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.

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:

• My Oracle Support

• Cloud Support

Access My Oracle 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

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.

Create a Service Request using My Oracle Support

Perform the following steps to create a service request from My Oracle Support interface:

1. Select 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. Select Next until you have provided all the mandatory information.

9. Select Submit.

Your service request is created.

Create a Service Request using Cloud Support

Perform the following steps to create a service request from Cloud Support interface:

1. Select 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.