11/11/24, 10:36 AM Knowledge Article

My Oracle Cloud Support Account 

My Oracle Cloud Sup…

MC1 Type

Table of Content

Welcome to My Oracle Cloud Support

portal documentation. The My Oracle
Cloud Support portal offers an enhanced
support experience for Oracle Cloud
Infrastructure and Oracle Cloud
Applications services. This guide will walk
you through the sign in process and key
features of the portal.

Get Started Service Requests

with My Oracle (SRs)
Cloud Support

Portal Administrative
Experience Functions

Account Accessibility and

Settings and Compatibility
Preferences Features

Knowledge Frequently
Search and Asked Questions
Training
Resources

NOTE: This document may be viewed in

its entirety after you have logged into your
customer account.

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Getting Started

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The "Get Started with My Oracle Cloud

Support" section of this document is
publicly viewable without requiring sign
in. Once signed in, you will have access to
all other sections of the document.

GET STARTED WITH MY

ORACLE CLOUD SUPPORT
Sign In and Authentication:

My Oracle Support sign in page is

designed to intelligently route you to the
portal for your Oracle products and
services using your email.

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To sign in to My Oracle Cloud Support or

My Oracle Support:

1. Go to support.oracle.com
2. Enter your email address and
click Next.
If your email is not
registered with
Oracle Support, and

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you see the

message that your
email is not
recognized, please
scroll to the "New
User Registration"
section below.

If your email is registered with

Oracle Support, you’ll be
directed to sign in to the
applicable support portal for
your products and services.

3. Sign in by choosing one of the

following options that applies
to you:

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Option 1: You are an Oracle Cloud

customer and you know your cloud
account login information:

a. Click Sign in with your

commercial cloud account.

b. Enter your OCI credentials

(Tenancy, domain if applicable,
username and password). If this
is your first time signing in to My
Oracle Cloud Support, you will be
prompted to:

- Associate your cloud

account to My Oracle Cloud
Support by verifying your
email.

- Accept the Terms of Use.

- Complete your personal

profile and click Save. You
are routed to the My Oracle
Cloud Support portal.

Option 2: You are an Oracle Cloud

customer and you do not have cloud
account login information OR you
have a non-commercial cloud
account:

a. Click Sign in with your Oracle

account.

b. Enter your Oracle account

username and password. If this is
your first time signing in to My
Oracle Cloud Support, you will be
prompted to:

- Enter your Subscription Id,

Account or Company name .
You can find your
subscription ID and account
name on the welcome letter
from Oracle. If you need
further assistance, please
contact your administrator.

- Accept the Terms of Use.

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- Complete your personal

profile and click Save. You
are routed to the My Oracle
Cloud Support portal as a
pending user. If approval is
not granted within a
reasonable amount of time,
contact your Admin. Once
you are approved, you will
have access to My Oracle
Cloud Support.

NOTE: The first user logging in using

a Subscription ID and Account name
will be prompted to accept the
Administrator role.

Option 3: You are an Oracle Hardware,

Software or Managed Cloud
customer:

a. Click Support for Oracle

Hardware, Software, and
Managed Cloud.

b. Enter your My Oracle Support

account username and password.
You are routed to the My Oracle
Support portal.

Option 3a: You are an Oracle Cloud

AND Oracle Hardware, Software or
Managed Cloud customer:

a. Choose the sign in button for

the option that applies to the
product or service for which you
need support.

b. Follow the respective steps for

that option above.

Option 4: You need support outside of

My Oracle Cloud Support or My Oracle
Support:

a. Click Others

b. Choose the product for which

you need support from the list of
values.

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NOTE: Returning users will have their

last support login option remembered
(provided cookies are allowed for
support.oracle.com).

Migrated Users from My Oracle

Support:

If you are a My Oracle Support customer

for Oracle Cloud Infrastructure or Oracle
Cloud Applications support, your account
will be migrated to My Oracle Cloud
Support.

Your Customer Support

Identifiers (CSIs) will be
migrated to My Oracle Cloud
Support as User Groups.
e.g., CSI 12345678 in My Oracle
Support = User Group
12345678 in My Oracle Cloud
Support.
Users will be migrated to My
Oracle Cloud Support to their
respective User Groups with
the same role and privileges.
Migrated users can sign in to My Oracle
Cloud Support using the one of the
following options:

Option 1: You are an Oracle Cloud

customer and you know your cloud
account login information.

See Option 1 of "Sign in and

Authentication" above.

Option 2: You are an Oracle Cloud

customer and you do not have cloud
account login information OR you
have a non-commercial cloud
account.

See Option 2 of "Sign in and

Authentication" above.

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Migrated Service Requests:

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We have migrated your open cloud

Service requests and service requests that
are eligible to be reopened, associated
with the migrated CSIs (customer support
identifiers). Your migrated SRs will appear
on the homepage with a new SR number
that starts with a "4-" (example 4-
0001234567). The original SR # that starts
with a "3-", will also be displayed for
reference.

The SRs are tagged with a user group

instead of a CSI. All members who were
able to view the SR will continue to have
ability to see these SRs.

All messages have been migrated.

Contacts, primary and alternate, have
been migrated.

Your files and attachments are still

available in the SR but are only visible to
Oracle Support. If you need to view or
download a file, please add a message to
the migrated SR and an Oracle analyst will
make it available for you.

All SRs that were migrated will be closed

in My Oracle Support. You can continue
working on these Service requests in My
Oracle Cloud Support, but you will not be
able to work them in My Oracle Support.

For closed SRs, including the ones that

were closed as part of migration, you can
continue to access them in My Oracle
Support.

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New User Registration

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To register as a new user for My Oracle

Cloud Support:

1. Go to support.oracle.com.
Enter your email address in the
field on the Sign in screen and
click Next.
2. If your email is recognized,
follow the "Sign In and
Authentication" process above.
If your email is not recognized,
you will be prompted to
register. Follow "a" or "b"
below:
a. To register for
Oracle Cloud
Infrastructure and
Cloud Applications
Support, go to step
3.
b. To register for
Oracle Hardware,
Software and
Managed Cloud
Support, skip step 3
and go directly to
step 4.
3. Select the cloud registration
option below that applies to

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you:
Option 1: If you are an Oracle Cloud
customer and know your cloud
account login information:

a. Click Sign in with your

commercial cloud account.

b. Enter tenancy, then click the

Continue button.

c. Choose an identity domain if

applicable, then click the Next
button.

d. Enter your cloud account user

name and password.

e. Associate your cloud account

to My Oracle Cloud Support by
verifying your email.

f. Accept the Terms of Use.

g. Complete your personal profile

and click the Save button.

You will be directed to the My

Oracle Cloud Support profile page
as an approved user.

Option 2: If you are a Oracle Cloud

customer but don't have cloud
account login information:

a. Click Create an Oracle

Account.

b. In the Create Your Oracle

Account page, provide required
information and click Create
Account.

c. You will receive a verification

email to enable your new
account. Once your email has
been verified, you will be
prompted to log in with your
newly created Oracle account
username and password:

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- Enter subscription ID and

Account or Company name
to complete identity
verification.

- Accept the Terms of Use.

- Complete your personal

profile and click the Save
button.

You will be directed to the My

Oracle Cloud Support profile page
as a pending user. If approval is
not granted within a reasonable
amount of time, contact your
Admin. Once you are approved,
you will have access to My Oracle
Cloud Support.

NOTE: The first user logging in

using a Subscription ID and Account
name will be prompted to accept
the Admin or CUA role.

To register for Oracle Hardware,

Software, and Managed Cloud support:

a. Click Create a My Oracle

Support account located under
Register for Hardware,
Software or Managed Cloud
Support.

b. Click Create Account and

provide all required information.

c. Once all required information

is provided, click Create
Account.

d. You will receive a verification

email to enable your new
account. Once your email has
been verified, click continue and
sign in using your newly created
Oracle account.

e. Connect your Oracle account

by requesting access to a
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Customer Support Identifier

(CSI).

f. Provide contact information

and accept the Terms of Use.

Your registration is now complete,

pending Customer User
Administrator(CUA) approval. If
approval is not granted within a
reasonable amount of time, contact
your CUA. Once you are approved,
you will have access to My Oracle
Support.

Sign In and Registration FAQs:

1. What is a User Group?

Answer: A User Group is a new
type of container the Admin
uses to organize, segment
users and SR privileges within
the My Oracle Cloud Support
Portal. User Groups replaces
Customer Support Identifiers
(CSIs) in My Oracle Cloud
Support. Approved
membership to a User Group
drives ability to create and view
technical SRs.

2. What is a Tenancy? Where can I

find my tenancy name?
Answer: A tenancy is a secure
and isolated partition of Oracle
Cloud Infrastructure to create,
organize, and administer your
cloud resources. This could
include compute instances,
networks, storage, databases,
identity, analytics and more. A
tenancy is equivalent to a
Cloud account. If you forgot

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your cloud account or tenancy

name, you can get help at
cloud.oracle.com or contact
your Cloud administrator.

