2. Working Effectively with Primavera Support
Welcome Everyone! My name is Mary Wiedenman and I work as a Program Manager within the Global Support team at Oracle, specifically in the Primavera Business Unit. This webinar focuses on how to work with Support and get the most out of your support investment. Specifically we will review the support service request process, look at the key features within My Oracle Support and review other valuable resources.
Working Effectively with Primavera Support
Helen Mattacola
Situation Manager, Oracle Primavera Support

3. The following is intended to outline our general product direction
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.
The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4. Agenda
Support Priorities
New Support Resources
MyOracleSupport (MOS)
Best Practices for Reactive Issues
Summary
Q&A

5. Oracle Support Priorities
Minimize system disruption through
Problem Avoidance
Resolving configuration and data issues that would cause processes to fail
Self Service Resolution
Resolving problems without the need to contact Oracle Support
Reduction in Resolution Time
Minimizing the time spent to resolve an issue

6. Oracle Premier Support Comprehensive Coverage enhanced by Proactive Support features
Oracle Premier Support for Systems — covers system hardware, OS and virtualization software, and the annual support price equals the customer’s net system price x 12%. Coverage is 24/7 hardware service with 2-hour response and 24/7 access to Sun technical support experts, online support resources and tools. All patches, enhancements, and new releases for firmware, Oracle Solaris, Oracle Linux, and Oracle VM are included, along with system-initiated service and remote diagnosis/resolution.
Oracle Premier Support for Operating Systems — Though you should always lead with Premier Support for Systems for the most comprehensive, integrated coverage, Oracle does offer OS support. And again, one level of support is available for purchase — Oracle's best. Oracle Premier Support for Operating Systems covers any/all of the following OS: Oracle Solaris, Oracle Linux, and Oracle VM (running on Sun hardware). The annual support price equals the customer’s net system price x 8%. Coverage includes 24/7 access to Sun technical support experts as well the online support resources and tools.
All critical patches, enhancements, and new releases are included, along with proactive patch recommendations — and — Oracle's unlimited, lifetime subscription to future product and support innovations to provide the highest business value and protect your
IT investment. All at no extra cost. Oracle Premier Support includes exclusive online resources — As Sun's Member Support Center and SunSolve are fully rationalized and integrated, the My Oracle Support portal will provide for all of our customers access to an even more powerful collection of tools and personalized technical resources, online self-help, access to support communities, and easy online service request submission and tracking.
Service and Support
Quickly diagnose and resolve issues
Expert technical support
Rapid-response field service
Lifetime Support
Tools and Resources
Get the most of your Oracle products with proactive features
Oracle knowledgebase
Product health checks
My Oracle Support
Product Innovation
Keep pace with change and capitalize on new opportunities
Updates
New releases
Tools to assist with patching and upgrades

7. Perceived Value of Proactive Services
Q11: What are the top three proactive service innovations you would find valuable from your support vendor?
Q15: Please rate your level of agreement with the following statements.
It’s important for our IT providers to continuously invest in product and service innovation.
Base: 308 Total; 100 U.S.; 100 EMEA; 100 APAC
Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.
IDG Research Services "The Future of IT Services and Support.”
Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan

8. <Insert Picture Here>
What I would like to discuss now are some important additional resources
New Support Resources

9. Product Information Centers
One stop shop for release specific information
Upgrade Tools and Tips
Critical Patch Updates
Announcements
Available for:
Primavera P6 Enterprise Project Portfolio Management v7
Primavera P6 Enterprise Project Portfolio Management R8
Primavera Contract Management v13
Primavera Portfolio Management v8
Primavera Risk Analysis 8.7
First, I would like to point out our Product Information Centers. These are one stop shops maintained within our knowledge base that contain information about specific products and releases. They are great resources when planning an upgrade, or to keep track of issues that may occur in a given Oracle product. They include links to Upgrade Tools and tips, Critical Patch Updates, Product announcements.
<<Move to next slide as you are saying this.>> Product Information Centers are available through the Tools and Training link found on the left side of the Knowledge Home page. You can also search the knowledge base for these documents.

