Accessing Java Support Through My Oracle Support


Table of Contents


Welcome Letters

After purchasing a Java SE Subscription, your organization will receive a Welcome Letter via email. This letter contains important information, including your organization's Support Identifier (SI), so we recommend that you store it for future reference.

This letter will be sent to the person in your organization who registered the business account and placed the order.

If you need a copy of your organization's Welcome Letter, see How Can I Get A Copy Of The Welcome Letter For A Specific Order? (Doc ID 1075621.1) for instructions.

Alternatively, you can send an email to gcc-supportwelcomeletter_ww@oracle.com with the following information:

  • Order number
  • Date of Order
  • Country of Order
  • Contact name
  • Contact e-mail address
  • Preferred language of the Letter

Support Identifiers (SI)

Overview

A Support Identifier (SI), sometimes referred to as a Customer Support Identifier (CSI), is an ID number that identifies your organization's support agreement.

Your SI is provided in your Welcome Letter, which was emailed to the person in your organization who purchased the Java SE Support subscription.

The best way for members of your organization to work with Java Support is via My Oracle Support. Each individual should have their own My Oracle Support Account, and they will need the SI to create an account. There is no limit on the number of accounts that can be associated with a given SI.

If you are not the person who purchased the subscription, a Customer User Administrator (CUA) in your organization can provide you with the SI.

Note: If your organization has multiple support agreements with Oracle, it will receive one SI per agreement.


Managing Support Identifiers

Your organization's Customer User Administrators (CUAs) control who within the organization can access a Support Identifier (SI). There are two tools available to achieve this: SI Groups and Default SIs.

Support Identifier Groups (SIGs) are useful when multiple groups within an organization need access to the same SI, but each wants to manage control within that group. In this case, the SI is split into groups, each with their own CUAs. This decentralizes control of an SI.

Default SIs are used when an organization has multiple support agreements with Oracle. The Default SI is an umbrella SI, and the various SIs for the different support agreements are placed "under" the Default SI. This centralizes control of all of the SIs.

To learn more about both, see How to Create and Manage Support Identifier Groups (SI Groups or SIGs) (Doc ID 1569482.2). Although this document is primarily about SIGs, Default SIs are covered in the Just the Facts section.


My Oracle Support Accounts

A My Oracle Support (MOS) Account is required to file Service Requests, which is the best way to work with Java Support. With a MOS account you can also access the knowledge base, which is full of useful information about the JDK. We recommend creating a MOS account as soon as you receive your Welcome Letter.


Creating an Account

The first step is to create an Oracle account. You will use this account to log in to My Oracle Support (MOS).

  1. Go to the My Oracle Support portal.
  2. In the Email field, enter the email address you want to use for your account, then click Next.
  3. You will then see a message that reads “We don’t recognize your email.” Click on Create a My Oracle Support account.
  4. Fill out the form and click Create Account. Important: For "Company Name" you will need to use the name of your organization as it is written on your Welcome Letter. If you are unsure of what to enter, contact your Customer User Administrator (CUA).
  5. You will receive a verification email. Follow the steps in the email to verify the account.

Important: The first person in your organization who creates an Oracle account must do so using an email address from your organization's domain. In other words, it should look something like "firstname.lastname@yourorganization.com". Although we recommend using corporate emails, subsequent accounts can be created using any email address.


The next step is to connect your Support Identifier (SI) to your MOS account.

  1. Go to the My Oracle Support portal.
  2. Enter the email address you used to create your account in the Email field, then click Next.
  3. You will be presented with a variety of login options. Click Support for Oracle Hardware, Software, and Managed Cloud. If the "Add Support Identifiers" page automatically appears, skip to step 6 below. Otherwise proceed to step 4.
  4. Click on your user name in the top right of page to open the drop-down menu.
  5. Click on My Account.
    User name dropdown menu
    Important: Make sure you are scrolled up to the top of the web page and can view the "Support Identifiers" section. You may need to expand it using the downward-pointing arrow.
    Arrow button
  6. Click on the Request Access button.
  7. In the "Support Identifier" field, enter your Support Identifier. You can find this number in your Welcome Letter under "SI", or get it from a Customer User Administrator (CUA) in your organization.
  8. Click on the Request Access button.
  9. You will receive an email when your access has been approved.

If you are the first person to create a MOS account with this SI, Oracle Support will approve your access. If you are not the first, then a CUA in your organization will approve your access.

If you are the first member of your organization to register the SI, you will be prompted to accept the Customer User Administrator (CUA) role.


Adding a Support Identifier to a My Oracle Support Account

A My Oracle Support (MOS) account can have multiple Support Identifiers (SIs) attached to it. For example, if you are already an Oracle customer for a different product and have a MOS account, you will still need to add your Java SE Subscription SI to that account.

If you already have a MOS account, and want to add an SI to it, follow these steps:

  1. Go to the My Oracle Support portal and login.
  2. Click on your user name in the top-right corner to open the drop-down menu.
  3. Click on My Account.
    User name dropdown menu
    Important: Make sure you are scrolled up to the top of the web page and can view the "Support Identifiers" section. You may need to expand it using the downward-pointing arrow.
    Arrow button
  4. Click on the Request Access button.
  5. In the "Support Identifier" field, enter your Support Identifier. You can find this number in your Welcome Letter under "SI", or get it from a Customer User Administrator (CUA) in your organization.
  6. Click on the Request Access button.
  7. You will receive an email when your access has been approved.

