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Process of Managing Service Requests

Managing service requests involves handling general inquiries and resolving single service requests from start to finish. It also includes evaluating service issues and prioritizing requests.

To manage service requests, perform the following tasks:

  1. Create the service request, see Service Requests.
  2. Assign or escalate a service request, see Assigning Service Requests or Escalating Service Requests.
  3. Work with solutions for a service request, see Adding Solutions to Service Requests.
  4. Close the resolved service request, see Closing Resolved Service Requests.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.