Working With Oracle Service Requests

How do I create an SR?

To create an SR, click Create SR at the top of the Service Requests home page or in the top left corner of the Service Requests region. Depending on the Support IDs registered in your profile, you may then need to select Software or Hardware.
The Create Service Request wizard guides you through the process of specifying product information, and attaching configuration information to the SR when it is filed with Oracle Support. To ensure that Oracle Support has the most accurate system configuration details, you should associate the correct system to your service request.
Note: If you do not have privileges for creating SRs for the selected Support ID, the Create SR is visible. If required, contact your administrator to request this privilege.

How do I create an SR based on an existing SR?

You can save time by using an existing SR to create a new SR. To create an SR based on an existing SR, do one of the following:

• Right-click an SR in the Service Requests region, then select Create SR Like Selected SR.
• Select an SR in the Service Requests region, click Actions, then select Create SR Like Selected SR.

The product information on the second page of the Create Service Request wizard is automatically filled in with information from the existing SR.

How do I create an SR from a system?

You do not need to be in the Service Requests tab to create an SR. In most places where My Oracle Support displays a system, you can create an SR by right-clicking the system, then selecting Create SR. For example, on the Dashboard tab, you can right-click a system in the Systems region and select Create SR.

What are draft SRs and how are they saved, updated, and deleted?

When you create an SR, you can choose to save the SR as a draft. Draft SRs are also created when you upload a file when you create an SR. Draft SRs are listed in the Draft Service Requests region.
To view a draft SR, do one of the following:

• Click the draft SR link in the Draft Service Requests region.
• Select a row in the Draft Service Requests region, then select View from the Actions menu.

To update a draft SR, do one of the following:

• Click the draft SR link.
• Select a row in the Draft Service Requests region, then select Update from the Actions menu.

Note: Draft SRs are deleted after 30 days of inactivity. To retain a draft SR, update it within 30 days.
Note: You must complete and submit the draft SR to make it active.
To delete a draft SR, do one of the following:
Note: Only the person who created the SR or an administrator for the Support ID associated with the SR can delete a draft SR.

• Right-click a draft SR, then select Delete Draft SR.
• Select a row, then select Delete Draft SR from the Actions menu.

Working With Service Requests

How do I update an SR?

To update an SR, do one of the following:

• Right-click an SR in the Service Requests or Draft Service Requests region, then select Update.
• Select an SR in the Service Requests or Draft Service Requests region, then select Update from the Actions menu.
• When viewing an SR, click Update... or select Update... from the Actions menu.

How do I close an SR?

To close an SR, do one of the following:

• Right-click an SR in the Service Requests region, then select Close.
• Select an SR in the Service Requests region, then select Close from the Actions menu.
• When viewing an SR, click Close from the Actions menu.

How do I reopen a closed SR?

To reopen a closed SR:

1. Search for the closed SR to display the SR in the Service Requests region.
2. Select the closed SR, then select Re-open from the Actions menu.

Note: Selecting Re-open from the Actions menu sends a request to the assigned analysts, who makes the final decision whether to reopen the SR. The reopen request is subject to review by the owning engineer. Selecting Re-open does not guarantee that the SR will be reopened. As an alternative, consider opening a new SR and referencing the closed SR in the problem details.

How do I associate a system with an SR?

If you use the configuration manager collector, you can associate a system with an SR, as follows:

1. Select an SR.
2. Select Map System.. from the Actions menu.
3. Select the system and if more than one host is on the system, select a host.
4. Click Request Map.

See Also: For more information about the collector, click the Collector tab.

What are preferred contact methods?

The following preferred contact methods are available for working with an SR:

• Web
• Fax
• Phone
• Email

Contact through the Web is preferred and will facilitate efficient communication with Oracle Support. Contact through email simply means "Contact me when you've updated the SR by sending me an email notification." It does not mean "Send me the update through email."

How do I upload a file in My Oracle Support Flash?

Note: There is a 2GB file size limit.. Password protected files will not be uploaded.
To upload a file in My Oracle Support Flash:
Note: Omit step 1 if you are uploading a file while creating an SR.
1. Click Upload or click the Upload link.
2. Click Browse.
3. Select the file that you want to upload.
4. Click Upload.

How do I upload a file in My Oracle Support HTML?

Note: There is a 2GB file size limit. protected files will not be uploaded.
To upload a file in My Oracle Support HTML:
Note: Omit steps 1 and 2 if you are uploading a file while creating an SR.
1. Click Update SR.
2. Click the Upload Files to Support link.
3. Click Browse.
4. Select the file that you want to upload.
5. Click Upload Selected Files.

How do I view an uploaded file in My Oracle Support Flash?

To view an uploaded file in My Oracle Support Flash:

• If there is only one attachment for the SR click the file name link.
• If there are multiple attachments for the SR:
  1. Click the View Attachments link.
  2. Click the file that you want to view.