If you are the first person to associate this SI with a MOS account, Oracle Support will approve your access. If you are not the first, then a CUA in your organization will approve your access.

If you are the first member of your organization to register the SI, you will be prompted to accept the Customer User Administrator (CUA) role.


Getting Help and Using the Knowledge Base

Overview

My Oracle Support (MOS) is Oracle's support portal and knowledge base. MOS is the primary way you can work with Java support. Through MOS you can open Service Requests to get assistance both with Java-related issues and account-related issues; download the JDK and components; search the knowledge base; and control who in your organization has access to your Support Identifier.

The first thing you will need to do is create a My Oracle Support account, and then associate that account with your organization's Support Identifier (SI) for Java SE.

You can get the SI from a Customer User Administrator (CUA) in your organization. If you are the first person to create a MOS account, then you can get the SI from the Welcome Letter that was sent to your organization after the subscription was purchased.

Learn More


Get Help Now: Open a Service Request

Opening a Service Request (SR) is the best way to get help right away. One of our support engineers will review your Service Request and respond as soon as possible. You do not need to try resolving the issue on your own first.

You can open an SR for any Java-related issue, question, concern, or anything else, and the Java Support team will respond. (Note: you will need to create a My Oracle Support account first.)

If you are unsure that the problem is Java-related, you can still file an SR. As long as your system is running Java, we can help you out. 

You can even open an SR if you are using a non-Oracle Java runtime. See Support for Non-Oracle Java Runtimes Policy for more information.


Technical versus Non-Technical Service Requests

There are two types of Service Requests: technical and non-technical.

Technical SRs are for problems or questions related to Java functionality or performance.

Non-technical SRs are for questions not specific to Java. For example, questions about or problems with your account; using My Oracle Support and filing SRs; downloading; and licensing and entitlement questions.


How to Open a Technical Service Request

  1. Sign in to the My Oracle Support portal.
  2. Click on the Service Requests tab. The Service Requests Home screen opens.
    Service Requests tab
  3. Click on the Create Technical SR button.
    Create technical SR button
  4. The portal will now walk you through the rest of the process. Note: In the Product field, enter Java SE JDK and JRE.
    Enter Java SE JDK and JRE in the Product field

Important: Please provide as much information as you can. The more details you can give us, the faster we can resolve the issue. However, if you are not sure about something, just do your best. For example, if you don't know which item to select in a drop-down menu, just pick anything. Use the Problem Description text box to explain what you are experiencing and we will sort out the rest later.

For more detailed instructions on filing and managing both types of service requests, see Creating Service Requests in the My Oracle Support portal (Doc ID 1949246.1) on the My Oracle Support portal.


How to Open a Non-Technical Service Request

  1. Sign-in to the My Oracle Support portal.
  2. Click on the Service Requests tab. The Service Requests Home screen opens.
    Service Requests tab
  3. Click on the Create Non-Technical SR button.
    Create non-technical SR button
  4. Describe the problem you are having, or the question you would like answered, in the Problem Summary field.

For more detailed instructions on filing and managing both types of service requests, see Creating Service Requests in the My Oracle Support portal (Doc ID 1949246.1) on the My Oracle Support portal.


Customer User Administrators (CUAs)

Overview

A Customer User Administrator (CUA) is a member of your organization. They can approve access to My Oracle Support for other employees.

The first person to register your organization's Support Identifier (SI) with My Oracle Support will be prompted to become the initial CUA. If this person does not accept the role, they will not be able to use My Oracle Support until another member of your organization has accepted the CUA role.

The initial CUA can then designate other employees as additional CUAs. Oracle Support recommends having a minimum of 3 CUAs to ensure coverage.

CUAs can also create and manage SI Groups and Default SIs; see Managing Support Identifiers for more information.


Approving Users

As a CUA, when members of your organization create a My Oracle Support Account and request access to your Support Identifier, you will need to approve or deny their access.

Instructions are available in How-to use My Oracle Support - Customer User Administrator (CUA) Role and Responsibilities (Doc ID 1544004.2). In the Just the Facts section, select Approving Users from the left-hand menu.


More Information

The following documents on My Oracle Support (MOS) cover the CUA role in detail.

You can also refer to Being a Customer User Administrator in the MOS documentation. The documentation does not require a MOS account.


Basic Searches

For help with JDK issues, the best way to search the MOS knowledge base is by using the Knowledge Base pane, available in the Dashboard and Knowledge tabs.

Under Select a product or product line, select Java SE JDK and JRE.

Enter Java SE JDK and JRE in the Product field

Then enter your search terms and click Search.

Tip: Many Oracle products use Java, so there are many documents in the knowledge base related to Java but are specific to those products. Documents with "[Java SE]" in the title were written by the Java Platform Group and are specifically about the JDK. Try adding "[Java SE]" to the front of your search terms to bring-up these documents. This prefix has been omitted from document titles in this handbook.


Quick Searches

You can also perform a quick search by entering search terms in the text box in the top-right corner of the screen:

The quick search field

Tip: Searching for a document's ID number via the quick search will take you directly to that document.

Learn More


Important Java Documents

The following documents on MOS contain information important for all Java users.


My Oracle Support Training Documents

There are many documents on MOS that will show how to use the portal. These are good places to start:

You can also review the My Oracle Support Documentation.