Eloqua to Oracle IT Guide

March 28, 2013

The Eloqua to Oracle

IT Guide For Employees in
Australia, Belgium, Canada,
Singapore, Germany,
United Kingdom, and
United States

Integration Schedule Overview

Oracle Accounts and Access
Required Software Installations
Oracle Beehive Collaboration
Support Resources

Eloqua to Oracle IT Guide

March 28, 2013

Getting Started With Oracle IT (About this Document)

Oracle IT (Product Development IT and Global IT) would like to welcome you to Oracle! This guide
provides crucial information you will need to migrate to Oracle systems for email, calendar, instant
messaging, and others applications.
Please set aside some time to read through this document before going through the transition steps.
Following are the list of tasks that will need to be completed and are outlined in this document:
1.
2.
3.
4.
5.

Note important dates (Integration Schedule Overview)

Verify that you received your accounts (Oracle Accounts and Access)
Install required software (Required Software Installations)
Configure email and calendar (Oracle Beehive Collaboration)
Change your passwords after you have accessed your accounts (Mandatory Account
Password Changes (After a Successful Login))
6. Get help if needed (Support Resources)

All employees are responsible for getting their own systems up and running. We have compiled an
extensive list of online support resources.
Remote and onsite support presence will be available to you for a limited time, so dont delay setting up
your systems once you receive your accounts.

Important: Most of the links in this document, including the Web tutorials indicated with
, require
access to the Oracle intranet, which will be active after LEC (Legal Entity Combination). You will need to
be in an Eloqua office or use Oracles VPN solution to connect to the Oracle intranet. In addition, some of
the links may require an Oracle login, which you will be provided after LEC.

Table of Contents
Integration Schedule Overview for Employees ........................................................................................ 3
Oracle Accounts and Access ................................................................................................................... 4
Required Software Installations ............................................................................................................... 5
Proxy Configuration.................................................................................................................................. 9
Oracle Beehive Collaboration ................................................................................................................ 10
Mandatory Account Password Changes (After a Successful Login) ..................................................... 13
Support Resources ................................................................................................................................ 14

Integration Schedule Overview for Employees

You will be required to take action on the following dates to move to Oracles IT systems.
Date
Milestone
Action Required
April 1, 2013

April 1 to
April 5

April 1 to
April 19

If you do not receive your Oracle account

emails by the end of the day, please
This is your official first day working for Oracle. contact your Oracle manager or call the
Oracle Global Service Desk (GSD) for
assistance.
User Access Granted. We will begin
provisioning you with Oracle Accounts and
Access
Legal Entity Combination (LEC).

Your Oracle accounts are not the same as

your Eloqua Active Directory accounts. Your
SalesForce.com usernames will stay the same
until further notice.
Complete the Required Software
Employee Onboarding Period.
Installations, Beehive Setup and
Please complete the IT tasks that are listed in Configuration sections outlined in this
this document.
document.
Please set aside up to 6 hours to complete
these tasks.
Transition from Google to Oracle Beehive Organize and begin migration of mail you
wish to keep, calendar events, and
Google mail will no longer be your mail system Google docs to your new Oracle client
as you will migrate to Oracle Beehive.
local folders.

Look for additional communications

forthcoming on these topics.

Distribution lists and generic accounts will not

be impacted .

April 19, 2013

Legacy Email Forwarded to Your Oracle

Account.

To assist with your migration your legacy

email account will continue to be
available to you until May 31, 2013. At
that time, individual email accounts will
no longer be accessible so please do not
delay your migration.
If you encounter an issue with your
Beehive Client Configuration, please
look to utilize the onsite support team.
Also available are Beehive Tutorials and
FAQs found within the IT Guide.
No action is required from you. We will
set up the forwarding for you.

Your legacy Google email will be forwarded to

your Oracle account on April 19, 2013. This
means no new email will be delivered to your
legacy Google account after that date.
This is a legal requirement for integration.

