning Options
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Changes for LogFire Support Users
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What’s Changing for Customers
September 25, 2017: LogFire customers move to the My Oracle Support Cloud portal for SR ticketing, knowledgebase and Oracle’s Support telephone numbers
• Email as a channel to report new issues or ask new questions will be discontinued
• Service Requests can be opened via My Oracle Support or by calling Oracle Support phone numbers
A Support Identifier (SI) will be needed to access My Oracle Support or Oracle Support by phone
• The Support Identifier was sent to customer contacts via email the week of September 05, 2017
• Email subject: “Welcome to Oracle Support: Action Required for LogFire Customers”
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Your Support Identifier is the key to Oracle support: Tells Oracle who you are
Identifies products you have
Verifies support entitlement because it is tied to your cloud
subscription
• Access to your Support Identifier and your associated
privileges in My Oracle Support are managed by you, the
customer, through a Customer User Administrator (CUA)
• The first person at your company who logs into My Oracle
Support and adds a SI to their account will be asked to
accept the Administrator role for that SI.
Support Identifiers (SI)
NOTE: Customers may authorize their systems integrator, managed services provider, or other service
providers to access My Oracle Support on their behalf. All access to My Oracle Support is governed
by the Terms of Use.
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Product Documentation
Where can I find the LogFire product documentation?
LogFire product documentation is available by accessing the Oracle Help Center
Warehouse Management Cloud
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http://docs.oracle.com/cloud/latest/owmcs_gs-cloud/index.htm
Warehouse Workforce Management Cloud
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New Terminology, Product Mapping, and Data Migration
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Terminology
Oracle Terminology LogFire Terminology Description
My Oracle Support (MOS) LogFire Support Center (Happy Fox)
The customer accessible web support portal
Support Identifier (SI) N/A A unique identifier used to access Support, that correlates to the cloudsubscription
Service Request (SR) Case/Ticket A specific customer reported request for assistance
Knowledge Document N/A Helpful information about common issues, frequently asked questions andproduct information
My Oracle Support Community (MOSC)
N/A MOSC is a trusted network of supported customers, Oracle Support and Oracle employees for: Collaboration, Sharing Experiences Knowledge and News & Announcements
Bug Defect Possible defect in the existing code or functionality not performing as documented
Enhancement Request (ER) N/A An enhancement is a request to add functionality or to change the behavior ofexisting functionality. Enhancements are delivered via scheduled releases.
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LogFire Product Mapping
• SR Creation process will display list of product names related to SIs in your MOS account
• SI relates to a cloud subscription and the covered products
• Select the appropriate product name based on the issue you are reporting
• A product name cross reference list mapping LogFire product names to the product names displayed in MOS isavailable in the LogFire Welcome Center
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LogFire Product Name Oracle Product Name
LogFire Warehouse Management Oracle Warehouse Management Enterprise Edition Cloud Service
LogFire Store Inventory Management Oracle Warehouse Management Enterprise Edition Cloud Service
LogFire Workforce Management Oracle Warehouse Workforce Management Cloud Service
Reporting and Dashboards Oracle Warehouse Management Business Intelligence Cloud Service
Extended Enterprise Oracle Warehouse Management Enterprise Edition Cloud Service
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Data Migration
Migration to MOS
• New LogFire SRs formerly known as
Cases or Tickets will be created in My
Oracle Support Portal as of September
25, 2017
• Open SRs will be migrated to MOS
• Closed SRs since June 1, 2014 will be migrated to MOS
• Note: SRs are assigned a unique SR number in MOS for use in all
interactions with Oracle Support
• LogFire Support Center Documentationand Knowledgebase
• A small number of Knowledge articles will be created in MOS andbe available at cutover date.
• Product documentation will move to the Oracle Help Center
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Registering for My Oracle Support
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Registering for My Oracle Support
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Have you registered?http://support.oracle.com
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Registering for My Oracle Support. Create your Oracle Account.
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Registering for My Oracle Support. Confirmation of Account Creation
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Registering for My Oracle Support. Email Confirmation
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Registering for My Oracle Support. Register your Support Identifier.
Navigate to: http://support.oracle.com to get started.
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Registering for My Oracle Support
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Registering for My Oracle Support
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Registering for My Oracle Support
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Registering for My Oracle SupportWhat if I am the first to connect to the Support Identifier?
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What is a CUA?