3. What is a Commercial Cloud

Account?
Answer: A Commercial Cloud
Account means you have
Cloud service running in one of
Oracle's Public Commercial
Cloud locations or in an OC1
region. Go here for a list of
public commercial cloud
regions:
https://www.oracle.com/cloud
/public-cloud-regions/

4. What is an Oracle Account?

Answer: An Oracle Account is
an Oracle Single Sign On
account created in Oracle
Profile here:
https://profile.oracle.com/my
profile/account/create-
account.jspx? You should
already have an Oracle
Account if you have previously
registered for the My Oracle
Support portal.

5. How can I find my Subscription

ID or Account Name if I do not
know it?
Answer: Your Cloud
subscription ID is included in
your Cloud Welcome letter. If
you are not the primary
contact on the Cloud order,
contact your Cloud
Administrator or Oracle Sale

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Representative for the Cloud

subscription ID. The Account
name is your organization or
company name.

6. Is there a mobile application for

My Oracle Cloud Support?
Answer: Users can access the
My Oracle Cloud Support
portal on a mobile device using
support.oracle.com in a mobile
browser. There is not a
separate application for
mobile.

7. What is a Security PIN and why

do I need one?
Answer: To view or edit your
Security PIN, navigate to
Account > Preferences >
Personal Info in My Oracle
Cloud Support. This six-digit
Security PIN will be required if
you call Oracle Support. If you
do not remember your security
pin when calling Oracle
Support, you will have the
option to request a one-time
pin number.

8. What should I do if I am unable

to sign in to My Oracle Cloud
Support?
Answer: If you are unable to
sign in to My Oracle Cloud
Support you have a few
available help options:
Option 1: Get sign in help with
the chatbot available on the
support.oracle.com sign in
page. If needed, request the

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chatbot connect you with an

Oracle Support live analyst.
Option 2: Contact your
Administrator for Cloud
Account information such as
Tenancy name, Subscription ID
and Account Name.
Option 3: Call Oracle Support.

9. How do I reach Oracle Support

via phone?
Answer: Oracle Support
phone numbers for your
region are listed in the Oracle
Support Contacts Global
Directory.

10. How do I access My Oracle

Support?
Answer: To access My Oracle
Support, navigate to
support.oracle.com and enter
your email. Then select the
sign in option of Support for
Hardware, Software, and
Managed Cloud Services.

Details

PORTAL EXPERIENCE
Homepage Navigation

From the My Oracle Cloud Support

homepage, you can access all key areas of
the portal for your support needs.

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My Oracle Cloud Support Logo:

The My Oracle Cloud Support logo in the

top left corner is available throughout the
portal and serves as a clickable button
that returns you to the portal homepage.

Search Bar:
The search bar at the top allows users to
search for Oracle Knowledge,
Documentation, Communities, and
service requests. Additionally, clicking
inside the search bar will reveal the
following options:

News: Displays news articles

that created by Oracle Support
teams. Review relevant news
for your services.
Communities: Opens the
Cloud Customer Connect
community in a new tab, where
you can engage with the
community to share
knowledge and experience
with other users, ask questions
and get answers from experts
and participate in various
discussions.

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Training and Certification:

Opens Oracle university in a
new tab. You can access
university to enroll in training
courses, get certified in various
Oracle technologies, and
tracking your learning
progress.
My Oracle Support Analytics:
Displays the My Oracle
Support Analytics dashboard
for your service requests. You
can utilize the dashboard to
monitor the overall health of
your service requests, and
analyze metrics for your needs.
For additional details on
Support Analytics, click here.
Advanced Customer Services
(ACS): Opens Oracle Advanced
Support Portal in a new tab if
you have purchased Oracle
Customer Success Services.
Support for Oracle Hardware,
Software, and Managed
Cloud services: Opens My
Oracle Support in a new tab.
Service Request lists: See the
Service Requests Lists section
of this document.

Account Menu:
The Account menu in the top right corner
is used to navigate to different areas of
the portal. Click each menu option to
learn more.

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Administration:
Administrators
can manage
users and user
groups.

Notifications:
User can track
pending actions
that need
attention.

Preferences:
Users can
review and
update user
profile
information, set
up Critical
Outage SR
notification
preferences,
and review user
groups.

Give feedback:
Leave feedback
to help us to
improve your
portal
experience.

Sign out

Create Service Request Button:

The Create Service Request button in the
top right corner allows you to create a new
service request to engage Oracle Support.

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Back to Top

News and Alerts

Below the homepage header there is a

row of cards showcasing important news
and alerts from Oracle. Click on any card
to view its complete content.

NOTE: If you are an Admin and have

pending administrative actions, an
Administrative card will be visible in this
section. The administrative card will
remain until all pending administrative
actions are completed. To better
understand how to complete
administrative actions, see the User
Administration section.

Back to Top

Service Requests Lists

The My Oracle Cloud Support homepage

displays your open Cloud SRs in two
different lists:

These Service Requests Need

Your Attention: This list
displays SRs that require action
or follow-up from you (where
you are an SR contact). Please
review the SRs and provide
needed information so Oracle
Support can address your
issue promptly .
Oracle Is Working on These
Service Requests for You:
This list displays SRs that are
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actively being worked on by

Oracle Support (where you are
an SR contact).
Additional Cloud SR lists are available via
clicking within the homepage search bar.
These lists include:

Open service requests (all your

groups)
Service requests closed in last
30 days (all your groups)
Service requests open more
than 30 days (all your groups)
Service requests that need
attention (all your groups)
Service requests that Oracle is
working on (all your groups)
Open service requests (where
you are a contact)
For Cloud SR lists, the following rules
apply:

If you don’t have any open SRs

that meet the list criteria, the
lists will display the message:
There is nothing here so far.
Each list will display up to 10
SRs by default. If the list
contains more than 10 SRs,
click the View all link at the
bottom of the list to view all
SRs.
To export your SR list, use the
Export icon located at the top
right corner of each list. (Any
applied filters will be reflected
in the export file).
To access an SR, click the SR
number and your SR will open
in a new browser tab.
Additionally, if you have any open
Hardware, Software, or Managed Cloud
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SRs in My Oracle Support, then an

additional SR list will show entitled Open
Service Requests for My Oracle Support
portal.

Service Requests will appear in

this list where you are the
primary contact.
The SR list will display up to 25
SRs by default.

Filtering SR lists:

The Service Request (SR) filter feature

allows users to narrow down search
results to find the most relevant SRs by
applying various filters.

1. Locate the Filter Icon. The filter

icon is located in the top right
corner of each SR list. The filter
becomes available when the
list contains more than 10 SRs.

2. Apply Filter Options. Users can

refine their Service Request
results by utilizing the available
filter options. Here are some
tips to help you effectively use
these filters:

Filter by Account: this

filter accepts partial
input. For example,
searching "abc" will
return SRs for "abc
corp" and "abc inc".

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Filter by Contacts: you

can search service
requests by either
using Contact or
Primary Contact. You
have the option to
toggle between them.
Contact
means you
are one of
the
contacts of
the SR.
Primary
contact
means you
are the
primary
contact of
the SR.

Filter by Service:
select or type ahead to
find the service
requests for specific
services. For example,
if you want to see how
many open SRs related
to database services,
you can type ahead
and filter results for all
database related
services.

Filter by Date Range:

Created Date or Last
updated. You can
apply the date filter for
any twelve-month

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period to find SRs

created or updated,
within the specified
range.
Best
practice:
enter the
From date
first, ex:
01/01/2022,
then click
tab key,
system will
auto launch
the date
picker for
the To date.

Closed Date: This filter

option is available
from the SR list
"Service requests
closed in the last 30
days (all your groups).
You can locate this
search from Home
page → Search bar.

Clear Filters: Click

Clear All to reset. You
need to specify at least
one filter to enable the
Apply. Back to Top

Notifications

We want to keep users informed on the

support tickets. There are three types of
notifications you'll receive from My Oracle
Cloud Support: In-System Notifications,
Email, and SMS (text message).

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In-System Notifications:

1. To view in-system
notifications, click the Account
menu.
2. Select Notifications.
In-System notifications include:

Service Requests (SR) require

your attention: Oracle
Support updated the SR and
SR status at either Customer
working or Solution offered.
Oracle Support chat request:
Oracle Support has initiated a
chat from an open Critical
Outage (severity 1) SR.
User Group approval:
Pending user group request
has been approved by an
administrator.
Administrative action: For
administrators, new user group
request has been submitted for
a user group where you are an
administrator.
To manage application notifications, click
on each notification to review and take the
necessary actions. You can also dismiss
individual notifications by clicking
Dismiss, or clear all notifications using the
Dismiss All option at the top of the
dashboard.

