How to Review and Update Service Requests (SRs)

Upon logging into the Oracle Construction & Engineering Support Portal, you'll be able to review, and update SRs raised with our Support team. This is optional, as you can still raise Service Requests using the Ask A Question form and communicate with our Support team by reply email.

To View your SRs:

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

    If you're an Admin user, you will also see:

    • My Org Open SRs: Shows SRs logged by users in your organization that are currently open with our Support Team.
    • My Past Org SRs: Shows SRs that your organization has previously logged which have been solved.
  3. In the selected view you'll find the Report Filters panel on the left, which can be used to search your SRs by Reference #, Severity, Status, Sub-Status, and by Organization.
  4. Clicking on 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 SR.

To Update your SRs:

  1. Navigate to My Open SRs. (see instructions above on how to view your SRs).
  2. Click 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 SR and would like a response from our Support Team
    • No, I don't need this question answered now: If you are requesting the SR to be closed and do not require additional support
  4. Add additional information to your question and attach any additional files as required.
  5. Click Submit.

    Note: You can also update an open SR 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 Wednesday, March 6, 2024