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Release 14.2

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5 Service Requests

This document contains the following topics:

Note:

E-mail is not a secure form of communication. To ensure the privacy and confidentiality of your information, e-mail cannot be used to update service requests.

5.1 Viewing Service Requests and Bugs

5.1.1 What is the Service Requests region?

Service requests (SRs) are either technical or Contact Us SRs (non-technical SRs). Submit a technical SR to receive product support related to hardware and software products.

The Service Requests region displays the most recent technical service requests for your Support Identifiers (SIs), with the most recently updated SR listed first. When you click an SR link, the SR opens in a new tab or window depending on your browser and configuration settings.

5.1.2 What is a Contact Us SR?

A Contact Us SR is related to issues other than product support. Use a Contact Us SR for help concerning your account, permissions, issues with the web site, license and entitlement, sign in issues, ordering physical media, or if you are having issues filing a technical SR. Both primary and alternate contacts listed in the service request can edit a Contact Us SR.

The Service Requests region displays technical SRs. The Contact Us Service Requests region displays Contact Us SRs.

5.1.3 What is a Draft SR?

When you create an SR, you can choose to save it as a draft at any point before you submit it. The Draft SRs region lists any draft SRs associated with the visible SIs. After you click Submit in the Service Requests wizard, the SR is moved to the Service Requests region.

Auto Service Request (ASR) creates draft SRs for some fault events and for assets that are managed by Oracle Service Delivery partners. If you need assistance resolving the problem described in a draft SR that was created by ASR, you can add the required information and submit the SR. For more information about ASR, see the Auto Service Request help.

5.1.4 What is an End Customer SR?

If you are an Oracle Support Provider Partner, the End Customer Service Requests region lists SRs that belong to the customers that you manage.

5.1.5 How do I view a service request in a new tab?

To view a service request in a new tab, right click on an SR number, then click Open in New Tab.

5.1.6 How do I change the time stamp from relative time to actual time?

By default, the time stamps associated with an SR are displayed relative to the current time. To change the time stamps to actual time (including time stamps on the SR Details page), see the "Time Stamps" section of the Getting Started help.

5.1.7 How do I filter or search for a service request?

To search for an SR:

  1. In one of the SR regions, select the search criteria from the menu next to the search box, enter text in the search box then click the magnifying glass icon.

  2. Do one or more of the following, if desired:

    • Select the Advanced link to specify further filter preferences.

    • Click the Favorites icon (star icon under the Ask in Community button) to view the 100 most recent SRs marked as favorites.

    • Click the person icon under the Ask in Community button to show SRs only created by you.

    • Click the 4th item to the right under the Ask in Community button to include closed SRs in the search.

Note:

The search parameters that you specify remain in place until you remove them, even across login sessions. Also note that you must click the magnifying glass after clearing out the search value before it removes the previous search parameter.

5.1.8 How do I view more SRs in the service requests regions?

To increase the number of SRs that are displayed in the Service Requests regions, click Detach at the top of the region.

By default, My Oracle Support displays only open service requests. To view closed SRs, select the include closed SRs icon (third icon from the View menu) in any of the SR regions. Keep in mind that doing this may slow system performance.

Where information is available through My Oracle Support, customers can view two full years of SR data. Where information is not available through My Oracle Support, Oracle Support will strive to provide SRs to customers within a rolling 2 year period from the time the request was submitted. Exceptions may exist where:

  • Data was not migrated to My Oracle Support and it is not feasible to retain the legacy system or keep it accessible.

  • Data is not reliable (for example, IBIS SR data before Jan-2009).

5.1.9 What is the Bug Tracker region?

The Bug Tracker region is populated with a list of bugs and enhancements that you have marked as favorites or are associated with a favorite SR. A bug is displayed in the Bug Tracker until you remove the Favorite designation. Use this region to view bugs that you want to track. Bugs tracked can include:

  • Bugs that you marked as favorites within the SR Details page.

  • Bugs that you mark as favorites while searching. To search for bugs with the Oracle Bug Database, select Bug Database in the global search box, enter search criteria, then click the magnifying glass. Click Advanced to use the advanced search filter.

  • Bugs that are associated to SRs that you mark as a favorite.

If you mark a bug as a favorite, either on the SR Details page or while searching, the bug automatically appears in the Bug Tracker region. It is displayed whether it is open or closed and remains in the Bug Tracker region until you unmark it as a favorite.

