Getting Help and Contacting Oracle Support

When using Autonomous Transaction Processing on dedicated infrastructure, there will be times when you need to get help from the community or to talk to someone in Oracle support.

Chances are that someone else has likely asked your question in the past. To find out, use scoped search to look for answers in our documentation and our forum platforms. To perform a scoped search, go to your favorite search engine and specify the site URLs along with your specific search terms, as follows:

<Your Search Terms> site:oracle.com

If you don't find the answer, you can remove site:oracle.com to see whether one of the many public forums whose members discuss Oracle Cloud and Oracle Database give you the help you need.

If you can't find an answer to your question through search, you can submit a question to Cloud Customer Connect at cloudcustomerconnect.oracle.com, or you can create a service request to engage the Oracle Support team.

Create a Service Request in My Oracle Support

If you are having a technical issue using Autonomous Transaction Processing on dedicated infrastructure, you can contact Oracle Support by creating a service request in My Oracle Support.

Note:

If you have not created a service request before, see Set Up Access to My Oracle Support to perform any necessary one-time activities to access My Oracle Support.

Tip:

Before following these steps, sign in to your Oracle Cloud account at cloud.oracle.com in a separate browser tab or window so that you can quickly and easily get any information you need to complete your service request.

  1. Go to the My Oracle Support website at support.oracle.com and sign in with your Oracle account.

  2. If you see "MY ORACLE SUPPORT" next to the Oracle logo at the top of the page, click Switch to Cloud Support.

  3. Click Service Requests and then, after the page refreshes, click Create Technical SR.

    The Create Technical Service Request wizard is displayed.

  4. For Service Type, select Autonomous Database Dedicated.

    The Service Name and Problem Type fields are displayed after Service Type.

  5. For Service Name, select the value corresponding to your tenancy's CSI.

  6. For Problem Type, locate and select the problem type that most fits your issue. For example, you might select Database Administration > General DB Admin Issues.

    A list of information you need to provide for the problem type you selected appears after the Description field.

  7. For Problem Summary, enter a brief statement (up to 100 characters) describing your issue.

  8. For Description, enter a description (up to 2000 characters) of what went wrong, what you were doing that led up to it, and what you expected to happen.

  9. Complete the list of required information that follows the Description field.

    In addition to information about when you ran into your problem, you are often asked to provide the name and OCID (Oracle Cloud Identifier) of your tenancy and the cloud resource or resources you are having a problem with.

    To get information about your tenancy, sign into your Oracle Cloud account, click the Profile icon profile icon in the top corner to open the Profile menu, and then click the link for your tenancy to display a page that shows your tenancy's name, OCID and other information.

    To get similar information for a cloud resource (like an Autonomous Transaction Processing dedicated database), go to the details page for that resource.

  10. Check that your contact information is correct, and then click Next to go to the Additional Details step.

  11. At the Additional Details step, provide additional information about your issue, if requested, and upload any attachments that will make troubleshooting your issue easier. Then, click Next to go to the Confirmation step.

  12. At the Confirmation step, check the information you have provided. If you need to change anything, click Back to go back and change information. When you are satisified, click Submit.

    The Create Technical Service Request wizard closes and your newly created service request is displayed in the list of your Technical SRs.

Set Up Access to My Oracle Support

To create service requests with My Oracle Support, you must first perform these one-time activities:

  • Get (or have) an Oracle account, sometimes called an oracle.com or Oracle SSO account. This account, different from your Cloud account, gives you access to a variety of services on the Oracle website, like making purchases through Oracle Store and logging service requests in My Oracle Support.

    If you don't already have an Oracle account, see Get an Oracle Account for instructions.

  • Use your Oracle account to register your tenancy's Customer Support Identifier (CSI) in My Oracle Support.

    See Register Your CSI Number in My Oracle Support for instructions.

  • Link your Oracle account to your Cloud account in Oracle Cloud.

    See Link Your Oracle Account to Your Cloud Account for instructions.

Get an Oracle Account

  1. Go to the Oracle website at www.oracle.com.

  2. Click the View Accounts icon View Accounts icon. Then, under Oracle Account, click Create an Account.

    The Create Your Oracle Account page is displayed.

  3. Enter your email address and other details in the appropriate fields. Be sure to complete all the required fields.

  4. Click Create Account.

    After your account is created, you'll receive a confirmation email at the email address that you provided.

  5. Follow the instructions in the email to verify your email address.

Register Your CSI Number in My Oracle Support

  1. Get the CSI (Customer Support Identifier) number for your tenancy:

    1. Sign in to your Oracle Cloud account at cloud.oracle.com.

    2. Click the Profile icon profile icon in the top corner to open the Profile menu. Then, click the link for your tenancy.

      A page showing information about your tenancy is displayed.

    3. In the Tenancy Information tab, locate the CSI Number field and note down your tenancy's CSI number.

  2. Go to the My Oracle Support website at support.oracle.com and sign in with your Oracle Account.

  3. If prompted, accept the My Oracle Support terms of use.

  4. From the logged-in user menu, click My Account.

  5. In the Support Identifiers section, click Request Access. The Support Identifiers section displays the accounts that your user name is currently associated with.

  6. Enter your CSI number, an optional note to approver, and then click Request Access.

  7. Enter your company name that owns the CSI number and click Validate.

  8. Click Next and enter your contact details.

  9. Accept the terms and conditions and click Next.

The status of your request is pending until you receive approval from the Customer User Administrator (CUA) for your tenancy's CSI.