Oracle Cloud Infrastructure Documentation

Configuring Your Oracle Support Account

The first time you use Oracle Support in the Console, you're automatically taken through a series of steps to provision your support account.

To make changes, or if you run into problems, this page explains how to manually update your support account settings. If you're a tenancy administrator, the first time you use Oracle Support in the Console, you might need to approve yourself as a user in MOS.

The following steps are automatically completed for you during the provisioning process. These sections explain how to manually change your account settings.

To use an identity provider other than IAM, IDCS, or Okta, follow the steps to link the identity provider account to your MOS account.

Approving Pending Users (Administrators)

If you're an administrator, you need to accept the MOS terms of service and approve pending users. Follow these steps to approve users in MOS:

  1. Go to My Oracle Support and sign in.
  2. Accept the terms and conditions, and then click Next.
  3. Navigate to the My Account page: Go to your username at the top of the page, open the menu, and then click My Account.
  4. In the menu bar at the top of the page, click the Message Center icon, and then click Approve Pending User Request.
  5. Approve the user.

Adding an Email to Your IAM User Account

To create support requests in the Console, your user account must have an associated email address. The first time you create a support request in the Console, the provisioning process adds this email for you. If you want to add the email manually, you can follow these steps.

If your user account already has an email address or you aren't an IAM user, this section doesn't apply.

  1. Open the Profile menu and click User Settings. Your IAM service User Details page is displayed.
  2. Click Edit User.
  3. In the Email field, enter your email, and then click Save Changes.

Accessing Support as an IAM User in a Custom Identity Domain

Add a policy to grant IAM users in a custom identity domain access to support.

Users can be members of either a default or a custom identity domain. For users that are in a custom identity domain, you must add the following policy to grant them access to support:

allow group <user_group> to read domains in tenancy

For more information about policies, see Overview of Working with Policies.

Creating an Oracle Single Sign On (SSO) Account

To create service requests with My Oracle Support, you need to have an Oracle Single Sign On account and register your Customer Support Identifier with My Oracle Support. The first time you create a support request in the Console, the provisioning process creates an Oracle Single Sign On account for you if needed. To create the account manually, you can follow these steps.

Tip

Before you begin this procedure, have your CSI number available. Not sure what that number is or how to find it? See Finding Your Customer Support Identifier (CSI).

To request an SSO account and register with My Oracle Support:

  1. To create your Oracle Single Sign On account, go to the My Oracle Support Create Your Oracle Account page.

  2. Enter your company email address in the Email address field, complete the rest of the form, and then click Create Account. A verification email is generated.

    Important

    If you use an identity provider other than IAM or Okta, this email address must match the username that you use with your identity provider. For example, your IDCS username must match your IDCS email.

  3. Check your email account for an email from Oracle asking you to verify your email address.

  4. Open the email and click Verify Email Address.
  5. Sign in with the credentials you just set up.
  6. At sign-in, you're prompted to enter a Note to the Approver and the Support Identifier (your CSI).

  7. Click Request Access.

  8. Enter the first five characters of the name of the organization that owns the Customer Support Identifier (listed in the Welcome letter), and then click Validate. The support identifier appears in the table.
  9. Click Next.
  10. Enter your contact information and click Next.
  11. Accept the terms and click Next.

If you're the first person requesting this support identifier, the status of the request is pending until you receive approval from the Customer User Administrator (CUA) or from Oracle Support.

Changing Your Linked Account

To change the Console user account linked to your MOS account, follow these steps. You might want to change your account if you have an Oracle support account that doesn't use your Oracle Cloud Infrastructure profile email. For information about IAM user accounts, see Sign In to the Console.

  1. Open the Profile menu and click User Settings. Your IAM service User Details page is displayed.
  2. Click More Actions > Link Support Account.
  3. If needed, the Oracle account sign-in page prompts you to enter your Oracle credentials. Enter the User name and Password of the Oracle support account that you want to link to this user, and then click Sign in. The IAM user account is linked to the Oracle support account. The email address associated with the support account is displayed in the user details in the field My Oracle Support account.