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Oracle Accounts and Access

Starting April 1 or April 3, you and your Oracle manager will begin receiving email notifications of your new
Oracle accounts. Your Oracle accounts are not the same as your Eloqua Active Directory accounts.
Account notifications will be emailed to your current ELOQUA email account from Oracle Global IT
([email protected]). The logins and passwords are case sensitive. After you have received your
Oracle account information, completed your software downloads, and set up your systems, please be
sure to change your passwords from the default passwords you were given (see Mandatory Account
Password Changes).
Below is a list of Oracle accounts that you will receive. You and your manager will receive separate email
notifications for each account.
Oracle Account

Account Description and Related Applications

1. SSO Single Sign On

(Inside the Oracle intranet)

This account provides access to most of the corporate Oracle

browser-based applications including:

Your SSO account name will have

the format
[email protected]

Oracle Beehive: Oracle Email, Calendar, File Storage

(Content), Web Conferencing, Instant Messaging and Mobile
Device Configuration.
Account Provisioning System (APS) and Oracle Identity
Management (OIM) Request new accounts, update account
privileges, create distribution lists (aliases), and manage
passwords.
MyHelp: Log internal helpdesk service tickets that relate to
Oracle systems. Please see Support Resources for more
information about Oracles support model and online resources.
Employee self-service also known as Self-Service
Applications (SSA): This includes complete online tax forms, pay
slips, direct deposit info, timecard entry, vacation requests, and
performance appraisals as well as:
Expense Reporting: Submit expense reports and enroll for
corporate credit card
iProcurement: Order office supplies, ship packages, obtain
purchase orders, etc.

2. VPNVirtual Private Network

Oracle VPN will provide secure remote access to the Oracle

intranet.

Your VPN login will have the

format GUID_cc
where
GUID = your Global User ID or
shortname
cc = the ISO country code

You have to access OIM to change your initial password.

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Required Software Installations

To successfully migrate to Oracle accounts, you must install the necessary software on the computers that
you use. This section describes that process in detail. You should install the software listed in this section
only after you have received your account notifications.
Oracle Desktop Security and Licensed Software Policies
Oracle requires that you install a standard suite of applications to comply with the Oracle Desktop
Security Policy These applications will provide secure remote network access and protect your
system against virus attacks and other network threats. If your line of business and job role require
additional software to be installed, you will be provided those, along with separate instructions for
doing so. Systems that are not used for business purposes should not connect to the Oracle
intranet.
Oracle uses MyDesktop, a service for software license delivery and management, security updates,
virus alerts, and other support for Eloqua personal computers (PCs). MyDesktop is a requirement
for all Oracle-owned or managed PCs in all organizations and lines of business throughout
the world. It is a violation of the Oracle Acceptable Use Policy to remove or disable MyDesktop.
All employees are responsible for complying with Oracles third-party license agreements.
Whenever possible, internal Oracle or existing third party tools should be leveraged first. If your
business justification warrants the expenditure and introduction of new third-party software, then it
is imperative that you take responsibility for ensuring your installations are properly licensed. Oracle
takes compliance seriously and does not condone behavior that places Eloqua at risk. For more
information regarding Oracles policies, please see the Licensed Software Delivery Information
FAQs.
If you report up to Thomas Kurian, please go here for additional instructions.
Installation Steps
Please install these applications only after receiving your Oracle SSO and VPN account information. We
strongly recommend you have your account information either saved locally or written down so you will
have them handy as you will need them for the next steps.
Please perform installations in the order listed below. The installations will use a browser (i.e. Internet
Explorer or Firefox for Windows, and Safari for Mac) to download the software unless otherwise stated.
For a list of other supported operating systems, please see the Alternate OS Support Matrix

Attention Mountain Lion Users

Applications for download from MyDesktop have not been updated to support installation under
GateKeeper. Applications will be updated as vendors release GateKeeper-supported updates.
In the meantime, you must manually allow applications to be installed:
1.
Go to System Preferences > Security and Privacy
2.
Select "Allow applications downloaded from: Anywhere"
3.
After installation of the application completes, return the setting to its default, "Mac App
Store and identified developers.

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1. Install Cisco AnyConnect SSL VPN Client

You must complete this step first so that you can access the Oracle intranet for the rest of the software
installs and Oracle resources.
Windows:
i.