To search for bugs within the Bug Tracker region, enter search criteria in the Search box, then click the magnifying glass. Click Advanced to filter the bugs displayed. For example, you can filter by SR, SI, status, update dates or SR severity. Click the x on the left side of the Bug Tracker region to clear the advanced filter.

To add bugs from favorite SRs to the Bug Tracker region, click Add Bugs, select the box next to Bugs Associated with x Favorite SRs, then click Add as Favorites.

Click the View menu in the upper left of the Bug Tracker region to add or adjust the data columns, change the order of the columns, or export your bug list. To view the details of a bug, click a bug number link. If the bug is associated to an SR, click a related SR link to view the details.

5.1.10 What do the bug status numbers mean?

The following table lists the bug status numbers, their description, and usage:

Status Description Usage
10 Description phase Used to file a bug without all the needed information (for instance, trace files from the customer), to inform Development that a bug will soon become Status 11.
11 Code bug (Response/Resolution) Used to indicate that the bug is ready for Development, or to indicate that additional required information has been provided for a Status 30 bug.
12 To external (user group) review Used to send an enhancement to Oracle User Group review.
13 Documentation bug (Response/Resolution) Used to request documentation enhancement.
14 Bug Assigned to Solution Partner Used to keep track of bugs which are fixed by third party companies.
15 To Internal (Oracle) Review Used to send an enhancement to Oracle's product managers.
16 Support bug screening Used by the Oracle Support engineer to pre-sort well-formed bugs before development start fixing.
19 Approved for User Group Voting Used to include the enhancement in the report for the User Group.
20 To Requestor, Need More Information Used to request more information from the filer.
21 Cost Required, To Development Used to request a product enhancement cost estimate from product managers.
22 Approved for Future Release Used to send an enhancement to product managers for scheduling.
23 Scheduled for Future Release Used to send an enhancement to Development to be included in a release.
30 More information required. To filer. Used to request more information from the bug filer.
31 Could Not Reproduce. To Filer. Used to notify filer that bug cannot be reproduced.
32 Not a Bug. To Filer Used to notify filer that bug was not valid.
33 Suspended, Required information not available. Used to notify filer that the work has been suspended until information is received.
35 To Filer for Review Used to request verification of the bug fix from bug filer.
36 Duplicate Bug. To Filer. Used to notify filer that the bug is a duplicate.
37 To Filer for Review/Merge required Used to request verification of the bug fix from bug filer and to request that integration merge the fix into the base code.
39 Approved, waiting for codeline to open Used to indicate that a backport has been approved and is waiting for codeline to open. When the codeline is opened, status will be changed to 40.
40 Waiting for the base bug fix Used to show that bug is waiting for another bug to be fixed.
43 Product/Platform, to Filer Used to indicate that the bug will not be fixed and that filer should approve by updating the bug to Status 83: Closed, Product/Platform.
44 Not Feasible to fix, to Filer Used to indicate that the bug will not be fixed and that filer should approve by updating the bug to Status 84: Closed, Not Feasible to Fix. (Use only when the product or platform is near the end of its lifecycle or when the fix would require a major re-write).
45 Vendor OS Problem, to Filer Used when an operating system problem is the cause of the bug, to indicate that, following verification, the bug filer should update to Status 95.
51 Support approved backport - to Development. Used to approve a backport (GPU=B). This status is reserved for use by Worldwide Support only.
52 Pending approval by product line Used to approve a backport and to indicate that a porter can begin to work on the bug. This status is reserved for use by porting managers.
53 Backport/Patchset Request Rejected Used to notify filer that the request to backport this bug is rejected.
60 CM: Awaiting Promotion Configuration Management: Used to indicate that the fix has been developed and is awaiting promotion to the TEST environment.
66 CM: Awaiting Deployment Configuration Management: Used to indicate that the fix has been tested and is awaiting a patch or release.
70 Closed, data fix, cause - user error Applications: Used when the user performed an illegal operation, such as directly updating data using plsql. This includes bad data being populated by custom code. This caused the data to be inconsistent and required that the data be fixed using a data fix script.
71 Closed, data fix, cause - data import Applications: Used when bad data was imported into the system, either through automated batch load, or as the result of data conversion during the installation of the product. This caused the data to be inconsistent and required that the data be fixed using a data fix script.
72 Closed, data fix, cause - code error Applications: Used when bad data was populated into the database due to an error in Oracle supported software. This caused the data to be inconsistent and required that the data be fixed using a data fix script.
73 Closed, data fix, cause - unknown Applications: Used when bad data was found to exist in the customers database, which required that the data be fixed using a data fix script. The root cause was never determined.
74 Closed, Verified by QA Applications: Used to close bugs verified by Quality Assurance team.
80 Development to Q/A Used to indicate that a fix is available, but the code has not passed Quality Assurance.
81 Q/A to Dev/Patch or Workaround Available Used to indicate that a patch or workaround is available, but the code has not passed Quality Assurance.
82 Q/A to Enhancement Evaluation Used to indicate that a product enhancement has been implemented, but the code has not passed Quality Assurance.
83 Closed, Product/Platform Used to close a bug that was not fixed because of product or platform obsolescence.
84 Closed, not feasible to fix Used to close a bug that was not fixed because the fix was not feasible.
87 Fix verified/Merge Required Used to indicate that the fix has been verified, but the code has not passed Quality Assurance, and to request that integration merge the fix into the base code.
89 Q/A to Technical Writing Used to indicate that a documentation bug has been fixed, and is available for technical review.
90 Closed, Verified by Filer Used to close a bug that has been fixed and verified.
91 Closed, Could Not Reproduce Used to close a bug that development could not reproduce.
92 Closed, Not a Bug Used to close a bug that was not a bug.
93 Closed, Not Verified by Filer Used to close a bug that could not be verified by the bug filer.
94 Closed, Duplicate Enhancement Used to close a bug that is a duplicate enhancement
95 Closed, Vendor OS Problem Used to close a bug that is a vendor OS problem
96 Closed, Duplicate Bug Used to close a bug that is a duplicate bug
97 Suggestion Rejected Used to indicate that a suggestion has been rejected.
98 Suggestion Implemented Used to indicate that a suggestion has been implemented.
99 Closed, Documentation Bug Fixed Used to close a documentation bug.

