Viewing Service Request Details

Location: On the Incidents List view () at Customer and Service Level. For information on how to access the Incidents List view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard. Reports with closed service requests are available for individual environments, as explained in Accessing Service Request Information for Environments. Service request details can be accessed by clicking any record in the table view of widgets on the Incidents Dashboard view.

By default, the Incidents List view provides data for the current month, allowing you to determine whether any service requests were in progress at the time when a degradation in the performance of your transactions occurred. To see data for a different period of time, use the page time selector in the upper right corner, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.

Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type. Each record in the table on the Incidents List view displays the following information:

• The service request description, including:

  • SR Number: Specifies the service request number listed in My Oracle Support.

  • Summary: Provides a very brief description of the service request entered in My Oracle Support.

    Note:

    Descriptions for service requests generated by the Monitoring and Advisory Service have a "MAU-SR" prefix.

• The severity level: 1-Critical, 2-Significant, 3-Standard, and 4-Minimal.

• The environment the service request is associated with

• The service request status and substatus

• The product version the service request is associated with

• The date and time when the service request was created

• The date and time when the service request was last updated

To see the full service request summary, click any row in the table, which will open the SR Detail page on the My Oracle Support portal.