Raise Service Requests

Before raising a service request, search in this documentation or check out the community forums (General Discussion, B2C Service, and Fusion Service) to see if you can find a solution to your problem.

If you are still unable to resolve your issue, you should raise a service request by following the steps appropriate to your version.

Customers using Intelligent Advisor Cloud Service with Fusion or standalone

Customers using Intelligent Advisor Cloud Service with Oracle Fusion (including HR Help Desk) or standalone, should raise a service request in My Oracle Cloud Support. To do this:

  1. Go to https://support.oracle.com/.

  2. Sign in to the My Oracle Cloud Support portal using your commercial cloud account or Oracle account as appropriate.



    The sign in options in My Oracle Support for OCI and Cloud applications support

  3. Click Create Service Request.

  4. For Service, select:

    • Oracle Fusion Service Cloud Service,

    • Oracle Fusion CX Sales Cloud Service, or

    • Oracle Fusion Human Resources Help Desk Cloud Service, or

    • Oracle Intelligent Advisor (for standalone)

  5. Use the AI Support Assistant to try and resolve your issue without needing to submit a Service Request. If the assistant cannot help, then type "Create SR" and then click the Create Service Request button provided by the assistant.

  6. Select the Issue type and Business impact.

  7. Select the System lifecycle.

  8. Provide a Title and detailed description for your service request.

  9. For Category, select:

    • Intelligent Advisor under CX Integration (for Fusion issues), or

    • General (for standalone issues)

  10. Click Submit Service Request.

Tip: If you have any trouble creating a Service Request, call the number on the Oracle Support Contacts Global Directory page. If you previously used https://cx.rightnow.com/ to raise service requests, you can continue to do so.

Customers using Intelligent Advisor Cloud Service with B2C Service

Customers using Intelligent Advisor Cloud Service with B2C Service should raise a service request at cx.rightnow.com. To do this:

  1. Login to https://cx.rightnow.com/.

  2. Click Support, then Submit a Service Request.

  3. Select Intelligent Advisor as the product line you are working with.

    The Intelligent Advisor option when creating a service request in cx.rightnow.com

  4. Click Next.

  5. On the Submit a Service Request page:

    1. Check if there is an active service event which may be affecting your site.

    2. Provide the impact, site, subject, product area, question and so on as required.

    3. Click Submit.

Customers using Oracle Policy Automation and Oracle Policy Modeling on-premises products

Customers using Oracle Policy Automation and Oracle Policy Modeling on-premises products should raise a service request in My Oracle Support. To do this:

  1. Go to https://support.oracle.com/.

  2. Sign in to the My Oracle Support portal using the Support for Oracle Hardware, Software, and Managed Cloud option.

    The button to sign in to other Oracle Support portals in My Oracle Support

  3. On the Service Requests tab, click Create Technical SR.

  4. On the Create Service Request: Problem page:

    1. In the Where is the Problem? section, select the Software On-Premise, Non-Oracle Cloud tab.

    2. For Product, select Oracle Policy Automation or Oracle Policy Modeling as appropriate.

    3. Provide the product version, operating system, problem type and so on as required.

      The settings required to log an Oracle Policy Automation Service Request in My Oracle Support

    4. For Problem Type, select Oracle Policy Automation.

    5. Provide the other necessary details (such as problem summary, description, severity and so on).

    6. Click Next and proceed through the following pages until you can submit the service request.