5.1.11 What do the different severity classifications mean?

SRs and bugs have one of the following classifications:

  • Severity 1 - Complete loss of service for mission critical operations where work cannot reasonably continue.

    Note:

    For more information, see Managing Severity 1 Service Requests at the following URL:
    https://support.oracle.com/rs?type=doc&id=1495338.1
    
  • Severity 2 - Significant or degraded loss of service or resources.

  • Severity 3 - Minor loss of services or resources.

  • Severity 4 - No work being impeded at the time - information is requested or reported.

The severity of an SR or bug reflects the business impact. The urgency reflects the time frame required for resolving the business issue. A Severity 2 issue that needs to be resolved within two days does not have the same priority of a Severity 1 issue. Discuss the issue and the time line for resolution with your Oracle support engineer to ensure that they understand the impact to your business and to ensure that the appropriate severity level is established.

Changing the severity is appropriate if the actual business impact has changed. It is important for your organization, for Global Customer Support, and for all of the other users of Oracle Support that severity levels reflect the actual business impact.

See Also:

For more information about Oracle support policies, see Technical Support Policies at the following URL:
http://www.oracle.com/us/support/policies/index.html

For more information about severity definitions, see Knowledge Document 550822.1, "Severity Definitions for Service Requests / SLA / Service Level Agreement" at the following URL:

https://support.oracle.com/rs?type=doc&id=550822.1

5.2 Creating Service Requests

5.2.1 What is Ask in Community?

Click Ask in Community in the Service Requests region to go to My Oracle Support Community where you can create a post to ask a question about the issue you are having. Doing this may eliminate the need to create an SR.

5.2.2 How do I create an SR?

To create a technical SR, click Create SR at the top of the Service Requests region. To submit feedback or for help with any non-technical issue, submit a Contact Us SR.To create a Contact Us SR, click Create "Contact Us” SR at the top of the Contact Us Service Requests region or click Contact Us at the top of any My Oracle Support page. If you are creating a technical service request, depending on the SIs registered in your profile, you will be able to create hardware SRs, software SRs, Cloud, and Managed Cloud SRs.

Note:

You can also create technical SRs from the Service Requests region on the Dashboard tab.

The Create Service Request wizard guides you through the process of specifying product information, and attaching configuration information to the SR when it is filed with Oracle Support. To ensure that Oracle Support has the most accurate system configuration details, you should select the Configuration tab in the Where is the Problem? section of Step 1: Problem. If a configuration is not associated with the product you are creating the SR on, click the Hardware tab, Software tab, or other appropriate tab to initiate the SR Create wizard and flow.