Email Notifications:

My Oracle Cloud Support sends emails

directly to your email inbox for various
activities. Here are the most common
emails:

Service request is created.

Service request is updated.
Service request is closed.

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New members requested

access to the user groups.
User group access is approved
or denied.
New user group is created.
User group is updated.

SMS (Text) Notifications:

Users can opt-in to receive SMS and / or

Emails for the following notifications:

Notify me when any Critical

Outage service request is
created in my user groups.
Notify me when my Critical
Outage service request needs
attention.
Notify me when any Critical
Outage service request is
updated in my user groups.
Enabling SMS/Email notifications
allows you to receive important and
urgent updates for your open Critical
Outage (severity 1) SRs.

To configure and update your notification

settings, visit the Preferences page.

Back to Top

Oracle Guided Learning (OGL) Help

Center

Oracle Guided Learning is the Help Center

where you can find complete
documentation for My Oracle Cloud
Support portal.

Opening the Help Center:

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To open the Help Center, click the "i" icon

of the OGL widget located in the center-
right of the page.

Moving and Repositioning the Widget:

Click and hold the bottom half of the

widget, drag it to your desired location on
the screen.

Searching for Documentation:

To search for a document or a specific

topic, type your query in the search box
within the OGL widget, For example, you
can search for topics like "creating a
service request" or "updating profile
information." OGL search will retrieve the
answer from all OGL pages.

Page-Specific Content:

OGL provides page-specific content to

help you understand and navigate
different sections of the My Oracle Cloud
Support portal. Look for help files under
the "About This Page" section, which
provides context-specific guidance and
instructions.

Accessibility Features:

OGL is designed with accessibility features

to support assistive technologies, such as
screen readers, as well as keyboard
navigation. Refer to the following for more
accessibility information along with a
complete OGL learning guide.

Back to Top

Chatbot

The My Oracle Cloud Support chatbot is

designed to provide quick and efficient
assistance to answer your questions
related to portal usage and other non-
technical inquiries.

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Locating the Chatbot:

The chatbot widget is located in the
bottom right corner of the portal pages.

To Start a Conversation:

1. Select a Menu Option or type

your question. When you first
open the chatbot, you will be
presented with a greeting
message and a menu of
options.
2. Click on the option that best
matches your query. For
example, select Create Service
Request. Alternatively, you can
type your question or issue
into the chat input field and
press Enter. For example, you
can ask, "How do I update my
service request contact?" or
"How to update my phone
number?"
Responses:

The chatbot will provide you with an

answer or guide you through the
necessary steps to resolve your issue. If
the chatbot cannot directly answer your
question, it may provide links to relevant
resources or articles within the My Oracle
Cloud Support portal.

Connect with a Live Analyst:

If the chatbot cannot address your issue,

you can request to connect with a live
analyst. Type "I need to speak to an
analyst" or "live analyst". The chatbot will
then provide options to contact a live
support analyst.

Providing Feedback:
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At the end of your interaction, the chatbot

may ask for feedback on your experience.
Providing feedback helps improve the
chatbot's effectiveness.

Troubleshooting Chatbot Issues:

If the chatbot is unresponsive, try

refreshing the portal page, or end the
conversation and relaunch the chatbot
widget.

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Export Data

Within My Oracle Cloud Support, there are

3 types data can be exported:

Service Request (SR) data

User Group data
Administration data
To export Service Request data:

Click the Export icon located at the

upper-right of the SR list you wish to
export. Your SR list will be exported with
any applied filters as a .csv file.

To export User Group data:

1. From the Homepage, click on

Account and select
Preferences.
2. Click the User Groups tab.
Here you will see your User
Group data. The table defaults
to showing only the active User
Groups.
3. Click the Show Inactive button
to reveal both active and
inactive User Groups.

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4. Click a User Group to see its

details. To view a list of the
members for the selected User
Group click the Users tab.
5. Click the Export icon to
download the data to a .csv file.
To export Administration data (only
available if you have the Admin role):

1. From the Homepage, click on

Account and select
Administration.
2. Select either the
Memberships, User Groups,
SaaS Environment (If
available) or History tab to
export its respective data.
Memberships: The
Memberships list
defaults to showing
all users associated
to all user groups. If
needed apply a
filter before
exporting.
User Groups: The
User Groups list
defaults to showing
your User Groups.
Click a User Group
name to see its
details. To view a
list of the members
for a selected User
Group click the
Users tab.
SaaS Environment:
Based on your
tenancy, there may
be an additional
SaaS Environment

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tab. Click a Tenancy

to see its details.
This option is only
available to Default
User Group Admins
who have restricted
SaaS environments
to User Groups
under a Tenancy.
History: Adjust the
filters to specify a
date range, and this
will generate the
history data of all
users associated
with your user
groups within the
chosen time frame.
A maximum of one-
month's history can
be displayed and
exported.
3. Click the Export icon to
download the data in a .csv file.
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My Oracle Support Analytics

The My Oracle Support Analytics

Dashboard provides a comprehensive
view of your support activities, enabling
you to track and analyze your interactions
with the support team. This chapter will
help you understand how to navigate and
utilize the dashboard effectively.

Accessing the My Oracle Support

Analytics dashboard:

1. From the My Oracle Cloud

Support homepage, click into
the search bar.

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2. Select the My Oracle Support

Analytics option.
Key reports of the Analytics Dashboard:

The My Oracle Support Analytics

dashboard displays various charts and
graphs to help you understand your
support activities. Here are the key reports
available:

Escalated SRs: View the

number of Service Requests
(SRs) that have been escalated.
Open Service Request
Summary: Get a summary of
all open SRs, based on their
Issue Types.
Service Requests Waiting on
Customer: Identify SRs that
are pending a response or
action from the customer,
listed by Issue Types.
Service Requests Waiting on
Oracle: See how many SRs are
awaiting action or response
from Oracle Support.
Service Requests by Channel:
Analyze SRs based on the
channel through which they
were submitted (created from
SR, by phone, by Oracle
analysts, by customer).
Service Requests by
Environment: Categorize SRs
based on the environment in
which the issue occurred (e.g.,
production, test).
Top 10 User Groups by
Service Requests: Identify the
user groups that have
submitted the most SRs.

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Incoming Service Requests

by Month: Track the number
of Service Requests submitted
each month to identify trends
over time.
Open Service Requests by
Age Buckets: View open SRs
categorized by their age,
helping you prioritize older
requests.
Median Days to Resolve:
Analyze the median time
taken to resolve SRs.
Open Service Requests by
Issue Type: Categorize open
SRs based on the type of issue
reported.
Open Bugged Service
Requests by Issue Type:
Provide your additional
information on open SRs that
have been identified as bugs,
categorized by issue type.

Adjusting the Date Range:

By default, these reports are based on the

last 180 days. At the top of the dashboard,
you can adjust the date range. This allows

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you to tailor the data displayed to match

your analysis needs.

NOTE: The date range is based on SR

submitted date.

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Patches & Updates

Patches and updates are not available

from the My Oracle Cloud Support portal.
If needed, Oracle Support may suggest a
one-off patch. If a patch one-off patch is
suggested by Oracle Support, follow these
steps to access and download:

1. Determine if you have an on-

premises support license or
not:
If you DO have an
on-premises
license, go to step
two.
If you DO NOT have
an on-premises
license, you are an
ExaCC or ExaCS
customer, go to
step three.
If you are a Cloud
customer with an
on-premises
license, go to step
two.
If you are none of
the above, go to
step four.
2. Cloud customers with an on-
premises support license
download patches from My
Oracle Support:

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a. Login to the My
Oracle Cloud
Support portal.
From the
homepage search
bar, select Support
for Oracle
Hardware, Software,
and Managed Cloud
services:
b. Log into My Oracle
Support as an
Oracle Hardware, or
Software support
customer.
c. From the My Oracle
Support dashboard,
click on the Patches
& Updates tab.
d. Perform a patch
search to download
required patch.
3. ExaCC or ExaCS Cloud
customer downloads one-off
patches from the OCI console
and API:
a. Reference OCI
documentation for
Interim Software
Updates:
https://docs.oracle.
com/en-
us/iaas/exadata/do
c/manual-
software-
updates.html
b. If ExaCC or ExaCS
Cloud customer
cannot download
required patch from
the OCI console,

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update the Service

Request to
communicate with
support analyst that
you are not able to
download.
NOTE: Your Service
Request update will
alert a support
analyst. Where
needed, the support
analyst will provide
you with a URL to
download the
needed patch.
4. Download and Install Patch:
a. After being
contacted by the
support analyst,
download the
needed patch using
the PAR URL given
to you by the
analyst.
b. Install the patch
and test it.
c. If the applied patch
is successful,
request closure of
the SR. See the
Close SR process if
needed.
NOTE: If
unsuccessful,
update the SR with
the details for
support analyst to
review.
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Provide Feedback