11. P6 v7.0 PIC

12. Oracle Configuration Manager (OCM)
Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter.
Ability to define configurations and organize projects
View of System details and changes
Create, track and status Service Requests
Advanced Knowledge Management capabilities
Proactive problem avoidance with Healthchecks

13. Base Content Slide First Level Bullet Second level bullet
Third level bullet
Fourth level bullet
Fifth level bullet

14. Healthchecks
Health Checks are a feature within MOS that are driven off of configuration data collected by the Oracle Configuration Manager
Point in time checks tests that identify critical risks to a customer’s IT environment that have caused or may cause a security breach or service outage
Provide advice on corrective actions
Benefits of Health Checks/OCM
Pro-active Alerts
Health checks provide alerts to customers regarding critical risks in their environment, such as a degradation in system performance and provides solutions for mitigating these risks.
For example:
For Primavera Contract Management (CM), the health check mentioned above alerts customers running CM 13 without any service packs. This poses a risk since service pack 1 addressed a number of performance issues and CM 13 customers need to upgrade.
For Primavera P6, the health check in Doc ID alerts customers when tracing is set to true in the administrator application. This poses a risk since setting tracing to true for long durations results in poor performance.
Faster Problem Resolution
When submitting a Support Service Request (SR) using OCM, the customer's configuration can be attached to the Service Request, facilitating faster problem resolution since support has the necessary environment/system information attached to the SR.
Visit the Collector tab in My Oracle Support (MOS) for more benefits of Health Checks/OCM.
If you know of a customer who would benefit, ask that they take the following steps.
Review the information and training links about OCM/Health Checks on the Collector Tab in My Oracle Support (MOS), specifically the OCM Guide (Doc ID ).
Review the OCheck User Guide (Doc ID ).
Stay tuned for an Advisor Webcast on the topic of OCM and the Primavera Health Checks by periodically checking the Advisor Webcast Current Schedule (Doc ID ).

15. Available Healthchecks – March 2011
Product
Healthcheck
Doc ID CM
Currently Running Contract Management version 13 with no Service Packs P6
Primavera P6 Web Access is set up for non-native authentication using LDAP or WebSSO
File Logger is disabled in Primavera P6 Administrator and therefore P6 Web Access messages will not be logged to the “WebAccessLogs” folder
The “Maximum memory allocated to Java Applets” setting in the Primavera P6 Administrator is NOT set to a recommended value of 256 or greater
Tracking is set to true (enabled) in the Primavera P6 Administrator

16. Schedule and registration available through MOS
Advisor Webcasts
Hour long presentations given by subject matter experts on Oracle Primavera products, technologies and services
Schedule and registration available through MOS
Doc id
Sessions recorded and archived after initial live session
Doc ID
Upcoming Webcasts
April 20: Methodologies vs. Template Projects
April 26: Introduction to P6 Web Services
Next, I would like to highlight our Advisor Webcast Program…
Technical Advisor Webcasts are live presentations given by subject matter experts who deliver knowledge and information about Oracle products, and technologies. These hour long brown bag/knowledge transfer type sessions are specific to a technical topic. They are typically about an hour in length with about 45 minutes being spent on the topic at hand with about 15 minutes left at the end for a question and answer session.
Support Process and Tools advisor webcasts are designed to promote awareness and understanding of the available support tools and resource. We offer both live webcasts and recordings that can be viewed at your convenience. To review the available topics, please go to the note outlined on this slide for the most current schedule. The Advisor Webcast schedules are updated often so do check back for any newly scheduled topics.

17. Archived Advisor Webcasts
Product
Advisor Webcast Title P6
P6 Tips and Tricks
Using P6 Web Services with Event Notification
P6 R8 Documentation, System Architecture and Components for New Installation and Upgrade
Learn About the New Features Available in P6 R8
P6 R8 Planning and Migration Considerations
Introduction to the P6 Integration API
Future Bucket Planning in P6 (planning non-linear resource usage) CM
Customizing the User Experience in Primavera Contract Management
Contract Management Application Server Security Considerations
Disaster Recovery: How to Prepare Your Contract Management Environment
Using a Content Repository to Manager Documents with Contract Management 13
Risk Analysis
Importing Data into Primavera Risk Analysis and Interpreting the Results
Interpreting the Tornado Graphs in Primavera Risk Analysis

18. Primavera Support Newsletter
Additional Resources
Primavera Support Newsletter
Just launched in January 2011
Available in MOS Doc ID
To subscribe,
EPPM Quarterly Newsletter
Valuable information on Primavera products, events, etc.
How to subscribe: Doc ID
Fifth level bullet