If not on wireless, disable (turn off) your wireless NIC before beginning the VPN install.

ii.

Disconnect any current VPN clients.

iii.

Launch your browser and in the URL tab type: https://myaccess.oraclevpn.com

iv.

Type in your Oracle VPN username and password. (guid_cc).

v.

After logging in, you will see a browser window with a Start AnyConnect button in the center.

vi.

Click on the Start AnyConnect and a java or ActiveX popup window will install the AnyConnect
client.
Note: Disable any popup blockers to allow the window to open.

vii.

Wait for the session to be established.

viii.

After installation and initial connectivity, on Windows machines, you will see a small icon in the
systray (Windows tool bar) indicating connectivity.

Mac OS:
IMPORTANT: This step must be completed in Safari. Chrome and Firefox are not supported for this
step.
i.
Launch Safari and in the URL tab type: https://myaccess.oraclevpn.com
ii.

Type in your Oracle VPN username and password

iii.

After logging in, you will see a browser window with a Start AnyConnect button in the center

iv.

Click on the Start AnyConnect and a java or ActiveX popup window will install the
AnyConnect client. Note: Disable any popup blockers to allow the window to open.

v.

Wait for the session to be established

vi.

Save the file and unzip from its downloaded location

vii.

Launch the installer from the extracted location and follow the on-screen instructions.

If you are not physically sitting in an Oracle or Eloqua office (i.e. a remote user), before proceeding with the
remaining steps, please use the Cisco AnyConnect VPN client and connect to the Oracle network. Learn
more about the AnyConnect VPN client here.

2. Install the MyDesktop Client

Oracle MyDesktop provides software delivery and management, including upgrades and line of
business recommendations. MyDesktop also provides security updates, hardware information, and
virus alerts.
The Java runtime client (JRE) is required for MyDesktop to work. If you do not have a supported
version of the JRE, MyDesktop may give you an error. If you are prompted to install or upgrade
your Java client, please follow the instructions in the prompt.
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If you are not prompted to install Java but you still get a Java error, please first uninstall your
current Java client and then install the latest JRE from one of these links:

Windows:
ftp://obiftp.us.oracle.com/modules/unlicensed/global/jre/1.7.0_17/oracle-jre-1.7.0_17-win-rev2.exe

Mac:
ftp://obiftp.us.oracle.com/modules/unlicensed/global/jre/mac/oracle_jre-7u17.dmg

Windows:

Watch a Web tutorial on installing MyDesktop for Windows

i.
Select the link
http://mydesktop.oraclecorp.com/pls/gds_obi/docs/FOLDER/MYOBI_MISC/MYDTWIN.EXE
ii.
Save the file and execute from its downloaded location.
iii.
If you receive a security warning, select Run.
iv.
Follow the screen instructions to complete the installation.
v.
After installation visit http://mydesktop.oraclecorp.com
vi.
The MyDesktop client should detect your java plug-in and prompt for install if necessary.
.
Mac OS:
The MyDesktop client install is for Intel-based Macs with OS X 10.4 or later

Watch a web tutorial on installing MyDesktop for Mac

i. Download the file from
ftp://obiftp.us.oracle.com/modules/unlicensed/global/mydesktop/mac/mydesktopclient_latest_
mac.pkg
(you may need to copy and paste the above URLs into your browser)
ii. Save the file and unzip from its downloaded location.
iii. Execute the unzipped file and follow the screen instructions.
Linux:
You can download a copy of MyDesktop Client for Linux from here:
ftp://obiftp.us.oracle.com/modules/unlicensed/global/mydesktop/linux/mdc-3.1.0.0.tgz

3. Install McAfee Endpoint Protection (EPP) Anti-Virus Software

Required for antivirus, anti-spyware, and firewall services.
Please uninstall any existing or previous security software, such as Trend Micro Anti-Virus, before installing
McAfee EPP. Go here for the steps on how to uninstall Trend Micro:
https://docs.google.com/a/eloqua.com/document/d/1kQXk4OTI-X2FYRUPY7Rw13P8TXuRGZZiNOiFPrTks8/edit#
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Windows:
i.

