Hosted by Chandra Wobschall and Paul Houtkooper

Hey JDE Connection listeners – Chandra and Paul here!

This episode came straight out of real-world questions we’ve been hearing from the JDE community. Over the past several weeks, many of you have been logging in, clicking around, and saying some version of: “I know what I’m looking for… I just can’t find it anymore.”

So, we decided it was time to talk about the new My Oracle Support (MOS) experience and we brought in someone who lives and breathes this space to help us do it right.

Joining us was Yannick Melendez, a senior manager in Oracle Support, who helped walk us through what’s changed, what hasn’t, and how customers and partners can navigate the new portal with a little more confidence

A New Look Doesn’t Mean a New Mission

The first thing we wanted to clear up is something easy to forget when the UI changes: support itself hasn’t fundamentally changed.

Yes, MOS has moved to the cloud.
Yes, it has a modern Redwood look and feel.
And yes, that means some workflows feel different at first.

But the core goals remain the same: help customers be successful, resolve issues, and keep business moving. As Yannick explained, this was an intentional modernization effort, not a reinvention of how support works.

“Can I Still Search for Bugs?”

One of the most common questions Chandra heard recently from SIG members is about bug visibility.

The short answer:

• Completed bugs are still searchable and referenceable.
• Open bugs now require going through a Service Request (SR).

That extra step can feel frustrating at first, but Yannick explained the reasoning behind it. By tying bugs to SRs, support can validate real customer use cases, avoid mismatches, and make sure development has accurate information about impact and priority.

The important reassurance? Your voice still counts.
Enhancements, bug demand, and customer interest are still tracked and shared with development, just through a slightly different path than before

Searching Without Losing Your Mind

Let’s talk search, because if there’s one thing everyone agreed on, it’s that finding the right document has always required the right wording.

Yannick shared several practical tips:

• Use specific terminology (for example, “JD Edwards” or “EnterpriseOne”)
• Take advantage of the product filter to narrow results
• Click “View More” to focus on documentation when that’s what you’re after
• Legacy document IDs still work – everything was migrated

In other words, the information is still there but learning how the new filters work will save you a lot of scrolling

Where Did My Certifications Go?

Another hot topic: certifications.

They didn’t disappear, but they did move. Certifications now live under Patches and Product Certification Matrix, and you’ll need to switch tabs once you’re there. It’s one of those changes that makes sense once you see it but can be easy to miss the first time through.

The key takeaway: same data, same accuracy, just a new location and layout.

Have no fear, the MOS support team is here

One important takeaway is: use the MOS support team for MOS questions.

Even though it’s tempting to ask friends, colleagues, or the podcast hosts, Oracle has a dedicated team specifically for portal-related issues. Opening a non-technical SR for MOS access or navigation problems is still the fastest way to get help, especially for access issues or missing buttons.

Change Is Hard… But Not New

We wrapped up by acknowledging something everyone feels: change is uncomfortable. MOS has evolved many times over the life of JD Edwards, from phone calls, to web portals, to today’s modern cloud experience. Each shift came with a learning curve, and this one is no different.

But the intent is the same as it’s always been: supporting customer success.

A Holiday Table Moment

Before we signed off, we found ourselves reminiscing about holiday traditions – specifically the kind of food that divides the table into two camps: those who grew up with it and those who eye it suspiciously from across the room.

Let’s just say it involves fish, vinegar, strong opinions, and the realization that tastes (and courage) tend to change as we get older. Some traditions you avoid as a kid… and reconsider as an adult.

Until next time, let’s keep learning, sharing, and laughing together

Toodles!

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