"Oracle's new AI-powered support portal is frustrating customers and support engineers who are struggling to find the basics, such as old tickets, links to database patch programs and release schedules for current databases. The new support portal from Big Red - My Oracle Portal or MOS - which went live in early December, has been frustrating customers and support staff for the last few weeks. Oracle has yet to respond to a request for comment."
"It is perhaps remarkable that in making these improvements, Oracle seems to have made the service worse. One support professional who spoke to The Register said users were increasingly facing a chaotic situation with MOS. "Obviously, Oracle is using this new AI to cover all customer needs, which is not working that well. Support note numbers get no satisfactory results, automatic service requests can no longer be created by Oracle customers, and patches and fixes are no longer visible because the indices are deleted.""
"Deutsche Oracle Anwendergruppe (DOAF), the German-speaking user group for Oracle users, also noted unreliable and incomplete search, for example, the Exadata Master Note - formerly Doc-ID 888828.1 - does not appear in the search results. There has also been a loss of favorites and personalization in the switch to the new portal, the user group said. Meanwhile, support professional has to waste their time contending with broken or internal links and limited patch search and downloads, the user group said."
My Oracle Support (MOS), relaunched in early December with AI-powered interactions and improved features, is generating widespread user and support-staff frustration. Users and support engineers report inability to find old tickets, database patch program links, and release schedules. Search results are unreliable and some key documents, such as the Exadata Master Note formerly Doc-ID 888828.1, fail to appear. Favorites and personalization have been lost, IDs have changed, automatic service request creation is broken, and patch indices appear deleted or hidden. Community channels including Reddit and DOAF have documented these problems, and Oracle has not replied to requests for comment.
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