Download the McAfee Endpoint Protection Suite here:

ftp://obiftp.us.oracle.com/modules/unlicensed/global/mcafee/epo/win32/tools/mudt.exe

After the install completes, if you are prompted for a reboot, please do so. Leave your computer
connected to the Oracle network for a minimum of a 15 additional minutes to ensure the latest DAT
files (for virus protection) download. A red M icon will appear in your icon bar when the full
installation is completed.
Mac OS:

Watch a web tutorial on installing McAfee for Mac

Please install the McAfee Anti-Virus Protection Suite for Mac from the following location:
ftp://obiftp.us.oracle.com/modules/unlicensed/global/mcafee/epo/mac/mcafee_epp-4.6p29.2.dmg
After the install completes, if you are prompted for a reboot please do so. Leave your computer
connected to the Oracle network for a minimum of a 15 additional minutes to ensure the latest DAT
files (for virus protection) downloads. A red M icon will appear in your icon bar when the full
installation is completed.

Linux:
i.
ii.
iii.
iv.

Navigate to http://mydesktop.oraclecorp.com and select the Download Software Link

Use the OS drop down selector at the upper right of page to select your version of Linux
Type EPP in the Software Field and hit enter
Click the link EPP Client for Linux to download installation file.

4. Install Windows Server Update Services (WSUS)

Windows:

Watch a web tutorial on installing WSUS for Windows

Navigate to: http://mydesktop.oraclecorp.comU9
From the "SOFTWARE" navigation panel in the center of the page, select "Download
Software".
iii. In the Search Options row, type WSUS in the Software field and click on the binoculars
iv. Select GDS WSUSpatch, and follow onscreen instructions
i.
ii.

To Be Installed Later: McAfee Endpoint Encryption (EPE) for Data Encryption

We will send you a follow up email on how to install McAFee EPE in the next 60 days. NOTE: Before
installing McAfee EPE, you will need to decrypt your data files and uninstall Sopha.
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To prevent unauthorized data access and reduce Oracle's risk in the event of theft or loss, you are required
to deploy and use data encryption software. Installation and use of McAfee Endpoint Encryption (EPE) is
mandatory for all Oracle employees with Windows machines with the exception of a few approved
employees, organizations, and countries.

Proxy Configuration
Please note that the Oracle proxy setting should only be used if you are in an Oracle office or using the
Oracle VPN client (Cisco AnyConnect). You must also configure the proxy settings if you are using the
Oracle clear WiFi network.
Windows:

i.
ii.
iii.
iv.

Watch a web tutorial on automatic proxy configuration for Windows

Navigate to http://mydesktop.oracle.com
From the "SOFTWARE" navigation panel in the center of the page, select "Download Software".
In the Search Options row, type Proxy in the Software field and click on the binoculars.
Select GDS Proxy Settings, and follow onscreen instructions.

Manually Configure Internet Explorer Proxy Server (do this if you have Chrome):
1. Open Internet Explorer
2. Select Tools
3. Select Internet Options
4. Click Connections
5. Connected:
* Directly to the Internet: Click LAN Settings
* Using software provided by ISP or wireless broadband card:
1. Dial-up and Virtual Private Network settings: Select appropriate connection
2. Click Settings
6. Select Use automatic configuration script
7. Address: Enter http://wpad/wpad.dat
8. Click OK
9. Click OK
Chrome proxy settings are pulled from the system's IE Internet Options so there's no need to manually input
them into Chrome.
Manually Configure Firefox Proxy Server (do this if you have Macs):
1. Open Firefox
2. Select Tools
3. Select Options...
4. Click Advanced
5. Click Network
6. Click Settings
7. Automatic proxy configuration URL: Click radio button
8. URL: Enter http://wpad/wpad.dat
9. Click OK

10. Click OK
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Oracle Beehive Collaboration

Oracle Beehive unifies email, web mail, calendaring, instant messaging, web conferencing, content
management, and mobile solutions and delivers them through standard protocol clients, integrated web
services, and familiar desktop tools such as Microsoft Outlook, Mozilla Thunderbird, and AppleMail.