19. Primavera MOS Community
The last tab I will cover in My Oracle Support is the Community
The My Oracle Support Community for Primavera became available in April 2010
To access the My Oracle Support Community, click on the Community Tab, then click the link to “Enter My Oracle Support Community”.
Here customers can access the latest product and support information, learn about best practices, participate in discussions, and exchange knowledge with an extensive network of peers and Oracle experts. By offering real-time collaboration and knowledge exchange, the My Oracle Support Community brings together Oracle customers and partners to discuss and quickly address product-related questions.
TO find a community –use the ‘My Communities’ section on the left hand side
To manage subscriptions, go to profile tab
Review Community functionality
provides the ability to subscribe and participate in the Communities that are of the most interest to a subscriber – filter out the communities you want to see
Community threads are integrated into the Knowledge Management search engines
include a Reward and Recognition Program where we find opportunities to recognize users for their participation and success within the community
the main idea behind the My Oracle Support Community is to connect people and to develop information. Oracle does this by using tools such as discussion forums, document exchange, tagging, searching, and messaging.
These business tools provide
immediate access to an extensive network of resources to locate answers to questions
have access to Oracle experts, industry peers, and an aggregate of knowledge resources
provide access to resolution information including the dynamic, personalized interface on my My Oracle Support as well as the robust search capability against collective community knowledge
a venue to share best practices and knowledge with peers and experts

20. My Oracle Support Tips

21. Access to My Oracle Support (MOS)
Login at
Valid Support Identifier needed
New Users need to register
Then, request to add Support Identifier to profile; Customer User Administrator (CUA) will approve
CUA - Helpful KM documents
FAQ: Customer User Administrators - Guide for new CUAs ( )
What to do if you have no Customer User Administrator for your CSI on My Oracle Support ( )
How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) ( )
Questions or Problems with registering/logging in, call Global Support
US number =

22. My Oracle Support
Once you log in, you see that My Oracle Support provides personalized, proactive, and collaborative support. It is the single point-of-entry for all interactions with Oracle Support and brings you a comprehensive dashboard to manage service requests, knowledge articles and more. This dashboard includes a knowledge region making you aware of problems and situations that are relevant to your product(s).
Each time you log into My Oracle Support you will be directed to the dashboard which is completely customizable. Here you choose from a variety of regions which can be personally designed so that each time you log in you are presented with the information that is specific to what you want and need to see.
Over the next several screens we will look more closely at the dashboard and some of the regions and options for customization.

23. Using PowerViews
The PowerView is one of the most beneficial tools available. PowerViews narrow your search results, providing information down to the product(s) that apply directly to your individual needs.
The PowerView functionality allows users to only see targeted information and hide information that does not apply. A PowerView can be created and saved for a single product, multiple products or an entire product line.
To create a PowerView for a single product, simply click on the PowerView icon and select new. Select Product from the first list of values. Then start typing any portion of the product that you would like to select a list of matching values will be displayed. Highlight the correct value and it will be used for the PowerView. Click OK or Apply to use this PowerView just one time, or click Save and name the PowerView to use it over and over again. To create a PowerView for multiple products click on the magnifying glass icon to the right of the input field. This will produce a tree format in which the user can drill down and check the products that are of interest.
You can also set up a powerview using something other than product like Support Identifier.

24. Explore Knowledge Available
Moving on from the dashboard into the Knowledge section…
As I mentioned, I’ll be giving you a high level intro to the KB and will equip you with additional resources to make yourself more familiar with MOS.
This information helps our customers avoid known issues, reduces risks by using Oracle best practices, and ensures that systems are optimized. The Information in the knowledge base comes from our experience with root-cause analysis, best practices, and preparation for new product releases.
There are approx 21,000 solutions in the Primavera KB.
The Knowledge Tab itself allows for customization through the availability of a regions including: Browse Knowledge, Knowledge articles, Recent Activity, and In the Knowledge This allows for a more comprehensive look and seamless access to the available information.
Browse knowledge allows users to navigate through the product hierarchy to specific folders of content in order to eliminate noisy results generated from generic queries against the entire knowledge base. You can also simply type “PRIMAVERA” in the product browser search field on the upper left and select which Primavera product you are interested in, then click the blue arrow icon next to the field to narrow your search to Knowledge articles  related to your selected product.
Searching the knowledge base using the browser feature is a support best practice and is the best way to access product specific information. From the Knowledge home page, advanced search capability along with easy-to-use regions and hierarchical menus greatly simplifies finding pertinent information quickly.
The "knowledge  search field in upper right corner of the header, by default, searches through ALL product content.   To search for product-specific info here,  click "Advanced Search" in the header search field and select the product you want to search on
For more information on the Knowledge Home page and searching and browsing the Knowledge Base, view the Searching and Browsing My Oracle Support viewlet found within Note
This note reviews the power view feature and is about 20 min long. I will review this feature in the next slide.
See document id for additional information on Knowledge Home and Searching

