How to Review and Update Oracle Service Requests (SRs)

Upon logging in to the Oracle Construction & Engineering Support Portal, you will be able to review, and update Oracle service requests (SRs) raised with our Support team. This is optional, as you can still raise questions using the Ask A Question form and communicate with our Support team by email.

To view your Oracle SRs:

  1. Sign in to Support Portal.
  2. Once you have signed in, you will see your dashboard. You can select one of the tile options, depending on what you would like to see:
    • My Open SRs: Shows questions that you have logged that are currently open with our Support Team.
    • SRs Pending My Action: Shows questions that you have logged that require your response.
    • My Past SRs: Shows questions that you have previously logged, which have been solved.

    If you are an Admin user, you will also see:

    • My Org Open SRs: Shows questions logged by users in your organization that are currently open with our Support Team.
    • My Past Org SRs: Shows questions that your organization has previously logged which have been solved.
  3. In the selected view you will find the Report Filters panel on the left, which you can use to search your SRs by Reference #, Severity, Status, Sub-Status, and by Organization.
  4. Selecting the blue hyperlinked SR Reference # will open the Communication History page, from where you can view all communication with our Support Team, as well as additional info such as the current status of the question.

To Update your questions:

  1. Navigate to My Open SRs. (see instructions above on how to view your questions).
  2. Select the blue hyperlinked SR Reference # to open up the request you'd like to update.
  3. Answer the question ‘Do you want a response?' with:
    • Yes, please respond to my question: If you are adding additional information to the question and would like a response from our Support Team
    • No, I don't need this question answered now: If you are requesting the question to be closed and do not require additional support
  4. Add additional information to your question and attach any additional files as required.
  5. Select Submit.

    Note: You can also update an open question by simply replying to emails our Support Team send you. When doing so, please ensure the email subject is not changed so that it correctly routes to our team.


Last Published Thursday, September 5, 2024