How do I view an uploaded file in My Oracle Support HTML?

To view an uploaded file in My Oracle Support HTML:
1. Click the Attachments link.
2. Click the file that you want to view.

How do I delete an uploaded file in My Oracle Support Flash?

To delete an uploaded file in My Oracle Support Flash:

• If there is only one attachment for the SR:
  1. Click the red X next to the file name.
  2. Click OK in the Confirm File Deletion window.

• If there are multiple attachments for the SR:
  1. Click the View Attachments link.
  2. Click the red X next to the file that you want to delete.
  3. Click OK in the Confirm File Deletion window.

How do I delete an uploaded file in My Oracle Support HTML?

To delete an uploaded file in My Oracle Support HTML:
1. Click the Attachments link.
2. Click the box next to the file that you want to delete.
3. Click Delete Selected.

How do I print an SR?

To print an SR, when you are updating or viewing an SR, click the printer icon in the Description header.

Customizing Settings

How do I add or remove an SR to my Favorites list?

To add or remove an SR to your Favorites list, do one of the following:

• Select an SR in the Service Requests region, then select Add Selected Favorites or Remove Selected Favorites from the Actions menu.
• Click the star icon in the row of the SR that you want to add or remove.

How do I show or hide columns?

To show or hide columns in the Service Requests, Draft Service Requests, and Bug Summary regions:

1. Select the edit icon, below the Actions menu.
2. Select Columns from the list.
   Columns with a check mark are currently visible.
3. Select or deselect columns in the list.

How do I sort SRs or bugs?

To sort SRs or bugs, click the column heading of the column by which you want to sort.

Description of Opened Service Request Status

Status	Description	Next action Owner
New	New SR with no update at Customer side or Oracle Support side since the creation.	Support
Work in Progress	The Oracle Support Engineer is working on the SR.	Support
Customer Working	The Oracle Support Engineer is waiting for an update from the Customer.	Customer
Review Update	The Oracle Support Engineer needs to review an update made to the SR.	Support
Development Working	The SR is linked to a bug and the Oracle Support Engineer is waiting for an update from the Development.	Development
Awaiting Internal Response	The Oracle Support Engineer is waiting for an update to an internal Request For Assistance.	Oracle Internal Source
Review Defect	The SR is linked to a bug and the Oracle Support Engineer needs to review the update to the bug by the Development.	Support
Review Task	A note has been added to the task. The Technical Support Center needs to review the update in the task.	Support
Awaiting Field Automatically Closed	The Technical Support Center is waiting that the task is closed by dispatcher. When the task is closed by dispatcher the SR is automatically hard closed.	Customer
Solution Offered	The Oracle Support Engineer provided a solution and is waiting from the Customer for a confirmation that the solution actually fixed the issue .	Customer
Automatically Closed	The Service Request Auto-Close process has been initiated. The SR will be closed with the status Close Initiated without any Customer Update received within 14 days.	Customer
Close Initiated	The Service Request Auto-Close process has been completed. The SR can still be re-opened as the Oracle Support Engineer did not complete the SR Hard Closure yet.	Customer
Close Requested	The Customer requested to close the SR. The SR can still be re-opened as the Oracle Support Engineer did not complete the SR Hard Closure yet.

Description of Closed Service Request Status

These Service Requests are "Hard Closed" which means that they cannot normally be re-opened.
However it is possible to request that the Service Request is re-opened. In that case the Oracle Support Engineer who owns the Service Request will review the re-opening request and decide to accept or reject it.: the decision will be documented in the SR.

Status	Description
Resolved with solution	The Oracle Support Engineer provided a solution and the Customer confirmed that the solution fixed the issue as expected.
Resolved with Workaround	The Oracle Support Engineer provided a workaround and the Customer confirmed that the workaround fixed the issue as expected
Customer Abandoned	The Oracle Support Engineer completed the SR closure process as no response was received from the customer within the Auto-Close time range.
No fault found	The Oracle Support Engineer completed the SR closure process as the problem was fixed but the root cause of the issue is unknown.
Enhancement Request	The Oracle Support Engineer completed the SR closure process as the SR was fixed with a Product Enhancement Request logged.
Duplicate	The Oracle Support Engineer completed the SR closure process as the SR was a duplicate of another Service Request.
Not Entitled	The Oracle Support Engineer completed the SR closure process as the Customer was not entitled to Oracle Support.
Defect Pending	The Oracle Support Engineer completed the SR closure process as a defect has been logged and the SR is closed with the Customer agreement to monitor the defect.

How to run Service Request Reports
1) Login to My Oracle Support (http://support.oracle.com)
2) Click in the "More" Tab 
3) Select "Reports"
4) Select Service Requests Report
5) Select the appropriate option (By Product, by platform, by status, by support identifier, by user name, by country, by severity, by time to close) or also select the time frame you want to run the report for:
6) Report will be created according to your options.