25. Sources Available to Search
Let’s take some time to review what sources are available for you to search.
Right now we are seeing that the knowledge base is the search source. By clicking on the button to the left of the source box, you will see a list of available sources.

26. Recent Searches
There is also the ability to see what searches you’ve recently performed. Be sure to have the ‘recent activity’ region set up on your Knowledge Home page. To see recent searches, go to ‘recent activity’ and click in the recent searches tab.
Favorites also shows up here.

27. Service Requests
As we move across the tabs in My Oracle Support to the right, we go to the Service Requests tab where you can view/manage your service requests. You have the capability to filter these by severity, status, etc. and can create a new SR on this page using the Create SR button.
You will be able to see all SRs entered against the SI that is associated with your profile. If you need to see all Service requests across your company, please ensure that you have all of your company’s support identifiers associated with your profile. Once you’ve added all Support identifiers for your company, you have the ability to filter SRs by SI too if you have the need.

28. Contact Preference
When entering the SR, there are 2 things I want to highlight – your contact preference and the service request profile.
First, about the contact preference. Be sure to select your preferred method of contact in the general information section of the service request. The support engineer who is assigned to your SR will know the best way to reach you. If there is no contact pref selected, it defaults to ‘update to SR’ which is the web contact method.

29. Service Request Profile
Second topic I want to cover on service requests is the service request profile.
When creating an SR you are prompted to enter lots of information. If continually entering SRs for the same product/version/platform after entering the information, type in a name in the Save as SR Profile Name to save time.
Next time you enter an SR, this Profile will be available on the General Info screen under the AutoFill - Product Information area. Selecting a profile will fill in the Product, Version, Platform and Platform Version. <<The user must still select a Tools Version (for Primavera) and a Category on the Product and Problem tab, but using Profiles can help save keystrokes.>> SR profile also stores the contact preference.
SR Profiles are managed in the "MORE" > "Settings" > Service Request Profiles   menu option
My Oracle Support knowledge document # (Primavera MOS Tips contains this info)
Initial SR
Subsequent SRs

30. Best Practices
for Reactive Issues

31. Support Service Request Process
Customer has Technical or Application Issue
Search Help, Docs and Knowledgebase
Create a Service Request using MOS or Hotline ( )
SR is created and assigned to a PGBU Engineer
Let’s start with an overview of the support service request process, including best practices when submitting an issue. When you encounter a support issue – the first thing you want to do is search the knowledge base for a possible solution. In order to gain access to the knowledge base, a CSI is required. CSI stands for Customer Support Identifier and is supplied to you as part of your support contract.
*As you are searching the knowledgebase, please keep in mind that our support process requires the support engineer to quickly create content when a new issue is discovered and the engineer makes that issue and associated solution available in the knowledge base.*
If you do not find anything in the knowledge base, then you want to log your service request through My Oracle Support OR call the support hotline for your region. When logging your service request a best practice right up front is to provide as much detail as possible about your issue. Please provide us with the product and current version/release information along with the appropriate severity level which gives us insight into the impact on your day to day business operations.
Once the SR has been created, it is assigned to an engineer. You now have a service request number and you may reach the engineer assigned to work on your service request by following the steps in the blue box. Call the Oracle Support hotline and press 1 for tech issues, 9 for ‘other products’, 1 for existing SR. You will be prompted to enter your SR # and will be routed to the phone extension of the assigned engineer.  If the engineer is not available when you call, you will have an opportunity to leave a voic for the assigned engineer.
Next we will move into some key pieces of the Service Request process including
Severity level
Things to remember when working on a service request
Escalation of SRs
Once SR is assigned, to reach Engineer directly:
Call
Press 1 for Existing Service Request
Enter the SR Number, then #
Press 1 to confirm SR Number