Your feedback is important to Oracle and

we have provided various avenues you
can share your thoughts with Oracle
Support:

My Oracle Cloud Support portal feedback:

1. From the homepage, click the

Account menu located at the
far upper-right corner of the
screen and select the Give
Feedback option. A feedback
form will open in a new tab,
listing various features and
options for you to provide
input.
2. Select a feature and input your
feedback.
3. Click the Submit button.
Administration Feedback:

1. If you are an administrator, first

navigate to the administration
page (Account ->
Administration).
2. From the Administration page,
click the Account menu
located at the far upper-right
corner of the screen and select
the Give Feedback option. A
feedback form will open in a
new tab, listing various
administration features and
options for you to provide
input.
3. Select an administrative
feature and input your
feedback.
4. Click the Submit button.
Chatbot Feedback:

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1. After sign-in to My Oracle

Cloud Support, the chatbot
icon is available in the lower-
right corner of the screen for
most pages. Click it to start a
conversation.
2. At the end of your
conversation, click the option
to leave feedback.
3. When prompted, click the
option to rate my
performance. After you select
a rating, a feedback form will
open in a new tab, listing
various features and options
for you to provide input.
4. Answer the questions and
input any additional feedback.
5. Click the Submit button.
Service Request (SR) feedback:

1. After creating a new SR, click

the Give Feedback link
displayed in the SR created
confirmation banner. A
feedback form will open in a
new tab.
2. Answer the questions and
input any additional feedback.
3. Click the Submit button.
Additionally, after an SR is closed, If the
SR meets our survey eligibility criteria, a
SR survey email will be sent to the SR
primary contact. Within the SR survey
email, you will be prompted rate your level
of satisfaction with the SR and provide
any additional feedback.

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Re-authentication and Timeout

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To maintain security, My Oracle Cloud

support requires user to re-authenticate
60 minutes after signing in. A re-
authentication banner message will
appear 10 minutes before your session
expires. The banner message includes a
reauthenticate button. Clicking this button
will extend your session by an additional
60 minutes. If you don’t re-authenticate
within 60 minutes, you’ll need to sign in
again to start a new session.

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Sign Out

To sign out of My Oracle Cloud Support,

navigate to the Account drop-down menu
and select Sign out. Upon signing out, a
confirmation window will appear, allowing
you to either confirm or cancel the action.
If you signed into My Oracle Cloud
Support using a tenancy login, you will
also be signed out of your Oracle Cloud
account. It is recommended that after you
are finished your work for the current
session, sign out from the portal.

Supported Browsers

My Oracle Cloud Support is designed for

modern HTML5 compliant browsers. It will
comply with the larger Oracle Software
Web Browser Support Policy.

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ACCOUNT SETTINGS AND

PREFERENCES

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Manage or Edit Profile

1. To access your Profile

preferences, click the Account
menu at the top right and
select the Preferences option.
2. From the Profile preferences
page you can view or edit the
following personal info:
First and Last name
User Email (see
‘Change your user
Email section’)
Security PIN
Contact Method
Mobile, work, and
alternate phone
numbers
Country and State
Portal and SR
Language
Time Zone and
workday hours
To edit your personal info:

1. Click the Edit button

2. Make any necessary updates
to your personal info.
3. Click the Save button.

Notification Preferences

You can update your email and SMS

notification settings for Critical Outage
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(Severity 1) SRs from the Preferences

page. To do this, click Edit, then check or
uncheck the boxes for email or SMS (text
message) notifications for each respective
preference. You need to have a verified
mobile number in your profile to enable
SMS notifications.

NOTE: The option “Notify me when my

Critical Outage service request needs
attention” for your User Email cannot be
disabled.

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Change your user email:

Your profile email address in My Oracle

Cloud Support is used for Service Request
communications from Oracle Support. If
you update your email in My Profile,
please note that it won't change your
sign-in email. The email associated with
your Cloud Account or Oracle Account
(SSO) for signing in will remain
unchanged.

To change your sign-in email

for your Oracle Cloud Account,
follow the instructions here.
To change your Oracle Account
(SSO) email, sign in to your
existing Oracle Account with
your original email address
and password. Go to
your Account, and click the
edit link next to your email
address. You must verify your
new email address before you
can use your account again.
Oracle will send a verification
email to your new email
address.
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After updating your profile user email

address or sign-in email address, please
wait for approximately 30 minutes before
attempting to sign in again.

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User Groups
From the Preferences page, you can view
your User Group(s) information by clicking
the User Groups tab located at the top of
the page. The User Groups page displays
a list of all active User Groups which you
are a member of. To include inactive User
Groups in your list, click the Show
Inactive button at the top of the list.

To access User Group information, simply

click on the User Group name. This action
will reveal a list of User Group members.
Additionally, you have the option to
export User Group data or adjust your SR
email’s view setting (if permitted by your
Administrator) for the specific user group.

Contact your Administrator:

To contact your User Group administrator:

1. Go to Account > Preferences >

User Groups tab.
2. Click on the Contact Admin
envelope icon to send an
email, or click into a specific
user group, Users tab, and
send email to the Admin.

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Service Request (SR) email view setting:

By default, the Service Request (SR) email

view setting for a User Group is configured
to ‘View Summary.’ This implies that SR
emails sent to your profile email will not
include specific SR details. However, if the
User Group Administrator has enabled the
option, you can update this setting to
allow SR emails to contain detailed
information. Refer to the User Group
Administration section for more details.

To change your User Group SR email view

setting:

1. Go to Account > Preferences

> User Groups tab.
2. Click on the User Group Name
you want to update to view the
User Group information page.
3. If your Administrator has
allowed SR details to be sent to
users for SRs created for the
User Group, you will be able to
click the Edit button.
4. Change your SR email view
setting and click save.

Access to Additional User Groups:

If you need access to additional User
Groups for the same account or tenancy,
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please contact your User Group

administrator.

To access a user group for a different

account, you will need to sign in using an
Oracle account. Once signed into My
Oracle Cloud Support using your Oracle
account:

1. Click the Request Access to

Account button at the top of
the User Groups page.
2. Input the Subscription ID and
Account name (Contact your
Cloud Admin or CUA if you do
not know the subscription ID)
3. Click Submit.
4. Once submitted, your request
must be approved by the User
Group Administrator before
receiving access to the new
User Group(s).

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Portal and SR Languages

The My Oracle Cloud Support portal

language options include English,
Chinese, Japanese, and Korean.

Additionally, Service Requests within My

Oracle Cloud Support are supported in 25
different languages:

Arabic French Korean Latin

American
Simplified German Traditional Spanish
Chinese Chinese

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Croatian Greek Polish Spanish

Czech Hebrew Brazilian Swedish

Portuguese
Dutch Hungarian Turkish
Portuguese
English Italian
American Romanian
Japanese
Canadian Russian
French

To review or change your portal or SR

language preferences, navigate to
Account > Preferences, click Edit and
update.

NOTE: SR languages other than English

might not include additional product
specific questions during SR create, and
may be collected later by the Oracle
Support analyst assigned to your SR.

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KNOWLEDGE SEARCH AND

TRAINING RESOURCES
Knowledge and Solutions Search

The Search feature allows users to quickly

find relevant information, documentation,
and solutions to their queries.

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Initiating a Search:

1. Enter relevant keywords

related to your question, issue,
or service into the Search bar
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on the home page. For best

practice, use four or more
words.
2. Click Enter to initiate the
search.
Reviewing Search Results:

When you perform a search using

keywords, the results will appear under
the Knowledge and Solutions tab. The
top three matches for Knowledge,
Documentation, and Communities related
to your query will be displayed in their
respective sections.
To view more than three matches for a
section, click on the View more link below
the search results. This will display the top
50 matches.

Filtering to Narrow Results:

Filter by Service: Select or

type ahead to find the specific
service related to your issue.
This filter applies only to
Knowledge articles.
Change Search Language:
Choose your preferred
language. Language search
applies to Knowledge and
Documentation.
Please note that not every knowledge
article or document has been translated.
Switch to English for the complete list of
solutions.

Search Best Practices: Tips for effective

searching

Use four or more words in the

search string.
Include specific
facts: incorporate details
like exact error messages or
specific symptoms.

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Refine your search

results using Filter by Service.
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Searching Service Request:

To search for a Service Request (SR):

1. Enter a valid SR number or

relevant keywords from the SR
summary into the homepage
search bar.
2. Click Enter to initiate the
search.
When you perform a search using a valid
SR number, the results will appear under
the Service Requests tab. If you
performed a search using keywords, the
results will appear under the Knowledge
and Solutions tab. Click the Service
Requests tab located at the top of the
page to switch your results to relevant
SRs.

To narrow your SR results, use the filter(s)

options located in the top-right corner of
the page. You can export your SR search
results using the export icon located in the
top-right corner of the page. The SR
search results will be exported in .csv
format and will reflect any applied filter(s).