Click the SR Profile link in the Where is your Problem section to create a new SR profile. The link opens the Service Request Profile page on the Settings tab where you can create a new SR Profile. Note that no data is copied from the SR itself.

You can also create an SR profile by right clicking on an SR number in the SR region, then selecting Save as SR Profile.

See the "Service Requests Profiles" section for more information about SR profiles.

See the "Service Request Wizard" section for more information about using the Service Request Wizard.

Note:

If none of the SIs in your profile has the Create SR privilege, the Create SR button is disabled.

5.2.3 How do I save, update, and delete a draft SR?

Draft SRs are listed in the Draft Service Requests region. When you create an SR, you can choose to save the SR as a draft before submitting it to Oracle Support. Draft SRs are not visible to Oracle Support. Use a draft SR to gather and refine information before submitting it. Draft SRs are automatically created when you upload a file before submitting the SR. Draft SRs are also created by Auto Service Request (ASR) and Oracle Enterprise Manager.To view or update a draft SR, click the draft SR Number or Problem Summary link in the Draft Service Requests region.

To delete a draft SR, in the draft SR row click the red x in the Delete column. Draft SRs are visible to anyone with the SI associated with the draft SR in their profile. However, only the user who created the draft SR or an administrator can delete a draft SR.

Note:

  • Draft SRs are deleted after 30 days of inactivity. To retain a draft SR, update it within 30 days.

  • You must complete and submit the draft SR to make it active.

  • Only the person who created the SR or an administrator for the SI associated with the SR can delete a draft SR.

5.3 Working With Service Requests

5.3.1 How can I apply PowerView and Advanced filters?

You can use PowerView to filter the SRs displayed in the Service Requests, End Customer Service Requests, Contact Us Service Requests, and Bug Tracker regions. You can create and save PowerView filters as well as edit and delete existing filters. You can filter the data returned in the regions using any of the available filter types:

  • Support Identifier

  • End Customer

  • Product

  • Product Line

  • Platform

  • Favorite

  • Hostname

  • System Description

  • System Name

  • Lifecycle

  • Target Type

When PowerView is turned on, all of the regions on the Service Request tab are filtered. Each of the regions will indicate in the top left what filters are being used on that region.

Click Advanced in the Service Requests, Contact Us Service Requests, End Customer Service Requests, or Bug Tracker region to filter data only in that region. You can filter using one or more SIs in your profile, search by date ranges (SR date open, date closed, and date updated), or filter by the SR Severity. In addition, you can filter by contact first name and last name, contact country, SR status, and SR source.

Note:

If you have enabled a PowerView filter, you can also use the additional local filters available on the region. However, you cannot use PowerView and the Advanced search function at the same time because these options are mutually exclusive.

5.3.2 What are preferred contact methods?

The following preferred contact methods are available for working with an SR:

  • Web

  • Phone

  • E-mail

Contact through the web is preferred, and will facilitate secure communication with Oracle Support. However, to receive service request details by email, you must select Email as the contact method on the Severity/Contact page of the SR wizard.

5.3.3 How do I update an SR?

To update an SR in the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the SR link, click Add Update, enter information in the Update Details box, then click Post Update.

5.3.4 How do I escalate an SR?

When your business critical issue requires a higher level of attention from Oracle, you may choose to escalate an SR by phoning Oracle Support. Escalating an SR is appropriate when you:

  • Encounter a critical roadblock or showstopper to implementation or upgrade plans

  • Urgently need to communicate important business issues to managers in Oracle Global Customer Support

  • Are dissatisfied with the resolution or response to an SR

For more information about when and how to escalate an SR, refer to Knowledge Document 199389.1, "How To Escalate a Service Request (SR) with Oracle Support Services":

https://support.oracle.com/rs?type=doc&id=199389.1

5.3.5 What are SR details by email?

You will receive an email notification when an update is made to an SR for which you are listed as a primary contact. By default, the notification contains a link to the SR sign in My Oracle Support page where you can view the SR details.

You can choose to receive the details of the SR update in email (and not just the link to the SR log). For security reasons, this option is turned off by default. Sending actual updates through mail is not as secure as logging in to My Oracle Support to view updates.

For information about enabling the SR details in email option, see the following sections of the help:

5.3.6 How do I close an SR?

To close an SR in the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the SR link, click Close SR, select a reason for closing from the list, enter information in the Update Detail box, then click Post Update.

