18.7 Escalate to Oracle Support

If troubleshooting does not resolve the issue, escalate to Oracle Support.

Gather the following information before opening a Service Request (SR):

• A detailed description of the symptoms, affected users, schemas, and objects.
• The Oracle AI Database version and patch level.
• Steps to reproduce the issue in a controlled environment.
• Trace files generated by enabling the relevant tracing category.
• Outputs from relevant diagnostic views: DBA_DATA_GRANTS, DBA_DATA_ROLE_GRANTS, DBA_DATA_ROLES, DBA_END_USERS, DBA_APPLICATION_IDENTITIES, DBA_END_USER_SECURITY_CONTEXTS, and DBA_END_USER_SECURITY_CONTEXT_DATA_ROLES.
• Relevant UNIFIED_AUDIT_TRAIL entries for Oracle Deep Data Security (Deep Sec) operations and access attempts.

After you have collected this information, submit your SR through My Oracle Support (MOS) and attach all diagnostic data and trace files.