With the recent migration to the new Oracle Support portal, many users across the community have experienced significant challenges. Previously favorited knowledge articles are no longer accessible, and several long-standing reference documents cannot be located through search. As a result, user frustration has been growing, with some expressing concern that the transition suffered from inadequate planning and insufficient readiness for go-live.

Oracle has positioned the updated My Oracle Support (MOS) portal as an improved experience, offering several new capabilities, including:

• AI-powered interactions
• Streamlined navigation
• Enhanced search functionality
• Better knowledge access

To address ongoing concerns, Oracle published an update on December 9 regarding how to find knowledge articles in the new MOS environment. You can review that guidance here:
“Finding knowledge articles in My Oracle – NEWS20”
https://support.oracle.com/support/?kmContentId=11151175&page=sptemplate&sptemplate=km-article

How to find your articles

• We recommend searching by title or distinctive phrases. Use quotes for exact matches (“Apply Patch 19c”) and add product and version to narrow results (“E-Business Suite 12.2”). Then refine with filters such as product or service and language.
• Use your browser bookmark or saved URL for the legacy My Oracle Support article. It should redirect to the new article. After it opens, update your browser bookmark and any internal documentation links to the new URL. If the redirect fails, remove any anchor (for example, #section) and try the base article link.
• If you know the legacy Doc ID (for example, 2118136.2), enter it in search. The results will include items that reference that Doc ID, including the primary article. If the article you need is not in the initial results, click “View more” under Knowledge Results or add a keyword from the title.
• If needed, use the Top 50 mapping table at the bottom of the page to find the new Article ID, and update any browser bookmarks and internal links to the new article URLs.

Need help?

• If you cannot locate an article, reach out to Oracle Support by phone or connect with a support agent via My Oracle Support Chatbot.

There is a mapping doc for the top 50 MOS notes.

https://support.oracle.com/support/?anchorId=&documentId=NEWS20&page=sptemplate&sptemplate=km-article

Some other helpful information listed below.

EBS 12.2 Knowledge Article – Oracle E-Business Suite Release 12.2 Information Center KA729

Visual roadmap that captures Oracle Database Releases – Knowledge Article Release Schedule of Current Database Releases PNEWS1360

PeopleSoft Knowledge Documents – https://docs.oracle.com/cd/E52319_01/infoportal/pdfs/PeopleSoft_MOS_Document_ID_Mappings.pdf

Video guided walkthrough of the new MOS experience –  https://support.oracle.com/knowledgefs/?docId=KA10 My Oracle Support Information Center KA10