We also offer several pre-defined service

request lists to help you quickly find the
SRs you need, such as lists for all open
service requests for your user groups, and
closed service requests. For more details,
please refer to the Service Requests Lists
section.

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Oracle Learning and Training

Oracle Support Learning:

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We would like to direct you first to the

support video collections in the Oracle
Support Learning center, which is a subset
of "MyLearn". There are two collections
that offer comprehensive resources
targeting topics related to My Oracle
Cloud Support functionality. When
following the steps below, you will be
directed to the My Oracle Cloud Support
for Users and Cloud Support for
Customer User Administrators collection
tiles.

To access these Oracle Support Learning

collections:

1. Navigate to
https://mylearn.oracle.com/ou
/story/mos
2. Click on Account in the
header and sign in with your
existing Oracle University (OU)
credentials or create an
account. The available video
content will display after sign
in.
3. Click a tile to start learning.

MyLearn

The "parent" training portal for the above

focus area is the MyLearn portal from
Oracle University. MyLearn offers a
tailored and personalized training
experience to enhance your Oracle Cloud
learning. With MyLearn, you can easily
find the training you need, track your
progress, and receive course
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recommendations that align with your

learning objectives.

To access MyLearn:

1. Navigate to
https://mylearn.oracle.com/ou
/home
2. Sign in and set your content
preferences.
3. Explore learning content
across the MyLearn platform.
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SERVICE REQUESTS (SRs)

Create a Service Request

Before creating a new service request, we

recommend using the search bar to
explore Support knowledge, Oracle
documentation, and Oracle Cloud
Customer Connect communities, where
issues and various topics are discussed
and resolved by community. If you still
need assistance, you can open a service
request from the portal homepage by
clicking the Create Service Request
button in the top-right corner.

NOTE: You must have the appropriate

support access for your service(s) in order
to create a service request. This means
you must be a member of an active User
Group with SR create and update
privileges.

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To create a Service Request, follow the

guided flow:

1. Click the Create Service

Request button on the portal
homepage, and follow the
guided flow.
2. Select one of the following
Issue types:
Critical Outage: A
critical production
system or critical
business function is
unavailable or
unstable. You or an
alternate contact
are available to
work this issue 24x7
if needed.
Significant
Impairment: A
critical system or
business function is
experiencing severe
loss of service.
Operations can
continue in a
restricted manner.
You are available to
work during
business hours.
Technical Issue:
Functionality,
errors, or
performance issue
impacting some
operations.
General Guidance:
Product or service
usage question,
setup or

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documentation
clarification.
MOS Portal
Question:
Questions and
requests for login,
user management,
billing, or other
non-technical
issues. If you select
MOS Portal
Question please
proceed to the
Create a Non-
Technical Service
Request section.
3. Select a Business impact.
4. Select the User group for which
you want to create the SR. All
members of this user group
will be able to view this SR.
5. If you will be the primary
contact for this SR, click Next.
If you need to change the
primary contact, click the link
that says I will be the primary
contact for this service
request. You can then select a
different member from your
User Group as the primary
contact. Once you’ve set the
correct primary contact, click
Next.
6. Select the applicable Service
and click Next.
a. If the selected
service is SaaS, you
will be prompted to
select the applicable
environment. If you
User Group does

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not have an
assigned
Environment for the
selected service,
you will receive an
error message to
select a different
User Group or
contact you
Administrator.
b. If the selected
service is not SaaS,
you will be
prompted to input
an applicable Cloud
Console, OCID,
Service URL or
instance URL.
7. Select a System lifecycle.
8. Input an SR summary and click
Next.
After you provide
the SR summary,
My Oracle Cloud
Support will
suggest three
knowledge articles
related to your
service and the
issue summary
you've provided,
within a window on
the right hand side
of the SR form. Click
any link to open the
article in a new tab,
and review whether
it addresses your
issue.
9. If needed, change the SR
language and click Next.

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10. Input the SR description and

click Next. A good SR
description includes issue
details, sequence of events
that occurred, steps to
reproduce, expected results,
and workarounds if any is
available. After entering an SR
description, you will see an
updated set of suggested
knowledge articles may help
resolve your issue.
11. Select a suggested category or
use type-ahead to find the best
category. This is to ensure that
your request is routed to the
most appropriate support
team for efficient handling.
12. Answer any additional
questions as prompted.
If your SR is a Critical Outage (severity 1)
issue, you will be prompted to agree for
24x7 contact support and provide your
manager and alternate contact
information and availability.

Editing Before Submit

To make edits before submitting, simply
click on the relevant question or answer
and make your changes.

Once you are ready to submit your SR,

click Submit Service Request.

Create a Non-Technical Service

Request

You must have the appropriate support

access for your service(s) in order to
create a service request. This means you
must be a member of an active User
Group with SR create and update
privileges.

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To create a Non-Technical Service

Request:

1. Click the Create Service

Request button in the top-
right corner of the homepage.
2. Select MOS Portal Question
as the Issue type.
3. Select the User Group for
which you want to create the
SR and click Next.
4. Select a Service.
5. Input SR summary and click
Next. Once you input an SR
summary, My Oracle Cloud
Support will suggest three
knowledge articles related to
the summary within a window
on the right hand side of the
SR form. Clicking a topic will
display the article in a new tab.
6. If needed, change the SR
language and click Next.
7. Input the SR description and
click Next. A good SR
description includes issue
details, sequence of events
that occurred, steps to
reproduce, expected results,
and workarounds if any is
available. After entering an SR
description, the three
recommended knowledge
articles will also align with your
SR description.
8. Select a Category and answer
any additional questions you
are prompted. Once all
required questions are
answered, click Next.
9. Once you are ready to submit
your SR, click Submit Service
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Request.
NOTE: The user who creates
the non-technical SR is
automatically designated as
the primary contact. Non-
technical SRs will only be
visible to this user.
Back to Top

View and Update a Service Request

There are three ways to access a Service
Request (SR):

Option 1: Click on the SR number in an

SR list.

Option 2: Search and select the SR from

the search results.

Option 3: Use a Direct URL: If you have

the direct URL for the SR, you can
navigate directly to it without going
through any lists or searches.

If you are authorized to view the SR, you

will be directed to the SR Activity page.
From there, you'll have access to the
following options:

View the SR Update history.

Add a SR message update to
Oracle Support.
Additionally, the SR Activity page displays
the following attributes:

SR summary
SR number
Escalated badge (if escalated)
Manager Action hyperlink (if
SR has open MA)
Last updated date
Primary contact
Status
Issue type
Service
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1-Critical badge (if SR is critical

outage)
To view and edit the SR Details page,
click on the SR Details tab in the SR
header. From there, you'll have access to
the following options:

Upload, view or remove SR

files.
Add or update milestones.
Add or update customer
reference number.
Add or update SR contact
details.
Close the SR.
Request Manager Action (if
available).
Additionally, the SR Details page displays
the following attributes:

Issue description
Severity
Escalation status
Business impact
System lifecycle
Account
User Group
SaaS Environment
Resource URL
Category
Created (date)
Created by (email)
Language
Back to Top

Initiate a Chat

Chat with SR owner capability is only

available for Critical Outage (severity 1)
SRs. To initiate a chat with an Oracle
Support analyst, click the chat icon in the
bottom right corner of your Critical

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Outage SR. If the support analyst

assigned to your SR fails to respond to the
chat request, it will be redirected to a
standard Oracle Support queue.

Once a chat is concluded, the chat

transcript is added to the SR and is
accessible by clicking the chat
transcript tab located in the SR header.

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Upload a File to a Service Request

You can utilize the file upload feature to

submit any files related to your Service
Request (SR). Files smaller than 2 GB can
be directly uploaded within the SR. For
files larger than 2 GB, you can use HTTPS
Transport to upload them to your SR.

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Uploading Files Less Than 2 GB:

When uploading a file less than 2GB, there

are two options from within the SR itself:

Option 1: From the SR Activity page:

Click the Add Files button.

(shortcut to the files section
of the SR Details page)

Option 2: From the SR Details page:

1. Scroll to the bottom and find

two upload fields within the
Files section: The top field is
for files that don't contain

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Personal Information (PI) or

the bottom field for files that
do contain Protected Health
Information (PHI):

2. Before attaching a file you

must first determine if the
file contains PI or PHI data.
Once a determination is
made, select or drop the
file(s) in the appropriate
section.

A successful upload
will display the file
name, date, and
size below within
the Files section of
the SR Details page.
Your SR will also
show a new SR
Activity page
message that says:
"<filename> has
been received and
submitted for post-
processing. Your
Support Analyst will
be notified once
compliance has
been verified."
NOTE: This method will not work for
files greater than 2GB. For File sizes
greater than 2GB follow the steps
below.