The SR is closed pending review by Oracle Support.

5.3.7 How do I reopen a closed SR?

To reopen a closed SR:

  1. In the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the Include Closed SRs icon (4th item to the right under the Ask in Community button), then search for the closed SR.

  2. Click the closed SR number link.

  3. Click Re-Open SR.

  4. Select Reason for Re-opening from the list then provide additional details (if desired).

  5. Click Re-open SR to submit your request

Note:

Clicking Re-Open SR sends a request to the assigned engineer who will review the request and determine whether the SR can be re-opened or if a new SR must be created. Selecting Re-Open SR does not guarantee that the SR will be reopened. As an alternative, consider opening a new SR and referencing the closed SR in the problem details.

See Also:

For more information, see Knowledge document 1088021.1, "How to Reopen a Closed Service Request (SR)":
https://support.oracle.com/rs?type=doc&id=1088021.1

5.3.8 How do I upload a file?

To upload a file to an SR:

  1. Do one of the following:

    • To upload a file to an existing SR, click the link for the SR in one of the SR regions, then click Add Attachment.

    • To upload a file while creating an SR, click Attach in Step 3: More Details of the Service Request wizard.

    You can upload files that Oracle recommends based on the product and problem type selected in the previous step or download other files that can help Oracle Support to resolve the issue.

  2. In the Attach File window, click Browse, select the file that you want to attach, then click Attach File.

Note:

For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
https://support.oracle.com/rs?type=doc&id=1547088.2

Password protected files will not be uploaded because all uploaded files are scanned for viruses and password protected files cannot be scanned.

5.3.9 How do I view an uploaded file?

To view a file uploaded to an SR:

  1. Click the link for the SR.

  2. In the Summary panel:

    • If there is only one file uploaded, click the file name.

    • If more than one file is uploaded, click View Attachments then click the file that you want to view.

5.3.10 How do I delete an uploaded file?

To delete a file uploaded to an SR:

  1. Click the link for the SR.

  2. In the Summary panel:

    • If there is only one file uploaded, click the x next to the file name.

    • If more than one file is uploaded, click View Attachments then click the x next to the file that you want to delete.

  3. In the confirmation window, click OK.

5.3.11 How do I print an SR?

To print an SR:

  1. Click the link for the SR.

    The SR Details page appears.

  2. Click the Print icon in the upper right corner of the page. The printable view of the SR Details page appears.

  3. Use your browser's print options to print the page.

5.4 Customizing Settings

5.4.1 How do I show or hide columns?

To show or hide columns, select the View menu in the region that you want to edit, select Columns, then select the columns that you want to show or hide. Columns with a check mark next to them are shown.

5.4.2 How do I sort SRs or bugs?

To sort SRs or bugs, click the column heading of the column by which you want to sort.

5.5 Service Request Wizard

When you click Create SR, the Service Request wizard starts. Answer the questions in the Service Request wizard to create the SR.

5.5.1 General Questions about the Service Request Wizard

5.5.1.1 What is a Service Request Profile?

An SR profile is used to automatically fill in product information when you enter an SR.

To create an SR profile from an existing SR:

  1. Select an SR in Service Requests or Contact Us Service Requests region. A button menu appears.

  2. Click Save as SR Profile.

  3. Enter or edit the SR profile information, then click Save.

To create a new SR profile:

  1. Select Service Request Profiles from the Settings tab.

  2. Click Add SR Profile. The Add Service Request Profile screen appears.

  3. Complete the form, then click Save.

5.5.1.2 How do I create an SR using an SR profile?

An SR profile is used to automatically fill in product information when you enter an SR.

To create an SR profile: from an existing SR:

  1. Create a new SR.

  2. On the Problem page, in the Where is the Problem section, click SR Profile.

  3. Select an SR profile from the list. The Problem page reappears, populated with the information from the SR profile that you selected.

    Note:

    You can also create a new SR from an SR profile by selecting an SR in the Service Requests or Contact Us Service Requests region, then clicking. Create SR Like Selected SR.

5.5.1.3 What should I do if I start the wrong kind of SR?

If you started a software SR and meant to start a hardware SR, or vice versa, select the correct tab and confirm the service request type change to start a new SR, or click Cancel to return to the original SR.

