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Process of Resolving a Service Request

To resolve a service request, perform the following tasks:

  1. Search the solutions library for information to help you to resolve the customer request, see Reviewing Solutions.
  2. Link the appropriate solutions to the service request and rate their usefulness, so that the library can be continuously monitored and improve, see Rating Solutions.
  3. Use prebuilt or custom reports to identify the issues, see Running Reports.
  4. Take immediate action to resolve them. If you cannot find a solution, add a new one to the library, see Managing Solutions.

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