Get help

You can raise a service request with My Oracle Support if you need help to resolve issues when working with Oracle Cloud Infrastructure GoldenGate.

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Submitting a Service Request

My Oracle Support is a customer portal that offers product services through various support tools and contains a repository of useful information, where you can find solution to your issue. You can raise a service request using this application through one of the following two interfaces:
  1. My Oracle Support
  2. Cloud Support
You must meet the following prerequisites to create a service request:
  • You must have a Support Identifier which verifies your eligibility for Support services.
  • You must have an account at My Oracle Support
  1. Access My Oracle Support at https://support.oracle.com.
    You can choose to create a service request either from My Oracle Support interface or from Cloud Support interface by using the switch toggle button on the top-right of the window.
  2. Perform the following steps to create a service request from My Oracle Support interface:
    1. Click Create Technical SR on the Service Requests tab.
    2. Enter the Problem Summary.
    3. Enter the Problem Description.

      Note:

      It is important to provide your home region, tenancy name and database name along with your problem details. You can optionally provide your user-friendly display name.
    4. Enter the Error Codes.
    5. Select the Cloud tab under "Where is the Problem".
    6. Specify GoldenGate Service in the Service Type field.

      Note:

      DO NOT select the legacy Oracle GoldenGate Cloud Service. Doing so will add an additional day of processing as your SR gets rerouted to the proper channels.
    7. Select a Problem Type and provide the Support Identifier details.
    8. Click Next until you have provided all the mandatory information.
    9. Click Submit.
      Your service request is created.
  3. Perform the following steps to create a service request from Cloud Support interface:
    1. Click Create Technical SR on the Service Requests tab.
    2. Follow through sub-steps 2.f to 2.i in the preceding step.
      Your service request is created.
    If you are asked to provide log files, follow the steps outlined in Collect Diagnostics.