Oracle Cloud Infrastructure Documentation

Support Ticket Management

Manage support tickets.

You can perform the following support ticket management tasks:

Creating a Support Ticket

To create a support ticket:

  1. Open the Help menu (Help menu icon) and click Create Support Request.
  2. Enter the following:
    • Issue Summary: Enter a title that summarizes your issue. Avoid entering confidential information.
    • Describe Your Issue: Provide a brief overview of your issue.
      • Include all the information that support needs to route and respond to your request. For example, "I am unable to connect to my compute instance."
      • Include troubleshooting steps taken and any available test results.
    • Select the severity level for this request.
  3. Optionally, you can include the following details under Optional Information.
    • Service: Select the service that this support request is for.
    • Service category: Select the service category.
    • Issue type: Select the type of issue you are experiencing.
    • Resource OCID: Select the resource OCID.
  4. Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Creating a Support Ticket for a Specific Resource

For some services, you can create support requests for individual resources while viewing them in the Oracle Cloud Infrastructure Console. When you create a support request from the resource details page, the support ticket automatically includes relevant details about the resource from the General Information section of the page.

  1. On the resource details page, click the Support button (Support button).
  2. Click Create Support Request to open the Support Request form.
  3. Enter the following:
    • Issue Summary: Enter a title that summarizes your issue. Avoid entering confidential information.
    • Describe Your Issue: Provide a brief overview of your issue.
      • Include all the information that My Oracle Support requires to route and respond to your request. For example, "I am unable to connect to my compute instance."
      • Include troubleshooting steps taken and any available test results.
    • Select the severity level for this request.
  4. Optionally, click Show the information we've gathered to display the resource details included in the support request.
  5. Click Create Request.

Requesting a Root Cause Analysis (RCA)

To request a root cause analysis for an outage, create a support request and include Root Cause Analysis (RCA) Request in the Issue Summary field.

Tip

Use the Oracle Cloud Infrastructure Status page to view the current status of services or to sign up for emails that notify you about outages.

Requesting a Service Limit Increase

  1. Open the Help menu (Help menu icon). In the Support section, click Request service limit increase.
  2. Enter the following:
    • Primary Contact Details: Enter the name and email address of the person making the request. Enter one email address only. A confirmation will be sent to this address.
    • Service Category: Select the appropriate category for your request.

    • Resource: Select the appropriate resource.

      Depending on resource you select, additional fields display for more specific information.

    • Reason for Request: Enter a reason for your request. If your request is urgent or unusual, then provide details here.
  3. Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Viewing Support Tickets

Open the Help menu (Help menu icon) and click Visit Support Center.

Click Technical Support Requests in the Support section to display a list of technical support requests. To display billing support requests, click Billing Support Requests.

Adding Comments and Attachments to a Support Ticket

To add comments and attachments to a support ticket:

  1. Open the Help menu (Help menu icon) and click Visit Support Center to display a list of technical support tickets.
  2. For technical support requests, under Support, click Technical Support Requests. For billing support requests, click Billing Support Requests.
  3. Click the name of the support ticket to which you want to add a comment or an attachment.
  4. In the Ticket Activity section, click Comments to add a comment or Attachments to attach a file.

    Comments

    1. Click the Add Comment button in the Comments section to display the Add Comment dialog.
    2. Type your comment, and then click Add Comment.

    Attachments

    1. Click the Upload File button in the Attachments section to display the Upload File dialog.
    2. You can drag and drop a file or browse for a file to upload. Files cannot exceed 100 MB and cannot be executable.
    3. Click Upload to upload the file.

Deleting Attachments from a Support Ticket

To delete an attachment from a support ticket, follow the prompts from the Console to My Oracle Support, as follows:

  1. Open the Help menu (Help menu icon) and click Visit Support Center to display a list of technical support tickets.
  2. For technical support requests, under Support, click Technical Support Requests. For billing support requests, click Billing Support Requests.
  3. Click the vertical ellipsis at the end of the row containing the support ticket from which you want to delete an attachment.
  4. Click Delete to display the Delete attachment dialog.
  5. Click the Go to My Oracle Support button to leave the Console and complete the delete attachment process.

Closing a Support Ticket

To close a support ticket:

  1. Open the Help menu (Help menu icon) and click Visit Support Center to display a list of technical support tickets..
  2. To close technical support requests, click Technical Support Requests in the Support section. To close billing support requests, click Billing Support Requests.
  3. Click the name of the support ticket you want to close.
  4. Click Close Ticket to display the Close Ticket dialog.
  5. Enter a reason for closing the ticket and click Close Ticket.