Important Information about Your Oracle Collaboration Tools

As you begin the installation and configuration activities for Oracle Beehive, please keep the following key
points in mind.

Oracle will begin redirecting your Eloqua email to your Oracle Beehive account based on the
integration schedule at the beginning of this document. New email addressed to your legacy
email account will be placed into your Oracle Beehive account when the legacy email system is
decommissioned.

Your Eloqua email account will only continue to be available for a limited time, and it will then
be disabled. Before the decommission date, move any email you wish to keep to your local folders.
Do NOT move all existing email in your legacy email inbox into your Beehive Inbox or you will be over
quota and not receive any new email until you clean out your inbox. Use this time to clean up your
email and content and move mail you wish to keep to local folders and Beehive Workspaces.

Oracle Beehive accounts have a standard 1GB workspace quota for Email, Calendar and
personal Content storage.

You, as an individual or business group, own the migration of any and all data you wish to
keep regardless of size or content type.

Content on Oracle Beehive Workspaces is backed up regularly. Data on your laptop or

desktop is not. You are responsible for backing up anything not on Oracle Beehive
Workspaces. Please begin migration of content to Beehive Workspaces now. Additional
communication is forthcoming.

Eloqua email address redirection will remain valid for a period of one year from the final LEC
date. One year and one day from final LEC date, email sent to your legacy Eloqua email address will
begin to bounce back to the sender.

Mailing Lists and Aliases

Mailing Lists (Beehive Groups) - Oracle defines a mailing list as a "one to many" email address that
will deliver to multiple members of that list. All existing Mailing Lists in Eloqua will remain available
until further notice or the legacy mail system is decommissioned.

Aliases - Oracle defines an alias as a "one to one" email address that is not your primary email
account. Such aliases are not allowed. You are provided with one email address for your personal
account and only that account will be forwarded as defined within the HR Database. This is due to
privacy policy and requirements.

All Mailing Lists that are required to maintain existing business processes are the
responsibility of the current owner or team to transition to Oracle. Please work with your new
team to integrate your business process and establish a new mailing list or generic account as
needed. Note that the Oracle line of business will have a specific naming convention and may already
have an account in place that they wish to use, so please do not attempt to create these mailing lists
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or generic accounts without coordination.

Mobile Devices

Once email is redirected to your Oracle Beehive account, mobile device users will need to reconfigure
mobile devices for Oracle Beehive to ensure notifications continue.

Configuration details for each supported device can be found below.

Instant Messaging

All employees will be provided access to Oracle Beehive Instant Messaging. Your existing Eloqua
instant messaging access will be disabled at the same time your email account is disabled.

Beehive Supported Offerings and Installs by Operating System

Below are the steps to install and configure the Oracle Beehive components, as well as resources for
training and learning more about Oracle Beehive.
Identify your operating system and go through the column links to install and configure the Oracle Beehive
components for the software clients you use and appropriate to your operating system. (You may not need
to install every client). You will need to be on Oracle VPN to see these links.
Supported Clients
Client

Versions supported

Windows

Linux OEL

MAC OS

Installation

Installation

Installation

Installation

n/a

n/a

Email and Calendar

Thunderbird

17 ESR

Lightning

1.2.1

Oracle Beehive
Extensions for
Thunderbird
(OBET)

1.0.x
Outlook 2007 is fully supported.

Outlook 2010 is compatible and may

be installed. Support is still limited but
Microsoft Outlook
is available on a best effort basis until
full support is established and
communicated. (Pending)
Oracle Beehive
Extensions for
Outlook (OBEO)

Beehive Server Auto Update

Apple Mail

No Internal Distribution

n/a

n/a

Installation

Apple iCal

No Internal Distribution

n/a

n/a

Installation

Installation

Installation

Installation

Instant Messaging
Pidgin

2.6.5 - 2.10.0 (Windows)

2.7.5 - 2.10.0 (Linux)