Uploading Files Greater Than 2 GB:

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1. Determine if the file you wish

to attach to the SR contains PI
or PHI.
2. Use a HTTPS Transport
(Compose a cURL) command
to upload files via command
line.
3. Open the command prompt on
Windows or the Terminal
window on Mac/Linux.
4. Use one of the following cURL
command templates to upload
your file(s) to the SR,
a. If the file(s) contains
PI/PHI, use this
template:
curl -# -o output --location-
trusted --location --request
PUT
"https://support.oracle.com/cl
oud-
transport/cfm/fileManagemen
t/serviceRequests/%SRnum%
/attachment/upload/%filenam
e%?
visibility=MISC&restricted=EP
HI" --header "Content-Type:
application/octet-stream" --
header "Authorization: Bearer
%token%" -T "%filename%" -w
"%{http_code}"

b. If the file(s) does NOT contain

PI/PHI, use this template:

curl -# -o output --location-

trusted --location --request
PUT
"https://support.oracle.com/cl
oud-
transport/cfm/fileManagemen
t/serviceRequests/%SRnum%
/attachment/upload/%filenam
e%?
visibility=MISC&restricted=NO
T_RESTRICTED" --header

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"Content-Type:
application/octet-stream" --
header "Authorization: Bearer
%token%" -T "%filename%" -w
"%{http_code}"

5. Replace %filename% in 2
places with the actual filename
with extension, you are
uploading. Please ensure the
filename doesn't have any
spaces.
6. Replace %SRnum% with the
actual SR number you are
uploading the file to.
7. Replace %token% with the file
upload token copied from the
customer portal preferences
page (60 minutes validity).
a. To obtain your
token, click on
Account in top
right corner of the
portal, and select
Preferences. In the
Personal
Information
section, click on
Generate File
Upload Token and
copy the token.
8. Ensure there are no extra
carriage returns in your
command - this is all one line.
9. Run the command.
A successful upload will display the file
name, date, and size below within the
Files section of the SR Details page. Your
SR will also show a new SR Activity page
message that says: "<filename> has been
received and submitted for post-
processing. Your Support Analyst will be

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notified once compliance has been

verified."

Post-Processing:

After a successful upload by either SR

upload or HTTPS Transport, the file is
then submitted for post-processing to
ensure it complies with Oracle's
standards. If the file passes post
processing, it will be attached to the SR
and made available to access. If the file
fails to meet the post processing
requirements, it will be purged, and you
will receive an SR notification with the
reason for rejection.

Back to Top

Request Manager Action for a Service

Request

Customers have the following avenues to

request manager action for their Service
Requests (SRs):

My Oracle Cloud Support:

Customers can add a message
to the SR, specifically
requesting manager action.
The support analyst then
receives the request and
creates the necessary action.
Phone Call to Oracle Support:
Customers can call Oracle
Support directly to request
manager action. The support
analyst handles the request
and initiates the manager
action.
Critical Outage SRs via
Customer Chat: If the SR’s
issue type is classified as a
Critical Outage (severity 1),
customers can request

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manager action through the

Chat feature.
Request Manager Action
(Only if your SR offers this
option):
1. Click on Request Manager
Action. A message will appear that
asks: How can a manager help?
2. Input a Summary.
3. Add a contact and click Submit.
A new Manager Action will be
created with the status of
Requested. After a Manager Action
is created, it will be visible within
the Manager Actions table of the
SR Details page. Additionally, the
SR header will display a clickable
shortcut link to the Manager
Actions table of the SR.

Feel free to choose the most convenient

method based on your specific situation.

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Escalate a Service Request

Customers have three avenues to escalate

a Service Request (SR):

My Oracle Cloud Support:

Customers can add a message
to the SR, specifically
requesting for the SR to be
escalated. The support analyst
then receives the request and
creates the necessary action.
Phone Call to Oracle Support:
Customers can call Oracle
Support directly to request for
the SR to be escalated. The
support analyst handles the
request and initiates the SR
escalation.
Critical Outage SRs via
Customer Chat: If the SR’s
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issue type is classified as a

Critical Outage (severity 1),
customers can request for the
SR to be escalated through the
Chat feature.
After an SR has been escalated, the SR
header will display Escalated status. This
status remains until the escalation is
resolved, at which point SR header no
longer displays Escalated status, and you
will see De-escalated in the SR Details.

Both Manager Action and Escalation

require the attention of Oracle’s
management team. However, not every
Manager Action results in an escalation.

For instance, you may need to discuss

your system cutover plan with a manager,
but if the Service Request (SR) has been
handled appropriately, there is no need
for escalation.

Once an SR is escalated, Oracle Support

will follow its internal escalation process to
ensure the issue is handled appropriately.

Back to Top

Close a Service Request

You can close an open Service Request

(SR) directly from the SR Details page.

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To Close an SR:

1. Click the Close Service

Request button at the top of
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the SR Details page.

2. Within the Close Service
Request window, select a
Closure Reason and provide
any necessary additional
explanations.
3. Click the Submit button.
After submitting, the SR will display an SR
status of Close Requested and the SR
Details page will show a banner
displaying Your closure request has been
submitted. Within this same banner will
be the option to Reopen Service
Request. Oracle Support will also be
notified to review the request and will
proceed to close the SR if appropriate.

After Oracle Support closes a Service

Request (SR), any files uploaded to the SR
will remain attached for seven days. After
this period, they will be removed from all
Oracle systems. However, if Oracle
Support identifies a bug as a potential
root cause of your issue, your SR files may
be retained for up to six months while the
bug is being resolved before being
removed from all Oracle Systems.

Re-open a Closed Service Request

A recently closed service request (SR) can

be re-opened from the portal. If your SR
meets the following criteria, it will show
the Reopen Service Request option on
the SR Details page:

SRs with a Close Requested

status.
SRs closed by Oracle Support
(SR status: Closed) within the
last seven days.
To re-open a Service Request:

1. Click the Reopen Service

Request button at the top of
the SR Details page. If the
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button is not visible when the

SR status is Closed, it indicates
that the SR is beyond the
reopen window.
2. Within the Reopen Service
Request window, select a
Reopen Reason and provide
any necessary additional
details.
3. Click the Submit button.
When an SR is reopened, its status will
automatically change to Review update
and Oracle Support will be notified the SR
has been reopened.

Back to Top

ADMINISTRATIVE FUNCTIONS

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User Administration

The Admin role manages user access to

My Oracle Cloud Support. Oracle Support
will approve the first or replacement
administrator for your organization.

Administrator Roles and Responsibilities

Role:

Manage your organization's

access by approving and
removing access for your end
users.
Manage access levels for your
new and existing user

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accounts.
Manage your user groups
based on your organization's
needs.
Responsibilities:

Approve or deny user access

requests.
Manage your user groups and
users to ensure your
organization has no security
risks, such as leaving accounts
active when user has left the
organization.
Best Practices:

There is no limit to the number

of administrators for each user
group. Oracle recommends
having a minimum of two
people with the Admin role at
all times.
Users are registered using their
employee supplied email
address rather than a personal
email address.
Set end dates for users who are
only temporary employees or
contractors.
Review who has access
quarterly - remove users who
are no longer part of your
organization.
This process assumes the user
is a Cloud Administrator or
Customer User Administrator
(CUA) who has received a user
request. If you are not an
Admin, contact one to perform
the steps below:

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1. Follow the Sign-in and

Authentication process. Arrive
at the My Oracle Cloud
Support homepage.
2. Determine if this is request is
for the DOD support portal or
not. If it is, follow the DOD
User Administration process. If
not, continue to step 3.
3. In the Account menu select
Administration. This selection
displays up to four options
depending on your role:
Memberships
User Groups
Tenancies
History
NOTE: Only Default User Group
Admins will see the Tenancies tab.
Administration allows the
Administrator / CUA to perform
any of the steps listed below.

Managing Users

1. Approve or deny the User's

request:
a. Click the
Membership tab.
b. In the resulting
User Name list,
click on the
checkbox next to
the requestor's
name.
c. Click either the
Approve or Deny
button.

2. Add users to one or more User

Groups:

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a. Click the
Membership tab.
b. On the resulting
screen, click the
Add Users to User
Groups button.
c. Select the
appropriate tenancy
to reveal the list of
users.
d. Place a check in the
box beside each
user you wish to
add to a User Group
then click the Next
button. If you select
more than one user
at a time, all users
will be given the
same role and SR
privileges.
e. Place a check in the
box beside the User
Group Name(s) to
which you are
adding the user(s)
you selected then
click the Next
button.
f. Select the
appropriate role
and privileges from
the lists of values if
you want to change
the defaults set for
the user group. The
Termination date is
when you want the
users' permissions
to end.

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g. Click the Save

button after you
have made the
selections.
NOTE: Please allow additional
time for the system to process
your request in the background
when adding 100 or more users
to a user group.

