Have you ever read a Siebel knowledge article about an issue and wondered if the issue has been resolved? If so, make your self comfortable and keep reading!
As the Knowledge Champion for the Oracle CRM Line of Business, I have some good news to share. There have been some recent new features in My Oracle Support that can help you with tracking Siebel bugs and finding fixes for issues. First, let's talk about adding bugs to your favorites.
When you are viewing a bug that you want to track, the first step is to add the bug to your favorites. Bug Favorites are similar to document favorites. Click the star icon near the bug title to add it to your favorites.
|A favorite bug:||Not a favorite bug:|
You can use the Bug Tracker in the MOS Dashboard to track the progress of bugs that you have added to favorites. If the bug tracker is not visible, you can enable it by editing your Settings on the dashboard.
The Bug Tracker lists all of your favorite bugs, indicates when they have last been updated and also highlights the ones which have a code fix (status 90). An example of this is shown below.
Knowledge, Patches and Bugs Related to This Bug
When you view a bug in MOS, there is also a link to view the Knowledge, Patches and Bugs related to this bug. This will show you the Bug Matrix for the bug which includes three parts:
- Knowledge Related to This Bug
- Bugs Related to This Bug
- Patches Related to This Bug
Knowledge Related to This Bug
The information in the Knowledge Related to This Bug section of the bug matrix will show you the documents for the bug which was selected. As a result, you may need to drill down on each of the bugs of interest and view each of the bug matrices to see what documents may be available. This functionality may be improved in a future MOS release. Use the Knowledge section to view documents about the issue to see if there are any known workarounds for the issue. There are some case where running a MOS search for the bug will find additional documents, so please consider doing a simple search for the bug in MOS as an additional best practice.
Bugs Related to This Bug
We sometimes refer to this as the bug tree. In this section you will see all of the bugs which have been logged for the issue which are set to customer visibility. Please note that the version information shown in the Bug Matrix table may not always be very useful (some records may indicate "1.0") but you can look for the bugs with status 90 as these are the ones where there has been a code fix. You will need to drill down on each bug of interest to determine exactly what version the bug code fix is for. This functionality may be improved in a future MOS release, but having this information can be very useful if you do a little digging. A list of the bug statuses are here: https://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP253
Patches Related to This Bug
The information in the Patches Related to This Bug section of the bug matrix will show you the patches for the bug which was selected. As a result, you will need to drill down on each status 90 bug to see what patches are available or drill down in the bug tree to find these details. This functionality may be improved in a future MOS release; I never get tired of saying that .
Some Details on the patches that are / are not listed here:
- For versions above 22.214.171.124, the patches for the bug are listed in the Patches section.
- Note that major releases (like 126.96.36.199) are not currently shown in the Patches section.
- Patchsets like 188.8.131.52.10 and 184.108.40.206.11 should show up in the patches section.
Be aware that on 220.127.116.11 and 18.104.22.168 the older patchsets will likely be password protected and not be available. But if you can confirm that the issue is fixed in an older patchset for the same version it will be in the current highest patchset for that same version due to the cumulative nature of these patchsets.
I believe that you will find these new features will in some cases allow you to answer the age old question of "has this issue been fixed yet" without having to log a service request or post in communities.
You can use these features to add additional open bugs from the bug matrix to your favorites to stay informed about the issues that you need to track.
Please check out the Bug Matrix and add some issues to your Bug Favorites and track them with the Bug Tracker. Let us know if you find these features useful.
The main document which lists the current fix packs for 8.1/8.2 Doc ID 975515.1 has a section which also explains how to track bugs.