Using Oracle Support for the First Time

Before you can create Oracle Support requests either with My Oracle Support or in the Console, you need to configure and link your user accounts. The following sections guide you through the steps required to enable your user account to create support requests.

  1. Creating an Oracle Single Sign On (SSO) Account
  2. Third-Party Federation and Provisioning
  3. Linking an IAM User to a My Oracle Support Account
  4. Linking Other Identity Providers
  5. Registering your CSI for Oracle Cloud Infrastructure

To complete steps one and five, you need to have your Customer Support Identifier (CSI) number available. If you need to locate that number, see Finding Your Customer Support Identifier (CSI).

Creating an Oracle Single Sign On (SSO) Account

Before you can create service requests with My Oracle Support, you need to have an Oracle Single Sign On (SSO) account and register your Customer Support Identifier (CSI) with My Oracle Support. If you already have an Oracle SSO account, use your existing account and go directly to Linking an IAM User to a My Oracle Support Account.

Tip

Before you begin this procedure, have your CSI number available. Not sure what that number is or how to locate 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 (SSO) 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, IDCS, or Okta, this email address must match the user name that you use with your identity provider.
  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 are 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 are 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.

Third-Party Federation and Provisioning

Oracle Cloud Infrastructure supports federation with Microsoft Active Directory via Active Directory Federation Services (AD FS), Microsoft Azure Active Directory, Okta, and other identity providers that support the Security Assertion Markup Language (SAML) 2.0 protocol. For more details, see Federating with Identity Providers.

When you use third-party federation for your identity provider, you must use SCIM (System for Cross-domain Identity Management) to provision federated users. Using a SCIM client to provision users in Oracle Cloud Infrastructure allows users to access support in the Console. SCIM is an IETF standard protocol that enables user provisioning across identity systems. Oracle Cloud Infrastructure hosts a SCIM endpoint for provisioning federated users into Oracle Cloud Infrastructure.

For details about how to use SCIM to provision federated users, see User Provisioning for Federated Users. The steps for using a SCIM endpoint to provision federated users into Oracle Cloud Infrastructure vary depending on your identity provider. In all cases, you need to provide the SCIM base URL and appropriate credentials in your identity provider's user provisioning tab or window. The credentials vary depending on your identity provider.

The SCIM base URL follows the convention:

https://<home-region>.scim.oci.oraclecloud.com/v2

where the <home_region> variable is your Oracle Cloud Infrastructure tenancy's home region.

For example, if your home region is US East (Ashburn) enter:

https://us-ashburn-1.scim.oci.oraclecloud.com/v2

If your IdP is Okta and you do not have an existing federation with Okta, follow the instructions in the white paper, Oracle Cloud Infrastructure Okta Configuration for Federation and Provisioning. This paper includes instructions for both setting up your federation and provisioning with SCIM.

Linking an IAM User to a My Oracle Support Account

To file support requests directly from the Console, each user must link their IAM user account with their My Oracle Support (MOS) account. You only need to complete this step once. For information about IAM user accounts, see Signing Up for Oracle Cloud Infrastructure and Signing In to the Console.

Prerequisites

Before you can create this link, you must have a My Oracle Support account. For information on setting up a My Oracle Support account, see Creating an Oracle Single Sign On (SSO) Account.

To link a user to their My Oracle Support account

  1. Open the navigation menu. Under Governance and Administration, go to Identity and click Users. A list of the users in your tenancy is displayed.
  2. Click the user you want to update. The user's details are displayed.
  3. Click Link Support Account. The Oracle account sign in page prompts you to enter your Oracle credentials.
  4. 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.

Linking Other Identity Providers

If you use an identity provider other than IAM, IDCS, or Okta, to access support in the Console, your MOS email address must match the user name that you use with your identity provider.

If your identity provider user name and MOS email address do not match and you would like to access support in the Console, change your MOS email address to a value that matches your identity provider user name.

Registering your CSI for Oracle Cloud Infrastructure

Before a user can submit service requests for a tenancy, their My Oracle Support account must be associated to their tenancy CSI number. If you previously registered for My Oracle Support but need to add the CSI for Oracle Cloud Infrastructure, follow these steps. If you already added the CSI for Oracle Cloud Infrastructure, skip this section.

Tip

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

  1. Go to https://support.oracle.com and sign in.
  2. Navigate to the My Account page: Go to your user name at the top of the page, open the menu, and then click My Account.
  3. The Support Identifiers region displays the accounts that your user name is associated with.
  4. Click Request Access.
  5. Enter a Note to the Approver and then enter the Support Identifier (your CSI).
  6. 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.
  7. Click Next.
  8. Enter your contact information and accept the terms. Click Next.

The status of the request is pending until you receive approval from the Customer User Administrator (CUA).

For more information about signing in and using My Oracle Support, see Registration, Sign In, and Accessibility Options in My Oracle Support Help.

Finding Your Customer Support Identifier (CSI)

The following steps explain how to locate your CSI number.

The Customer Support Identifier (CSI) number is generated after you purchase Oracle Cloud services. This number can be found in several places, including in your contract document and also on your tenancy details page. You’ll need the CSI number to register and log support requests in My Oracle Support (MOS).

To find your CSI number:

  1. Open the navigation menu, under Governance and Administration, go to Administration and click Tenancy Details.

    Navigation menu showing Tenancy Details item

  2. The CSI number is shown under Tenancy Information.

    Tenancy Details page showing CSI number