3. Edit User role or SR privileges:

a. Click the
Membership tab.
b. Select the user you
wish to edit from
the User Name
column. This action
places you in the
Info tab for that
user, so re-select
the Memberships
tab.
c. On the resulting
screen you will see
all the user groups
to which the
selected user
belongs. Place a
check in the box
beside the User
Group(s) you wish
to edit for that user
to enable the Edit
Privileges button.
d. Click the Edit
Privileges button
and place a check in
the box beside each
of the fields that
need editing. The
checked boxes
enable the lists of
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values so that you

can select the
needed changes.
e. Click the Save
button.

4. Terminate or remove User

access:
a. Click the
Membership tab.
b. Select the user you
wish to edit from
the User Name
column. This action
places you in the
Info tab for that
user, so re-select
the Memberships
tab.
c. On the resulting
screen you will see
all the user groups
to which the
selected user
belongs. Place a
check in the box
beside the User
Group(s) you wish
to edit for that user
to enable the Edit
Privileges button.
d. To schedule a later
time for the
removal of the
user's access to the
user group
selected, click the
Edit. Privileges
button and choose
a Termination Date

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from the associated

privilege button.
e. Set a Termination
Date: Setting a
termination date
can be done when
approving users or
by editing privileges
of a user.
Go to
Member
ships,
selects
user(s),
click the
Edit
Privileg
es
button.
Click the
check
box next
to
Termina
tion
Date.
Choose
a
terminat
e date
from the
calendar
and
Save.
f. Removing user(s)
from a User Group:
Go to
the User
Groups
tab.

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Select a
User
Group
name.
Click on
Users
tab.
Select
User
Name(s)
then
click the
Remove
button.
Back to Top

User Group Administration

In My Oracle Cloud Support, the

administrator / CUA authorizes which
users have access to a User Group. User
Groups are the My Oracle Cloud Support
equivalent of My Oracle Support
Customer Support Identifiers (CSIs).
Administrators have greater flexibility and
control with the ability to create additional
user groups to meet their organization's
business needs. Service Request visibility
is driven by the user's access for that User
Group.

1. Login to My Oracle Cloud

Support homepage.
2. Click the Account menu at the
upper-right of the page, then
select Administration. If you
do not have the
Administration option as
shown, then you do not have
the Admin role and you will
need to contact an
administrator. To contact an
administrator:
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a. Select Preferences
instead.
b. On the resulting My
Profile page, click
the User Groups
tab.
c. On the User
Groups screen in
the far-right
column you will see
a Contact Admin
icon. Click the icon
beside the
appropriate user
group and request
the Administrator
role.
Assuming you now have the Admin role,
you are ready to perform tasks such as:

User Administration (click here

to see existing User
Administration process)
Creating new User Groups
Changing Default User Groups
Editing User Groups
Each of the tasks below begins on the
Account -> Administration page.

Create New User Group

1. Click the User Groups tab.

2. Click the New User Group
button.
3. Enter the name of the new
user group and description
into the appropriate fields.
4. Select the Tenancy.
5. Select the default Service
Requests privileges for the new
User Group:
Create and Update

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View
No Access
Select the
appropriate SR
Attachments
privileges:
Downloa
d All
Restrict
/ Limit
Downloa
d
6. If you want the user to be able
to view Service Request details
in email, check the box beside
May View Service Request
Details in Email.
7. Click the Create button at the
upper-right corner of the page.
Change Default User Group

Updating the Default User Group is an

option, changing it can have implications.
The Default User Group is where new
users will land as pending for the Admin
to approve. If pending users are
approved, the default SR privileges will be
automatically assigned to them.

To change the default user group,

1. Click on the Tenancies tab and

Select the Tenancy associated
with that User Group.
2. Within the Tenancies page,
click on the Settings tab.
3. Review and/or update default
user group specified.
NOTE: This option is only available to
Default User Group Admins.

Edit User Group

1. Click the User Groups tab.

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2. Click on the User Group Name

you wish to edit.
3. Update the User Group name,
status, description and/or
default privileges.
Back to Top

Oracle Cloud Application (SaaS)

Environment Administration

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By default, all Oracle Cloud Application

(SaaS) environments are available to all
User Groups when creating a service
request. This can be restricted so that only
SaaS environments assigned to a user
group are available to that User Group.

IMPORTANT: Changing this setting may

impact users' ability to create service
requests. Ensure you review and assign
the environment to the appropriate user
group to avoid unintended restrictions.

1. Login to My Oracle Cloud

Support homepage (the
assumption is that you are
logging in as an administrator).
2. Click on the Account link in the
upper right-hand corner and
select Administration.
3. If you are not the Default User
Group admin, please contact
the Default User Group admin.
You can find the Default User
Group admin by clicking the
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User Groups tab. On this

page, there is a column on the
far right labeled Default. The
default User Group will be
designated in the column as
yes. If you ARE the Default
User Group admin, continue to
step four.
4. Click on the Tenancies tab. A
list of available tenancies
appears.
5. Click one of the listed
tenancies.
6. Determine if the SaaS
environment should be
restricted to specific User
Groups or not. If the SaaS
environment is NOT restricted,
the default environments are
unrestricted, so no further
action is needed. If the SaaS
environment needs to be
restricted, then:
a. Click the Restricted
radio button. (The
User Group
Assignments table
shows the User
Groups with SaaS
environments
assigned if
environments are
restricted. This is
where the admin
can selected User
Groups and remove
environment
assignment.)
b. Click the Add
button.

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c. Select User
Group(s) which do
not have SaaS
environments
assigned
(designated by
None).
d. Click the Next
button in the upper-
right.
e. Place a check
beside the box of
the SaaS
Environment you
want to assign to
the User Group
selected (which
appears above the
search field) and
click the Add
button.
f. Click the Save
button and confirm
your changes.
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ACCESSIBILITY AND
COMPATIBILITY FEATURES
Accessibility and Compatibility

The My Oracle Cloud Support portal

addresses accessibility digital
requirements with the Redwood Design.
The Oracle Redwood user interface is a
new aesthetic that leverages Oracle’s
unique strengths to create an unparalleled
user experience based on proven design
principles and best practices. Redwood
emphasizes continuous improvement by
tracking usage patterns and measuring

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user satisfaction through feedback

mechanisms to shift toward a more user-
centric approach. Some of the built-in
accessibility features include:

High contrast text-to-

background
Large print
Once logged into the My Oracle Cloud
Support portal there are some features
that might not be obvious to someone
who is using screen magnification
software, and if you are using a screen
reader it would not be communicated.
These items are detailed in the Homepage
Navigation section of this document.

While the Redwood user interface

considers accessibility requirements,
Oracle does however, offer this
Accessibility Guide for Oracle Cloud
Services:
https://docs.oracle.com/en/cloud/access
ibility/accessibility-guide-oracle-cloud-
services.pdf

In addition to these offerings, Oracle is

cognizant that most accessibility features
can be set at your operating system and
browser levels.

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FREQUENTLY ASKED
QUESTIONS (FAQ)
Portal Experience | User Administration
| Glossary

Portal Experience

1. How do I access Oracle Cloud

Customer Connect (Communities) from
My Oracle Cloud Support?

Answer: To access Oracle Cloud

Customer connect use the URL

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https://community.oracle.com/customer
connect/ or select Communities from
the homepage search bar menu. Once
signed into Oracle Cloud Customer
Connect, you can engage with the
community to share knowledge and
experience with other users, ask
questions and get answers from experts
and participate in various discussions.
Additional Oracle Hardware and
Software product community forums
can be found at community.oracle.com.

2. Where can I find important

announcements and upcoming events
for My Oracle Cloud Support?

Answer: After you login, any

announcements or upcoming events
will be shown as News & Alerts cards on
the homepage and will contain a link to
view details.

3. How do I find a Service Request (SR)

and export?

Answers:

Finding Your SRs: You have 3 options to

find a Service request:

Option 1: All open SRs will be

displayed on the home page. Click any
SR to open.

Option 2: Use search to find your SR

by entering the SR number in the
search bar. On the search results
page, click Service Request tab.

Option 3: Use one of the search lists

from the Search bar (e.g., Open
service requests (all your groups).)

Filtering Your Results:

After searching, click the Filter icon to

refine or narrow your results. You can
filter by attributes like User Group,
Contact, Service, etc.

Exporting the Data:

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To export, click the export icon and

download the file as a CSV.
For more details on SR lists, click
here.

4. How do I create a new Service

Request (SR)?

Answer: Click the Create Service

Request button in the header to start SR
Creation. If this button is not in the
header, you do not have create and
update privileges for SRs. See the
complete Create SR process.

5. During SR Creation: what do I answer

for "What is the Cloud Console, OCID,
Service URL, or instance URL?"

Answer: This is the Cloud Console URL,

OCID, Service or Instance URL where you
encountered the problem or error. You
can copy and paste the browser URL. If
you do not know the URL type "NA".
There is also a help tip available for the
SR question with more information.

6. Can I change a Service Request's

severity after the SR is created?

