Raise a Service Request with Oracle Support

19.7 Raise a Service Request with Oracle Support

If troubleshooting does not resolve the issue, raise a service request (SR) with Oracle Support.

Gather the following information before opening an 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.

In the SR form, select Database Generic as the area, Deep Data Security (Deep Sec) as the component or option, the appropriate issue category (for example, Configuration and Setup issues, or How-To/Consultative Questions), and then describe your issue.