Oracle MetaLink 3

February 15, 2008 at 12:40 pm 6 comments

Don’t we all love MetaLink, Oracle’s replacement for Siebel SupportWeb? Judging from everyone I’ve spoken to, the answer’s a resounding ‘No’!

To be honest, a lot of the griping is down to the usual sour grapes that accompany any software release that exposes users to change. I can’t help but be amused by all these enterprise software developers wandering around grumbling about having to deal with a new system that’s “obviously” far inferior from the one they’re used to… these would be the same developers who spend the rest of their time grumbling about the “stupid” users of their systems who can’t cope with the “simple” differences between Siebel 6 and 7… A salutary lesson, perhaps 🙂

Forgetting the comparison of the merits of the two systems, I do think it’s a shame that we now have another example of Oracle moving Siebel away from the traditional policy of eating it’s own dogfood. (This is a term for software companies actually using the software they build internally, a practise that is well regarded in the software industry due to it adding internal pressures to improve the product.) Not only do Siebel (the Oracle-subsidiary) no longer use Siebel (the product) as their main CRM system, they also no longer use it for tracking customer service requests. It will be interesting to see whether this change has any impact on the quality and relevance of future Siebel features.

A direct impact the change to MetaLink has had on me is that my stack of SupportWeb deep-links no longer work, including the ones on this blog (thanks Oracle – a redirect would have been nice!). I’ve now been through the site and updated all the links I could find, please let me know if you spot any links that don’t work.


Entry filed under: Siebel.

Siebel User Group Australia Event – 21 February


  • 1. Jason Rakowski  |  February 15, 2008 at 12:55 pm

    I found your site on technorati and read a few of your other posts. Keep up the good work. I just added your RSS feed to my Google News Reader. Looking forward to reading more from you.

    Jason Rakowski

  • 2. Graham  |  February 15, 2008 at 8:22 pm

    Well we’re all part of “one Oracle” now so it would be a big surprise if we didn’t use the corporate systems….

    But on the “eating your own dogfood” piece this was a concern that applied a lot over the last couple of years (since the takeover) as everyone “needed” to use the corporate systems, which were’t Siebel based. However in the last month Oracle has moved to using Siebel internally for its Sales organisation (and pretty much everyone else that deals with the CR part of CRM) … it’s been (quite) a while in development but hey, it looks good 🙂

    And hey, just be glad that SupportWeb’s replacement is MetaLink3 …. have you tried using MetaLink2 😉

  • 3. Andy C  |  February 15, 2008 at 9:29 pm

    Friday challenge:

    1) Post the Metalink3 Note Id for Alert 1162 (statistics on empty tables)

    2) Specify the RSS feed that replaces the Weekly Support Notification email.

  • 4. George Mitchom  |  February 16, 2008 at 3:07 am

    It was my understanding that while the UI layer of Metalink3 is Oracle, Metalink is still using Siebel at the application layer.

    I might be mistaken.

  • 5. stuandgravy  |  February 16, 2008 at 3:07 pm

    @Graham: Oracle using Siebel internally is good news – it should drive some good improvements, at least in the Sales arena.

    @Andy: 1) Done 🙂 2) Do share..?

    @George: Interesting. MetaLink3 is an application in its own right, but looking at the transition docs Oracle do say we’re using “a winning combination: OracleMetaLink 3 and Siebel CRM 8.0”. Not sure what that means in practice, but with Graham’s information about Siebel becoming the sales CRM platform, I’d speculate that Oracle have implemented some integration between MetaLink & Siebel at the backend. Anyone care to confirm…?

  • 6. chuckles  |  February 16, 2008 at 3:16 pm

    Yes. Siebel 8.0 (Service module) is the behind metalink.


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