Oracle Cloud Infrastructure Documentation

Creating a Support Request

Create a support request in Support Management.

Note

Before You Begin

Technical support requests: To create a technical support request, your user account must have create privileges within a user group. If you can't create a service request, ask the Customer User Administrator (CUA) to assign you create privileges within at least one user group.

SDK, CLI, and API requests for creating a technical support request: If no user group (userGroupId) is specified, then a user group that you have create privileges for is automatically selected.

Although the Customer Support Identifier (CSI) number isn't required for a new support request, you can optionally add it. To find your CSI, see Finding Your Customer Support Identifier (CSI).

  • Following are basic steps to create a support request of any type.
    1. Open the Help menu Help menu and then select Create a Support request.
      If you're already on the Support Center page, then perform one of the following actions depending on the options that you see:
      • Select the link for the type of request that you want, and then select Create support request or Create.

        For example, select Technical Support Requests and then select Create support request.

      • Select Request Help.
    2. If you're directed to the Support Chat panel, then provide the following information.
      1. Enter a brief description of your issue.

        Relevant information is displayed. You might be able to resolve the issue at this point.

        Live agent and support request options are available for all but Free Tier customers.

      2. If you need more help, select Support request.
        You're prompted to choose a type of ticket.
    3. Provide information according to the type of support request.

      Technical Support

      • User group: Select the user group that you want to associate the support request with.
        Note

        If you don't see any user groups, ask the Customer User Administrator (CUA) to assign you create privileges within at least one user group for the tenancy.

        Upon creation, the support request's visibility is limited to users in the specified user group. Within the user group, the ability to update the service request is limited to users who are assigned the update privilege.

      • Issue summary: Enter a title that summarizes the issue. Avoid entering confidential information.
      • Describe your issue: Provide a brief overview of the issue.
        • Include all the information that Oracle Support needs to route and respond to your request. For example, "I am unable to connect to my compute instance."
        • Include troubleshooting steps taken and any available test results.
      • Select impact of issue: Select a severity level for this request.
        • Critical issue (highest severity)

          Review the advisory and then select the checkbox to indicate your agreement with critical outage requirements.

        • Significant impairment
        • Technical issue
        • General guidance (lowest severity)
      • Select a service group, service, service category, and service subcategory.

        If you started the support request creation process from a resource page, then the resource name and OCID are listed.

      • Gathered information (Optional): Review and optionally copy the automatically collected data for this support request (includes tenant ID, home region, chat session ID, console session ID, and type of support request).

      Billing Support

      • Billing support request summary: Enter a title that summarizes the issue. Avoid entering confidential information.
      • Describe your issue: Provide a brief overview of the issue.
      • Gathered information (Optional): Review and optionally copy the automatically collected data for this support request (includes tenant ID, home region, chat session ID, console session ID, and type of support request).

      Limit Increase

      See Creating a Limit Increase Request.

    4. Select Create Support Request.

    The new support request's detail page opens.

    My Oracle Cloud Support reviews the request and sends a confirmation email to the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

  • Use the oci support incident create command and required parameters to create a support request:

    oci support incident create --problem-type TECH|ACCOUNT|LIMIT --compartment-id <compartment-ocid> --csi <customer-support-identifier> --description <text> --severity <level> --title <text> [OPTIONS]

    Enter one of the following problem-type attribute values:

    • TECH: Technical support

    • ACCOUNT: Billing

    • LIMIT: Service limit increase.

    With line breaks:

    oci support incident create \
--problem-type TECH|ACCOUNT|LIMIT \
--compartment-id <compartment-ocid> \
--csi <customer-support-identifier> \
--description <text> \
--severity <level> \
--title <text> \
[OPTIONS]

    For a complete list of parameters and values for CLI commands, see the CLI Command Reference.

  • Run the CreateIncident operation to create a technical support request.