5.5.1.4 How long after an SR has been closed before files and attachments associated with the SR are deleted?

SR data and associated files are retained seven days after an SR is closed. Associated files include any trace files, production data files, exports, screenshots, and other system files that include but are not limited to system information that is collected from a customer in connection with an SR, including Remote Diagnostic Agent (RDA) data tied to a particular SR.

5.5.1.5 How do I copy an existing SR?

To copy an existing SR from the Service Requests or Contact Us Service Requests regions:

  1. Select an SR. A button menu appears.

  2. Click Create SR Like Selected SR.

    The Service Request Wizard appears with the information copied from the SR you selected in the SR list.

  3. Change or complete information where required, then complete the SR.

5.5.2 How do I create a software SR?

To create a software SR:

  1. Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs, then click the Software tab in the Where is the Problem? section of the Create Service Request: Problem page.

    Note:

    To change the default SR language from your My Oracle Support profile, click the Edit link at the top of the What is the Problem region.
  2. Enter the required Problem Summary and Problem Description and any error code details in the What is the Problem? section. If your issue is related to a specific database error you will have the option to start the Guided Resolution tool later.

  3. In the Where is the Problem? section, insert the cursor in the Product box. You can select the product from the list provided or you can enter all or part of the product name then select from the matches returned.

  4. Make selections in the other required fields.

  5. To select an Operating System, Database, or Database Platform value, insert the cursor in the appropriate box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.

    Note:

    If you have an engineered system SI in your profile and you selected the Software tab, the following question appears:

    Is the software problem on an Engineered System? If you click Yes you must select from a list of your licensed engineered systems.

    An engineered system is a system where the software and hardware are engineered together for maximum performance with minimum set-up and operational cost. Examples of engineered systems include:

    • Big Database Appliance (BDA)

    • Oracle Database Appliance (ODA)

    • Oracle Exadata

    • Oracle Exalogic

    • Oracle Exalytics

    • SPARC SuperCluster

    For more information, see Knowledge Document 1392174.1, "Engineered Systems Resource Center", at the following URL:

    https://support.oracle.com/rs?type=doc&id=1392174.1
    
  6. Select a Problem Type to help the engineer better understand the issue.

    The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.

  7. Click Next to continue to Step 2.

    In Step 2: Solutions, the preferred knowledge document is displayed and any other relevant knowledge documents related to the details provided in Step 1 are listed under Solve Your Problem Now.

    Note:

    A message is displayed on the Solutions page if there are no documents matching the data input.
  8. Review the articles for recommendations that might solve your problem. If any of the listed knowledge documents solve your problem, click This Solved My Problem to cancel the service request.

  9. Click Next to continue to Step 3: More Details.

  10. If necessary, change the problem type.

    If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.

  11. Click Attach to upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.

    Note:

    For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
    https://support.oracle.com/rs?type=doc&id=1547088.2
    
  12. To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.

  13. Click Next to complete the creation process.

  14. Review the severity level descriptions and select the correct value. for your issue Additional contact information is required if you select the Severity 1 option.

  15. You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.

  16. You can optionally provide an internal tracking number to the SR. You can edit or add an internal tracking number on the SR Details page after you create the SR.

  17. When you have completed Step 4: Severity/Contact, click Submit.

5.5.3 How do I create a Platinum or Engineered System SR?

To create an Engineered System or Platinum SR, follow the instructions in the following section, "How do I create a hardware SR?" and select the engineered hardware system in the Where is the Problem region. For more information about creating an Engineered System SR, see Knowledge Document 1392174.1, "Engineered Systems Resource Center":

https://support.oracle.com/rs?type=doc&id=1392174.1

To create a Platinum SR, follow the instructions in the "How do I create an SR using an Oracle configuration manager configuration?" section. You must associate a Platinum system or host with your SR. For more information about creating a Platinum SR, see Knowledge Document 1554139.1, "Logging a Platinum Service Request":

https://support.oracle.com/rs?type=doc&id=1554139.1

5.5.4 How do I create a hardware SR?

To create a hardware SR:

  1. Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.

  2. If you choose to use a service request profile, select a profile from the menu. It is now possible to create a hardware SR profile using a system or a host (configuration).

    Note:

    To change the default SR language from your My Oracle Support Profile, click the Edit link at the top of the What is the Problem region. If you know your serial number, enter or paste the number in the box, then click Validate Serial Number. If you do not know your serial number, click Search to find a serial number in your profile.
  3. From the Where is the Problem region on the Hardware tab, select the relevant serial number and operating system details specific to your issue.