32. When Working a Service Request
Documentation is essential
Milestones / Key Project Dates
Request phone calls where appropriate
Request Collaborative Support sessions when appropriate (OWC)
Test in standard environments
Monitor changes in SR Status and Severity
Communicate when a change in Severity becomes necessary
Escalate concerns via the Escalation Process

33. Escalation = Talking with a Manager
Escalation Process
Escalation = Talking with a Manager
Escalating an issue means bringing Oracle Support Management attention to your SR
Provides a 2-way dialogue with a Manager in Support
Escalation is not required to adjust the severity of an SR
To change the Severity up or down, simply update the SR, ask the assigned Engineer, or call the Oracle Support line to request a change
Asking to adjust the Severity of your SR is NOT considered an escalation
Severity increases may be discussed during an escalation dialogue with a Manager

34. Other Global Support Hot Lines:
Escalation Process
Call US:
Other Global Support Hot Lines:
The Service Request (SR) Escalation process exists for GCS customers. It is available to all Support customers 24x7, 365 days per year.
If at any time the customer is not satisfied with the progress on a Service Request, they may request escalation. To request escalation, the customer should call the standard support hotline number – where the call will be answered by a live person in the Global Customer Hub.
During normal business hours, the Oracle Support Manager targets returning the call to the customer within thirty minutes.
A couple of best practices when working with the escalation manager. First , the customer should understand the next action and when it will occur before leaving the conversation with the escalation manager. Second, the customer should ask for the escalation manager’s direct phone number. That way if the customer has additional information or questions on the specific escalation they can contact the manager direct.
Most issues are resolved at the Oracle Support escalation manager level however if the customer is not satisfied they have the option to escalate further. We ask that the customer allows the time for the escalation process to work at each level of management.
If the customer is escalating at the VP or executive level it is important the customer has someone available at that same level to discuss the situation. By the time the escalation has reached the executive level, it is about more than the initial technical issue that started the escalation process. The ability to have that person available to have that peer level conversation is important to keep the issue moving.
*Note: For a better understanding and to learn how to navigate within MOS, follow the links and documents on this slide.
V.P. or Executive
Senior Manager
or Director
Manager /
Escalation Manager
Support Representative
Customer

35. Check out the new Support Resources
Summary
Check out the new Support Resources
PICs, Advisor Webcasts, OCM and Healthchecks
Sign-up for the Oracle Primavera Support Newsletter
Remember to use PowerViews, set your Contact Preference and save SR Profiles in MOS
Provide key information when logging an SR
Enjoy the rest of Collaborate 11!

36. Q
& A

38. Bring up on stage two customers to tell the audience about their experiences.
Manpower Associates is a $14.9B global company with 27,000 employees in the temporary staffing business. Manpower runs a combined PeopleSoft Enterprise and JD Edwards EnterpriseOne shop. These experts in human resources use Enterprise HCM for their own staffing and EnterpriseOne Payroll and Service Billing for handling the large volumes of US-based temporary staff. Manpower is very happy with Oracle’s support since purchasing PeopleSoft and is looking forward to a long relationship with Oracle.
Spokesperson will be Jay Schaudies, Vice President, Global eCommerce.
Welch Foods is the food processing and marketing arm of National Grape Cooperative Association. Organized in 1945, National Grape is a grower-owned agricultural cooperative with 1,461 members. The company, headquartered in Concord, Massachusetts, operates six plants located in Michigan, New York, Pennsylvania and Washington. The company was running a mix of legacy, home grown, and manual systems that failed to provide senior management with accurate and timely cost and production information. Welch’s required a centralized manufacturing and financial information system to improve management decision making. The solution had to be hot-pluggable with existing technologies, for example, Welch’s Plumtree portal.
Welch Foods chose Oracle over SAP for this business-critical application. The key to the customer’s business problem was their ability to manage costs. The company’s costs are driven by fruit solid content in each of their products, and they use a specialized technique called BRIX for measuring and calculating the cost of materials. Welch’s compared SAP and Oracle SAP’s software was too rigid and, therefore, unable to include the BRIX calculation in their manufacturing solution. Only Oracle’s OPM could bind this custom cost method into the Quality Management Process.
Technology customer yet to be determined. Current possibilities include eBay and FTD Florists.