Creating a Service Request

To create a service request:

  1. From the header menu at the top of any page, select the question mark icon.

    The help menu opens.

  2. From the Help menu, select Create a Service Request.

    A Client Service Request dialog box opens.

    When the dialog box opens, some fields automatically populate with information from the Edit User, project, and draw pages.

    • Name: This field is not editable. It reflects the first and last name you entered on the Edit User page.
    • Email: The email address where the application will send a message about your submitted service request. The field automatically populate with the email address you had entered on your Edit User page. You can edit this field. If you add a new email address here, you are providing an additional way for Support to contact you. However, when you create a service request, TPM will only send a confirmation email to the email address you entered on your Edit User page.
    • Phone Number: Automatically populates with the phone number you had entered on your Edit User page. You can update this field.
    • Project Name: If you access the Client Service Request dialog box from within a project, the project name will automatically populate the field.
    • Draw Number: If you access the Client Service Request dialog box from within a draw, the draw number will automatically populate the field.
    • Page: The page in the application resulting in an error or an issue. This field automatically populates with the name of the page you were on when you began creating the service request.
    • Subcontractor Name: If applicable, this field is automatically populated with the name of the Subcontractor. You can edit this field.
    • Subcontract Number: If applicable, this field automatically populated with the Subcontract number. You can edit this field.
  3. Enter a subject for your service request.
  4. In the Description field, enter details about the issue you wish to report. These details will help the Oracle team to better assist you. If you are reporting about an error you encountered, include the reference number displayed on the error message. From the Project Name drop-down list, select a project name if your service request pertains to a specific project.
  5. In the Draw field, enter a draw number if your service request pertains to a specific draw.
  6. Select a service request priority.
    • Urgent: The request is time sensitive and critical to your company's ability to operate.
    • Normal: The request should be addressed as soon as possible.
    • Low: The request needs to be addressed but is not bound by a time constraint.
  7. (Optional) Upload one or two files to support your service request.

    You can upload any file type, but each file must be less than 10mb.

    1. Select the ellipses (...) button.
    2. Navigate to the file to upload and select it.
    3. Select the Upload button.
      • A message displays, confirming you successfully uploaded a file.
      • The file name appears in the dialog box.
  8. Select the Submit button.
    • A message displays, confirming you submitted your service request. The message also includes a service request number.
    • The application sends a message to the email address saved to your Edit User page.

      The email includes the:

      • Date and time you submitted the service request
      • Service request number
      • Priority you chose when creating the request.
    • Our team at Oracle will begin processing and working on your request. You will receive direct contact from the support team.

Watch the Creating Service Requests Video for how to create and submit a service request to Oracle.