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Client

Versions supported

Windows

Linux OEL

MAC OS

Installation

n/a

n/a

n/a

n/a

Installation

n/a

Installation

2.10.0 is the latest supported version

for all OS
Miranda

0.9.x

Apple iChat

NA - No Internal Distribution

Conference
Oracle Beehive
Conferencing
Client (OBCC)

Beehive Server Auto Update (v2.0.1.7) Installation

Java FX
Beehive
Conference)

1.6.0_22 or higher

Set-up Steps Set-up-Steps Set-up Steps

Team Collab
Oracle Beehive
Extensions for
Explorer (OBEE)

2.0.x

WebDAV-Network
n/a
Place

Installation

n/a

n/a

Installation

Installation

n/a

Other Clients/Browsers
Internet Explorer

7.x - 8.x (XP)

7.x - 8.x/9.x (Windows 7)

Available

n/a

n/a

Mozilla Firefox

17 ESR

Available

Available

Available

Safari

5.x (No Internal Distribution)

n/a

n/a

Available

Available

n/a

n/a

Desktop
Integration
Suite

10.1.3

Unsupported Clients

Zimbra Desktop Clients (since June 2009)

Zimbra Lite Web Service from mobile device browsers(since Jun 2009)
Sunbird Calendar Client
Pine Email Client
Trillian Instant Messaging Client
Internet Explorer 6 (since Jun 2009)
Netscape, MomentIM (since Jun 2009)
Google Chrome

Blocked Clients

Mozilla Sunbird 0.9pre version only, effective March 26 2011

Evolution clients up to 2.x, effective Feb 12 2011
Mozilla Lightning versions older than 0.9 as well as Mozilla Lightning 1.0 used with Thunderbird
3.0b4, effective Dec. 4, 2009

Mobile Devices
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Device type

Level of IT Support

Apple iPhone
Fully supported
(Installation Guide)

OS Versions/Devices Supported
OS: iPhone 4.2 or higher
iPad 4.2.1 or higher
iPod Touch 4.0 or higher
Devices: iPhone 3GS, iPhone 4, iPhone 4S, iPod Touch 3rd
and 4th generation, iPad 1and 2

Android Devices
Fully supported
(Installation Guide)

Versions:
2.0/2.1 (Eclair)
2.2/2.2.1 (Froyo)
2.3/2.3.3 (Gingerbread)
3.0.0/3.0.1/3.1 (Honeycomb)
4.0 (Ice Cream Sandwich)
List of Certified Android Devices

BlackBerry
Fully supported
(Installation Guide)
Fully supported
for existing users
Palm Pre Web OS
only.
(Installation Guide)
No new users will
be provisioned.

OS: 5.0 and above.

List of Certified BlackBerry Devices

N/A

For more information please visit Oracle Beehive User Training Guide Home.

Mandatory Account Password Changes (After a Successful Login)

Once you have received your Oracle account information, completed your required software installations,
set up your proxy, and set up Beehive, ALWAYS change your passwords via Oracles Access Provisioning
System (aps.oraclecorp.com) or Oracle Identity Self-Service (oim.oraclecorp.com).

Password Reset Instructions

For your SSO account

Web tutorial on how to reset your SSO password

1.
2.
3.
4.

Go to https://aps.oraclecorp.com and log in with your SSO account.

Along the right hand column, look for the box titled Quick Password Reset.
Change the password for your SSO account by clicking on CORP SSO.
Input your new password twice.
Follow the Oracle Global Information Security guidelines for selecting strong passwords.
5. Select Submit Request to complete.

For your VPN account

1. Go to https://OIM.oraclecorp.com and log in with your SSO account.
2. Along the left hand column, look for the Quick Links section
3. Change the password for your VPN account by clicking on Reset VPN Password.
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4. Input your new password twice.

Follow the Oracle Global Information Security guidelines for selecting strong passwords.
5. Select submit to complete.
Password Reset Times
Allow the following times for passwords to reset:

For SSO password changes, allow up to three hours.

For VPN password changes, allow up to five hours.

Your old password will continue to work until replication of the new password completes.

