Metalink3 to My Oracle Support – Change Log

Prachi Sharma — Mon, 17 Aug 2009 02:36:56 +0000

There are a number of significant changes, or enhancements coming as a part of upgrade from Metalink3 to My Oracle Support. Metalink3 has been the lifeline for official Oracle support up till now for users of Siebel CRM, Peoplesoft, JD Edwards and Hyperion.

Some of the Major changes promised by Oracle as a part of this change are:
1) The new My Oracle Support Interface requires a Flash Player
Oracle says the new UI will need Adobe Flash Player version 9.0.115 or later. If you don’t have a flash player installed on your computer, better do it now from the Adobe Flash Player download site.

Our guess is that it could mean that the new interface runs even slower. Users are already complaining about Oracle Metalink3 speed vis-a-vis Siebel Supportweb. We understand that Oracle may be trying to put forth a more modern picture by going in for a more elaborate UI, but, is that really what you asked for?

2) Home Page replaced by Dashboard Page
Dashboards will display high level information of certain type, like Service Requests or Knowledge Articles. Users will be able to drill down to get more detailed information.
Customization of the Dashboard will be possible. This means the users will be able to drag and drop the information they feel is most relevant to them.

3) Login URL is set for a change
https://metalink3.oracle.com will be redirected to https://support.oracle.com. I like this. I hate getting the third grade treatment by the name ‘metalink3′ being a Siebel CRM user. Thanks, Oracle.

4) Multi Language Support
The new Oracle Support UI will be available in 4 languages based on the initial Browser selection – English, Japanese, Korean and Chinese. I am surprised. What about the more popular languages like French, German, Spanish and Portugese?

In any case, I guess English is going to be by far the most popular, going simply by the percentage of English users using the site.

5) Booksmarks replaced by Favourites
Oracle says, the Bookmarks as we know in Metalink3 will now be migrated to Favourites in My Oracle Support. Favourites, they say, allows users to flag additional items such as Bugs, Systems, Targets and Projects.

It is only a hands-on on the new system which will throw up the true pictures, the strengths and the weaknesses though.

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Prachi Sharma — Sat, 15 Aug 2009 12:23:59 +0000

Metalink3 is the Oracle support portal. It is used by licensed users of Siebel, Peoplesoft, JD Edwards and Hyperion for official Oracle support activities.

Yeah, I can hear somebody swooning out there trying to remember the good old days of Siebel Supportweb! Lightning fast query results, very relevant and we remember when we could find solutions to problems on almost everything. Metalink, though has also caught up, I guess everybody is fond of old memories.

In any case, Metalink as we know, is to retire soon. Metalink3 is being replaced by ‘y Oracle Support’ortal by Oracle. In order to help the users get better accustomed to it, there are some online courses being run, so that we the users don’t complain as much as we did in the Supportweb to Metalink transition. Well, Oracle always claimed that the not-so-good user experience was always because of insufficient training of the users on the new system, and not a flaw of the Oracle Metalink at all. Well, we will leave that part of the debate open for our readers here.

The upgradation as Oracle says, is planned for the weekend of August 28-30, 2009. Customer Training on the same is scheduled to start on Monday, August 17, 2009, and is expected to continue up till September 04, 2009. It is a live web based training which is scheduled to run twice daily. There will be a follow-up open question and answer session immediately after each presentation.

To register, Oracle has provided the link, Oracle Metalink3 Training. Let’s go through the training give Oracle a chance and see if the My Oracle Support is really better than Metalink3.

As always, waiting for your invaluable comments!!

[Update] Chris Warticki from Oracle is providing support on this. Chris is twittering @cwarticki. He has also started a twibe to help us guys out. Thanks, Chris!

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Metalink3 to My Oracle Support – Change Log

Metalink3 to My Oracle Support – Train yourself