Answer: Yes, you can request a change

to the Issue Type of your SR by adding
an SR message update to the SR or by
calling Oracle Support.

7. Can I change a previously answered

question during SR create before
submitting?

Answer: Yes. Scroll up to the desired

value and click on it to change your
response. Based on what you change,
you might need to re-answer some of
the questions or you may see different
questions.

8. Can I add an alternate contact to

Non-Technical Service Request?

Answer: Yes. If you need to add an

alternate contact to a non-technical SR,

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add an SR message update with the

contact information or call Oracle
Support.

9. How do I request Manager attention

for my SR?

Answer: You can add a message in the

SR requesting Manager engagement for
your SR. Be sure to include the reason
and details of the request. For urgent
requests, please call Oracle Support.

10. Is there a "Copy SR" function?

Answer: Not currently. We will look into

this feature in a future release.

11. How do I upload a file attachment?

Answer: File upload is available after

SR creation from the Details page in
the SR. For more information, see the
Uploading a File process.

12. What happens to my existing open

Cloud SRs in My Oracle Support?

Answer: Your open Cloud SRs will be

moved to the My Oracle Cloud Support
portal and will be located in the
homepage SR lists. The SRs will be
assigned a new My Oracle Cloud
Support SR number that starts with 4-
##########. In the SR List, below
the new SR number will be the original
My Oracle Support number in
parenthesis.

13. What SR privileges are available in

My Oracle Cloud Support?

Answer: The Administrator manages

SR privileges for users in a User Group.
A migrated My Oracle Support user's SR
privileges should migrate with them to
My Oracle Cloud Support.

- Service Request options: Create

and Update, View, or No Access.
- SR Attachments options:
Download All or Restrict/Limit
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Download.
- View SR details in Email - Yes or
No (this option enables customers
to receive detailed SR updates via
email).

14. What is the maximum size for a file

upload?

Answer: Currently, My Oracle Cloud

Support allows files less than 2 GB to be
uploaded via SR file upload within the
portal. Files greater than 2 GB can be
uploaded via HTTPS Transport. See
Upload File to a Service Request steps
for more details.

15. Can I bookmark or favorite a Service

Request?

Answer: Customers can use a browser's

bookmark feature to bookmark the
Service Request.

16. How can I change the Primary

Contact on my SR?

Answer: SR contacts for the SR are

located on the SR Details tab. You can
update the Primary contact or add
additional SR contacts.

17. I have a cloud service but I don't see

it in My Oracle Cloud Support portal.

Answer: If your cloud services aren't

available in the SR creation Service
drop-down list, they may be supported
in the My Oracle Support portal. To
submit a service request, go to
support.oracle.com and select the sign
in option of "Support for Oracle
Hardware, Software, and Managed
Cloud Services".

18. How do I navigate between My

Oracle Support and My Oracle Cloud
Support?

Answer: If you have on-premises

Hardware, Software, Managed Cloud, or

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Industry Cloud services, your support

will remain/be in My Oracle Support.
Here is how to switch:

A. From the homepage, click into the

search bar and select the link for
Support for Oracle Hardware,
Software, and Managed Cloud
services. This link will take you to My
Oracle Support.

B. On the homepage, if you have any

open SRs in My Oracle Support, you
will see them under the SR list Open
Service Requests in My Oracle
Support portal. Click on the SR
number to take you to My Oracle
Support to manage your SR.

From the My Oracle Support portal, you

can easily switch to My Oracle Cloud
Support by clicking the Switch to My
Oracle Cloud Support link next to your
username.

Back to Categories

Back to Top

User Administration

1. How do I contact my Administrator?

Answer: Login to My Oracle Cloud

Support. Select Preferences from the
Account menu and then select the
User Groups tab. There is a Contact
Admin button in the far-right column in
each User Group row.

2. In SaaS environments, what should I

know about restricted vs. unrestricted?

Answer: Administrator of the default

user group has the option to restrict
SaaS environment assignments to user
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groups. By default, SaaS environments

are unrestricted and available to
approved users for all user groups under
a tenancy during the SR creation
process. If restricted by the
Administrator, the Administrator must
assign all or specific SaaS
environment(s) to user groups under a
tenancy.

3. What happens to current Cloud

Support users?

Answer: Migrated users (from current

Oracle Cloud Support) do not have to be
approved for the Default User Group.
Approved users of a CSI will be migrated
to corresponding user group in My
Oracle Cloud Support and have access
on day one.

4. Do we still have a Customer User

Administrator (CUA) Role?

Answer: Yes. The Admin role is largely

the same. Support Identifiers (SIs) will
be replaced by User Groups (UG). The
UG is a container the Administrator uses
to organize roles and privileges for a
user to manage Service Requests.

5. What happens to the existing

Support Identifiers (SI) associated to
existing users in Oracle Cloud Support?

Answer: The migration will map

existing SIs to My Oracle Cloud Support
and privileges will now be managed
within the User Group container (rather
than previous Support Identifier
container). Group ID uses this format:
UG-12345678.

6. How do I confirm if I have the

Administrator role?

Answer: If you have the Administrator

role, you will have the Administration
option in the Account menu and
Administration action cards under the
header for any pending user requests.
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7. Can a Administrator change the role

of an individual? If so, what is the
process?

Answer: Yes. The Administrator can

change the role of an individual in a
User Group they manage. To do so:

a. From the Account link, select

Administration.
b. Click the Memberships tab.
c. The Administrator can highlight
an individual row or multiple rows
by selecting the box (check it), then
selecting the Edit Privileges button
to change the Role, Termination
Date, Service Requests privilege
and SR Attachments privilege in a
pop-up window.
c. Click Save.

NOTE: When one or more rows are

selected, a note appears in the
button row: For example, 1 Selected.

8. What is a User Group in My Oracle

Cloud Support, and how does it relate
to a Support Identifier (SI) in My Oracle
Support

Answer: A User Group is a type of

container the Administrator uses to
organize user privileges within the
portal. It is a replacement for a Support
Identifier (SI). As a user, you will now see
yourself associated with one or more
User Groups in My Oracle Cloud Support

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where you can see your privileges. To

see your User Groups:

a. Log into the portal, click on the

Account button in the header then
select Preferences. You will land on
the My Profile page.
b. Click the User Groups tab. The
resulting table shows the User
Group ID, Name and Contact of all
the User Groups you belong to.
c. Click a User Group Name to
obtain details on it by toggling
between the Info and the Users
tabs.

9. What should I understand about

Default User Groups?

Answer: New users are automatically

added to the tenancy’s default User
Group, inheriting that group’s default
privileges. Changing the default User
Group can impact the ability to manage
User Group members and privileges.

10. Can I request access to a User Group

or can I only be added by the
Administrator?

Answer: There is no request option. You

can be added by a Administrator in two
ways:

During your first login using a

Subscription ID and Account
name, you are added as a
pending user to the default
User Group, subject to
Administrator approval.
After your first login, contact
your Administrator to be added
to a User Group.
11. What is a User Group ID used for?

Answer: A User Group ID (e.g. UG-

12345678) is a unique number assigned
to each User Group. This number can
be provided when calling Oracle Support
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to expedite creating a new Service

Request.

Back to Categories

Back to Top

Glossary

Customer Support Identifier

(In My Oracle Cloud Support,
CSI
the term “User Group” is used
as a replacement.)

Customer User Administrator

(In My Oracle Cloud Support,
CUA the term “Administrator” or
“Admin” is used as a
replacement.)

Personal Information /
Protected Health Information
- information that identifies,
relates to, describes, is
reasonably capable of being
associated with, or could
PI/PHI
reasonably be linked, directly
or indirectly, with a particular
individual, even if the
information on its own does
not clearly identify an
individual.

OCI Oracle Cloud Infrastructure

OCID Oracle Cloud Identifier - Every

Oracle Cloud Infrastructure
(OCI) resource has an Oracle-
assigned unique ID called an
Oracle Cloud Identifier (OCID).
This ID is included as part of
the resource's information in
both the Console and API.
Oracle uses this to control the
service resources and is
needed for the customer to
use the API and for
contacting support. OCIDs
are used in policies and OCI

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API to reference specific cloud

resources.

SaaS Software as a Service

SR Service Request

A secure and isolated

partition of Oracle Cloud
Infrastructure to create,
organize, and administer your
cloud resources. This could
include compute instances,
networks, storage, databases,
Tenancy identity, analytics and more.
A tenancy is equivalent to a
Cloud account. If you forgot
your cloud account or
tenancy name, you can get
help at cloud.oracle.com or
contact your Cloud
administrator.

A new type of container the

Admin uses to organize,
segment users and SR
privileges within the My
Oracle Cloud Support Portal.
User User Groups replaces
Group Customer Support Identifiers
(CSIs) in My Oracle Cloud
Support. Approved
membership to a User Group
drives ability to create and
view technical SRs.
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