Support Resources
Onsite Support Available
Oracle IT staff members will be onsite for a limited time to provide walk-up support for:
Issues related to Oracle accounts, including problems with logging in
Problems with the installation of Oracle's required software
Connecting to the Oracle network
No appointments are necessary, so please stop by if you need assistance with any of the steps outlined in
this document. We will help you on a first-come, first-served basis. Please bring your machine and printouts of any account-related emails you have received.
Location

IT Support Days and Hours

Standbrook House, 5th Floor

2-5 Old Bond Street
London W1S 4PD

April 2
9:30 11:00 a.m. IT Induction
11:30 a.m. 5:00 p.m. Onsite Support

1921 Gallows Rd, Suite 200

Vienna, VA 22182-3900

April 1
9:00 am - 5:00 pm

1 Broadway, 6th Floor

Cambridge, MA 02142

April 1
9:00 am - 5:00 pm

601 California St, Suite 607

San Francisco, CA 94108

April 1
9:00 am - 5:00 pm

The Domain, Building One

11401 Century Oaks Terrace, Suite 260
Austin, TX 78758

April 1
9:00 am - 5:00 pm

553 Richmond Street West, Suite 214

Toronto, Ontario
M5V 1Y6 Canada

April 1 and 2
9:00 am - 5:00 pm

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If Your Initial SSO or VPN Password Does Not Work

From 1-Apr

Between 2-Apr and 30-Apr

After 30-Apr

If possible and for the fastest

resolution, go into a Eloqua
office with onsite support and
request a password reset in
person.

Send an email
to [email protected]
with:

If your SSO password

requires a reset,
please call GSD.

Your full name

Your Oracle managers name
Your Oracle employee number

If your VPN password

requires a reset, login
into OIM to reset your
VPN password.

OR
If you cannot go to an office,
then send an email
to MAGSDSupport_ww@orac
le.com with:
Your full name
Your Oracle managers
name
Your Oracle employee
number

Note: Due to security policy restrictions for issuing passwords remotely, the new password can
only be disseminated to you by one of the following methods:
GSD will send the new password via email to your Oracle manager as shown in the Oracle
employee directory ARIA (preferred)
GSD will call you back on your phone number listed in ARIA and leave the new password on
your voice mail. Passwords are not given out on a live phone call.

Remote Onboarding Support (April 1 April 3 only)

If you are unable to complete the steps in this document, please proceed in the following order
1. For problems logging into the Oracle network or with your Oracle accounts, follow the procedure above
If Your Initial SSO or VPN Password Does Not Work
2. For any other problems, such as installing software or configuring your Beehive clients, please try the
support resources available in this document first. It may be faster than waiting for someone to call you
back.
3. If you are unable to resolve the problem, please log a service request (SR) in MyHelp

Make sure you state that you are from Eloqua, provide your phone number and/or an email where
you can be reached.

Once you have an SR created, a support representative will follow up with you to provide you
remote assistance. Please be patient as we will try to respond to everyone as quickly as possible.

If you are unable to use the online tools, including MyHelp, please contact the GSD, and a support
staff member on the phone will help you log an SR. However you will still need to wait for someone
to call you back to help you resolve the problem.

15
CONFIDENTIAL ELOQUA AND ORACLE INTERNAL
The information contained in this email communication should not be shared or communicated outside of Eloqua and Oracle.

Self-Help and Other Online Support Channels

If you require additional assistance, or you are unable to find the help you need through the resources listed
above, please refer to the table below to determine the next best support channel.
Channel
Current Status Message Board
(CSM)
Knowledge Search
(http://gsd.oraclecorp.com)
AskGlobalIT Forum
(http://askglobalit.oraclecorp.com/)
Global IT Learning Library
(http://learnit.oraclecorp.com/)

MyHelp
(http://myhelp.oraclecorp.com/)

What is it?
Dashboard showing current
outages and scheduled
maintenance.
Searchable database of
support solutions.
Searchable topic-based
forum staffed by Global IT
engineers
Pre-recorded trainings and
slideshows that teach you
how to use Oracle
applications and tools.
Most modules are 5-15
minutes long.
Online tool to log IT service
requests.

When do I use it?

