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Links on Site Tools and Account pages on Oracle Service Cloud Support site
Answer ID 1569   |   Last Review Date 06/18/2020

What are the additional links on the Site Tools and Account pages of the Oracle Service Cloud Technical Support site? 

Environment:

Oracle Service Cloud Support Site

Resolution:

We have added several features to allow our customers more access to managing and monitoring their own site.

To access Site Tools or Account follow these steps:

1.  Login to the Oracle Service Cloud Support Site
2.  Click either "Site Tools" link or "Account" link at the top of the screen

Click the plus sign next to the appropriate heading below to expand that section for viewing.

Site Tools

This page includes information and tools for managing your Oracle Service Cloud implementation. From here, you can manage Oracle Service Cloud Support contacts, schedule upgrades, and find end-user and admin links, license usage, bandwidth, disk usage, and more for your Oracle Service Cloud implementation.

 Contact Management 

Contact Management

The Contact Management link allows our customers to add and remove designated contacts for their company. This allows you to determine who from your company can access the Oracle Service Cloud Technical Support site and submit service requests. For more information on using the Contact Management Page, refer to Answer ID 1560: Using the Contact Management page to add or update designated contacts.


My Partners


If you are a Contact Manager for your own organization, you can add and edit permissions for partners who work with you. Giving your partners permissions allows them to view, update, or create service requests on your behalf. see Answer 10141: Granting Partners Permission to Manage Service Requests for more information.


Manage Hosting Notifications


If you are a Contact Manager for your own organization, you can remove users who do not have a support contact but have been opted in to receive hosting notifications. See Answer 5795: How to receive/opt out of Service and Maintenance Notifications for more information.

 Hosting Services

Request a Release Update

This option links to a knowledge base article which explains how to request an update for your Oracle Service Cloud site:

 Answer 1124: Requesting an Oracle Service Cloud Update. 


Spam Filtering

This option allows you to configure spam filtering for your hosted service mailbox with the Barracuda filters.

For more information on these filters, refer to Answer ID 2345: Barracuda Spam filters on hosted Service mailboxes.


License Compliance Dashboard

This link allows you to generate and export a usage report for your site. 


Site Information

This page lists links to the end-user pages of your site(s) and interfaces as well as the administration launch page links.


Utility Stats

The Utility Stats link allows our customers to view recent run dates and run times for when the techmail, dbstatus, and agedatabase utilities have run for their site. In this way, our customers can determine when a utility has run and if any issues arose.

Click on the utility name to select the utility log you wish to view.
Click to Enlarge
Utility Stats

 

Web Logs

This option allows you to request a web log for your site for a specific date.

For more information on web logs, refer to Answer ID 2431: Requesting a Web Log


 Additional Tools 

Support Experience Dashboard

This dashboard provides a series of charts providing an overview of your service request activity/history categorized as:  Recent Activity, Open Service Requests, Product Usage Profile, Closed SR Analysis, CSAT Information and much more.

Support Notifications

Check here for quick updates related to outages, important service related notifications as well as your organization’s recently logged Service Requests.

My Session Data

This tool provides session information such as session summary, named and concurrent users, storage and mailing/surveys sent. Also available is a link providing a short video with more information about this tool.

 Browser User Interface Insight Information

This tool provides detailed insight into the current readiness status of your site to adopt the new Browser User Interface (BUI) features and to provide guidance on what steps to take to start the adoption process.

Account

This page is all about you. From this page you can update your service requests, and manage your account, including your contact information, password and subscriptions.

Available Options

Account Settings
     Link to Account Settings page where your personal contact details can be set. i.e. Username, First and Last name, Email, Address/Phone, Local Time Zone, etc.

Severity 1&2 Contact Preferences
     This allows you to set how and when you are contacted regarding Severity 1 & 2 service requests

Contact Management
     The Contact Management link allows our customers to add and remove designated contacts for their company. This allows you to determine who from your company can access the Oracle Cloud Technical Support site and submit service requests. For more information on using the Contact Management page, refer to Answer ID 1560: Using the Contact Management page to add or update designated contacts.

Who is my Contact Manager?
     This is a list of contacts from your organization who have been set with 'Manage Contact' permissions. These designated contacts have the ability to add and remove your organization contacts in the Oracle Service Cloud Support site.

My Oracle Contacts

     Provides your organization's Technical Account Manager (TAM) information (if available).

My Partners
     Displays partners associated with your organization (if available).

What is my IP?
     Displays your specific public IP and User Agent information.

Change Password
     Allows you to change your contact password.

Service Requests
     Links to your service request history page, allowing you to view all service requests submitted by your and other contacts from your organization.

Similar to the knowledge base page, phrase searching is also used from the My Account - Service Requests page.  It is also possible to search for a specific reference number by entering the number into the search field. Using the search field drop down, you can search only service requests you have submitted or all those submitted for your organization.
Service Request Tracker
     Enter a specific service request number to review the communication history.

Knowledge Base Notifications
     Link to Answer and Product notifications you have subscribed to. You can also add new product notifications from this page.

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