    If the serial number that you entered has operating system, engineered systems, or other software licenses associated with it, the Product field defaults to the hardware product.

  4. To change Product to another product licensed to the Serial Number (if necessary), click the x next to the hardware product.

  5. Select the appropriate product (if required).

  6. To select an operating system and version, insert the cursor in the box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.

  7. Specify the problem type to help the engineer better understand the issue.

  8. The SI is populated from the selected serial number. If the serial number is related to more than one SI, you must select the relevant SI.

  9. Click Next to continue to Step 2: Solutions

  10. In Step 2: Solutions, the preferred knowledge document is displayed with any other relevant knowledge documents related to the details provided in Step 1. Review the recommendations returned for articles that might solve your problem. If any indicated knowledge documents solve your problem, click This Solved My Problem to cancel the service request.

    Note:

    If there are no documents matching the data input, the Recommended Documents region displays the following message:

    No documents match your Service Request details.

  11. Click Next to continue to Step 3: More Details.

  12. If necessary, change the problem type on Step 3. If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.

  13. Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.

    Note:

    For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
    https://support.oracle.com/rs?type=doc&id=1547088.2
    
  14. To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.

  15. Click Next to complete the creation process.

  16. Review the Severity types and select the correct value. Additional contact information is required if you select the Severity 1 option.

  17. You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.

  18. You can optionally provide an internal tracking number to the SR.

  19. Ensure that the hardware address is correct or select or add an alternate address.

  20. After you have completed step 4: Severity, Contact, click Submit.

5.5.5 How do I create an SR using an Oracle configuration manager configuration?

To create an SR with an Oracle configuration manager (OCM) configuration:

  1. Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.

  2. In the Where is the Problem? region, click the Configuration tab.

  3. Do one of the following:

    • To use a service request profile that you created using a configuration (a system and host or a host), from the Where is the Problem? region on the Configuration tab, select SR Profile.

    • To select the relevant system and host or host, from the Where is the Problem region on the Configuration tab, click Select Configuration...

      Note:

      The Select Configuration search enables you to refine your search by filtering on Lifecycle, System Type, System Name, Platinum and Favorites.
  4. Select the appropriate product (if required).

  5. To select an operating system and version, insert the cursor in the box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.

  6. Specify the problem type to help the engineer better understand the issue.

  7. The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.

  8. Click Next to continue to Step 2: Solutions.

  9. In Step 2: Solutions, the preferred knowledge document is displayed with any other relevant knowledge documents related to the details provided in Step 1. Review the recommendations returned for articles that might solve your problem. If any indicated knowledge documents solve your problem, click This Solved My Problem to cancel the service request.

    Note:

    If there are no documents matching the data input, the Recommended Documents region displays the following message:

    No documents match your Service Request details.

  10. Click Next to continue to Step 3: More Details.

  11. If necessary, change the problem type on Step 3. If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.

  12. Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.

    Note:

    For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
    https://support.oracle.com/rs?type=doc&id=1547088.2
    
  13. To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.

  14. Click Next to complete the creation process.

  15. Review the Severity types and select the correct value. Additional contact information is required if you select the Severity 1 option.

  16. You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.

  17. You can optionally provide an internal tracking number to the SR.

  18. Ensure that the hardware address is correct or select or add an alternate address.

  19. After you have completed step 4: Severity, Contact, click Submit.

5.5.6 How do I create a Cloud Services SR?

To create a Cloud Services SR:

  1. Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs, then click the Cloud tab in the Where is the Problem? section of the Create Service Request: Problem page.

    Note:

    To change the default SR language from your My Oracle Support profile, click the Edit link at the top of the What is the Problem region.
  2. Enter the required Problem Summary and Problem Description and any error code details in the What is the Problem? section. If your issue is related to a specific database error you will have the option to start the Guided Resolution tool later.

  3. In the Where is the Problem? section, insert the cursor in the Service Type box. You can select the service type from the list provided or you can enter all or part of the service type then select from the matches returned.

  4. Make selections in the other required fields.

  5. Select a Problem Type to help the engineer better understand the issue.

    The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.

  6. Click Next to continue to Step 2.

    In Step 2: Solutions, the preferred knowledge document is displayed and any other relevant knowledge documents related to the details provided in Step 1 are listed under Solve Your Problem Now.