Check the CSM before submitting an
SR in case the issue youre facing is
already a known issue
Start here with your IT issue or
question.
To ask or find answers to common
desktop, voice or network questions.
If you need help with common tasks,
such as installing software, using
audio conferencing, setting up VPN,
configuring your Windows or Mac
computer, using your smartphone,
and more.
If you are unable to resolve the issue
yourself and require assistance.
You will need to login with your
Oracle SSO account.
Add the word ELOQUA to
the beginning of the Problem
Summary

Phone Support
(Global Service Desk)

Talk to a service desk

analyst.
(Tiered Support Model)

Provide your direct phone

number in the Alternate
Contact Phone section

Severity 1 issue
You have not received your Oracle
account emails by the dates on
page 3
Oracle University issues
If you cannot access the online
support tools

Contacting the Global Service Desk (GSD)

The phone lines for the Oracle Global Service Desk (GSD) are staffed 24x7. However, the phones are
reserved for critical technical problems and when you do not have access to a computer. Depending on
the type of question you have and the current incoming volume, calling the GSD may not be the
fastest resolution. Please check with the onsite support team or use one of the above self-help channels
before calling the GSD.
U.S. Direct Number
1.650.506.HELP (4357)

U.S. & Canada Toll Free

+1 800 972 4664

All Phone Numbers

16
CONFIDENTIAL ELOQUA AND ORACLE INTERNAL
The information contained in this email communication should not be shared or communicated outside of Eloqua and Oracle.

Universal International Free Number UIFN

To access the UIFN, prefix it with the appropriate code below.
Example: From Australia, dial 0001 +8000 972 4664 using 0001 from the UIFN Dial Prefix table.

Australia (Reach, Optus)

0011

Belgium (Belgacom)
00

Singapore (Singapore Telecom, AL)

001

Germany (Deutsche Telkom)

00

United Kingdom (BT, Cable & Wireless)

00

Additional Onboarding Support Options, Online Resources

Question or Problem Type

Beehive related, such as:
Oracle email clients
Oracle calendar clients
Web conferencing
Workspaces

Online Resources
Beehive Components Training

Beehive Service Availability

Beehive User Training Guide
Beehive Tutorials

Beehive Forums
Logging a service request for
Beehive-related issues

If you are encountering issues with any component of Oracle Beehive

(other than logging in) that you cannot resolve using the resources
above, please create a service request at MyHelp.
When submitting a service request, make sure to add the word
ELOQUA to the beginning of the Problem Summary in order to
expedite processing.
1.

Open a Web browser and go to http://myhelp.oraclecorp.com

2.

If prompted, login with your SSO username and password

3.
In the upper right hand corner, select Create a Service
Request

Onboarding Support for Product

Development New Hires

Eloqua application issues or

Eloqua hardware issues

4.
For the category, select Beehive Applications and then
select the relevant Area and Subareas as needed and select the rest
of the fields to create your SR.
If you report to Thomas Kurian in ARIA (the employee directory):
To request support, see these instructions to log a service
request for Product Development Desktop Support
Other IT questions beyond password resets or required
software installs: [email protected]
Refer to this link for updates on this process going forward.
17

CONFIDENTIAL ELOQUA AND ORACLE INTERNAL

The information contained in this email communication should not be shared or communicated outside of Eloqua and Oracle.

Question or Problem Type

Online Resources
If you have problems with legacy Eloqua applications (such as
Google, Box, NetSuite, etc). please log a service request in MyHelp
1.

Open a Web browser and go to http://myhelp.oraclecorp.com

2.

If prompted, login with your SSO username and password

3.
In the upper right hand corner, select Create a Service
Request

Oracle Online Assistance (VNC)

4.
For the category, select Security, Access and Risk Mgmt
and then select the Area Eloqua Access and Subarea1 Legacy
Eloqua Applications as needed and select the rest of the fields to
create your SR.
Remote control application that allows support analysts to connect to
your system to assist with application issues.

18
CONFIDENTIAL ELOQUA AND ORACLE INTERNAL
The information contained in this email communication should not be shared or communicated outside of Eloqua and Oracle.