Customer User Administrators (CUAs) are responsible for:
• Adding, Removing, Changing User privileges to teammembers
• Maintaining users by Support identifier
The first person who uses the SI to register on MOS will be prompted to accept the
Administrator (CUA) role
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Oracle Support Training Options• Oracle Support Essentials Series: Customer User Administrator (Doc ID 1540337.1)• Oracle Support How-To Training: How-to Training video Series (Doc ID 603505.1)
• Select the “CUA Tasks” tab
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Register your Support Identifier
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Register your Support Identifier
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Register your Support Identifier
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Learn more by reviewing Knowledge Document ID 1278196.1
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My Account: Manage your Account (Cloud UI)
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Customer User Administrator (CUA)
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Customer User Administrator Granting User Access (Cloud UI)
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Requester [email protected] Organization Name
Requester 55555555
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Service Request Flow for Customers and Best Practices with Support
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LogFire Support Assistance Matrix
Request Type Contact
Questions regarding use of or access to My Oracle Support (MOS) Oracle Support via the Oracle Support hotline
Design or implementation services Oracle Consulting or your implementation partner
Technical product issues Oracle Support via MOS
Product defects Oracle Support via MOS
Cloud service system availability Oracle Support via MOS
Product enhancement requests Oracle Support via MOS
Adding additional license subscription services Your account sales representative
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Email as a channel for accessing Support will be discontinued
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Service Request Creation (Cloud UI)
Users who register a SI for a Cloud service will be able to view both
Sign In options.
Navigate to:http://support.oracle.com
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SR Creation – Cloud Support Portal Dashboard
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SRs logged by you
SRs logged by other
users
My Account Settings and
Logout
Create new
Service Request
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Cloud Support Portal Dashboard – SR language
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Change the SR Language
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Creating a Cloud Service Request
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Create Service Request button
Create SR using icon pre-populates Service
Type/Name fields
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Creating a Cloud Service Request
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Easy 3-step process
Select Problem Type
Carefully
Verify contact
information
Set the SeverityAnswer all
mandatory and optional
questions
Proceed to next step
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ResolutionPartnership
Creating a Cloud Service Request – Severity Levels
• Set the severity level appropriately to represent the urgency of your issue
• Severity 3 is the default
Severity Level
Business Impact Technical Impact
1Mission Critical Business Impact
2 Serious Business Impact
3 Minor Business Impact
4 No Business Impact
Service Request Flow: Severity / Contact
Severity Level details and more are described in theHosting and Delivery Policy
for your products
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Creating a Cloud Service Request – Additional Details
Provide additional
details
Upload screenshots, log files, etc.
Proceed to next step
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Submitting a Cloud Service Request
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Contact Us = Non-Product Issues
• Use the Contact Us link to open a non-product SR to give feedback to Support,report login issues, SI questions, privileges,etc.
• Guided Resolution may be available
Contact Us – Non-product Service Request for non product related
issue
Problem Type – Select the area that closely matches your
issue
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Severity Levels and Requesting Manager Attention
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Oracle Severity Definitions
• Oracle will continue to fulfill the terms of current LogFire agreements until expired or terminated
• Prior to expiration of the LogFire contract and once Support is moved to MOS, Oracle will deliverthe higher level of service whether that is the current LogFire terms or Oracle’s standard cloudsupport terms
• For additional detail, review the following support policies:Oracle Cloud Services - Hosting and Delivery Policies
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Severity Level 1 Service Requests
If you do not have the resources to work 24x7, uncheck this option
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Requesting Manager Attention
• Request Management Attention when :
- The SR is not progressing in a manner that will meet your project milestones, implementation or upgrade plans
- You urgently need to communicate important business issues to a manager
- You are dissatisfied with the resolution or response to a Service Request
• Engaging the Manager’s Attention will facilitate the creation of an Action Plan to resolve the issue with your Service Request
• Call Support
- Call your local Oracle Support phone number
• To invoke this process, choose from one of thefollowing options:
– Select “Talk to Manager” and follow the prompts or
– Speak with an analyst regarding your specific, immediate need and any applicable business impact
₋ Need a call back: Request that a manager call you backand provide your contact information
₋ Do not need a call back: Provide detailed information youwould like conveyed to the manager
• More information is available in Document 199389.1 – How to Request Management Attention to a Service Request (SR) with Oracle Support Services
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Transition Resources and Additional Learning Options
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Transition Resources
LogFire Support site• Cloud Support Process Guide• Support Assistance Matrix
LogFire Welcome Center on My Oracle Support• Customer Training slides and Link to Training recording• Customer FAQ• Cloud Support Process Guide• Product Cross Reference• Customer communications• Links to Product Documentation
Reference modules for all functionality covered in this presentation• Working Effectively with Support (WEWS)• How to use My Oracle Support • Customer User Administrator Training
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