    Note:

    A message is displayed on the Solutions page if there are no documents matching the data input.
  7. Review the articles for recommendations that might solve your problem. If any of the listed knowledge documents solve your problem, click This Solved My Problem to cancel the service request.

  8. Click Next to continue to Step 3: More Details.

  9. If necessary, change the problem type.

    If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.

  10. Click Attach to upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.

    Note:

    For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
    https://support.oracle.com/rs?type=doc&id=1547088.2
    
  11. To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.

  12. Click Next to complete the creation process.

  13. Review the severity level descriptions and select the correct value. for your issue Additional contact information is required if you select the Severity 1 option.

  14. You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.

  15. You can optionally provide an internal tracking number to the SR. You can edit or add an internal tracking number on the SR Details page after you create the SR.

  16. When you have completed Step 4: Severity/Contact, click Submit.

5.5.7 How do I create a Managed Cloud Services SR?

To create a Managed Cloud Services SR:

  1. Click Create SR in the Service Request region.

    Note:

    You must have the Create Service Request privilege to create SRs. If you do not, the Create SR button is not visible.

    Note:

    To change the default SR language in your My Oracle Support profile, click the Edit link at the top of the What is the Problem region.
  2. Enter a problem summary, description, and optionally, any error codes.

  3. In the Where is the Problem? region on the Managed Cloud Services tab, select the Managed Cloud Services service or environment associated with your SR.

    The SI is populated from the selected service. If the service is related to more than one SI, you will then select from a list of approved SIs in your profile.

    Note:

    To populate this section with information stored in an SR profile, or to use the information from an existing SR, click SR Profile or Existing SR then select a profile or SR. For more information about SR profiles, see the "Service Requests Profiles" section of the Settings help.
  4. Indicate whether you are experiencing an outage, a service issue or request, or have an issue with an Oracle product, make appropriate selections from the menus, then click Next.

  5. In More Details you may be asked to provide more detailed information, and you can upload any relevant files for our review.

  6. Review the recommendations returned for articles that might solve your problem (if available) then click This Solved My Problem if any listed knowledge documents solve your problem.

  7. Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.

    Note:

    For file uploads over 2 GB or Explorer, CORES, or other Sun diagnostic files, refer to Knowledge Document 1547088.2, "How to Upload Files to Oracle Support":
    https://support.oracle.com/rs?type=doc&id=1547088.2
    
  8. To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.

  9. In Severity/Contact, indicate the severity of your issue and update contact information if required. You are specified as the primary contact for the SR. Additional contact information is required if you select the Severity 1 option.

  10. Optionally, provide a phone number and contact method specific to the SR you are creating.

  11. Optionally, provide an internal tracking number for the SR. You can also edit or add an internal tracking number on the SR Details page.

  12. Click Save as Draft or Submit.

5.5.8 How do I create an SR if I am a partner?

If you are a Support Provider Partner, you can create an SR in My Oracle Support on behalf of a customer, or for your own company. When the SR is created on behalf of your customer, the SR is progressed by the partner user contact, with minimal interactions from the customer contact. To create an SR as a partner for one of your customers, you must have a valid My Oracle Support account with the following:

  • A valid service provider partner SI which is mapped to asset information

  • Approved hardware or software SIs in your profile with valid service entitlement for the specific products and assets for both the partner and any customers

  • SR View, SR Create, and SR Update privileges selected on you user profile; customer contacts will not be able to create SRs.

To create an SR if you are a partner:

  1. Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.

    The following question appears:

    Are you creating this Service Request on behalf of a Customer?

    If you select Yes, you are prompted to select an SI from a list of SIs for your partner company and their customers. This list includes all of your approved partner SIs, and a list of all customer SIs related to the selected partner SI.

    Note:

    If any of the partner SIs allow support of hardware assets, the following question appears:

    Don't know your Customer's SI? Search by Serial Number.

    This option enables you to identify the SI by searching on a known serial number.

  2. Select Yes or No to answer the following question:

    Do you want the customer to be able to view this Service Request?

    Select Yes to grant the customer associated with the SI the privilege to view the SR. Select No to prevent the customer associated with the SI from viewing the SR.

  3. Depending on whether the SR is related to a hardware or software issue, complete the steps in one of the following sections:

    Note:

    When you create an SR on behalf of a customer, note the following:
    • In Step 1: Problem, the Account Details section is not displayed if you are creating this SR on behalf of a customer.

    • In step 4: Severity, Contact you can additionally add a contact for your customer.