5.1.2 What is a Contact Us SR?
A Contact Us SR is related to issues other than product support. Use a Contact Us SR for help concerning your account, permissions, issues with the web site, license and entitlement, sign in issues, ordering physical media, or if you are having issues filing a technical SR. Both primary and alternate contacts listed in the service request can edit a Contact Us SR.
The Service Requests region displays technical SRs. The Contact Us Service Requests region displays Contact Us SRs.
5.1.3 What is a Draft SR?
When you create an SR, you can choose to save it as a draft at any point before you submit it. The Draft SRs region lists any draft SRs associated with the visible SIs. After you click Submit in the Service Requests wizard, the SR is moved to the Service Requests region.
Auto Service Request (ASR) creates draft SRs for some fault events and for assets that are managed by Oracle Service Delivery partners. If you need assistance resolving the problem described in a draft SR that was created by ASR, you can add the required information and submit the SR. For more information about ASR, see the
5.1.4 What is an End Customer SR?
If your SIs are managed by an Oracle Support Provider Partner, the End Customer Service Requests region lists SRs that your Oracle Partner opened for the SIs that they manage.
If you are an Oracle Support Provider Partner you will see the SRs for your end customer listed in the Service Request region.
5.1.5 How do I view a service request in a new tab?
To view a service request in a new tab, right click on an SR number, then click Open in New Tab.
5.1.6 How do I change the time stamp from relative time to actual time?
By default, the time stamps associated with an SR are displayed relative to the current time. To change the time stamps to actual time (including time stamps on the SR Details page), see the
section of the Getting Started help.
5.1.7 How do I filter or search for a service request?
To search for an SR:
In one of the SR regions, select the search criteria from the menu next to the search box, enter text in the search box then click the magnifying glass icon.
Do one or more of the following, if desired:
Select the Advanced link to specify further filter preferences.
Click the Favorites icon (star icon under the Ask in Community button) to view the 100 most recent SRs marked as favorites.
Click the person icon under the Ask in Community button to show SRs only created by you.
Click the 4th item to the right under the Ask in Community button to include closed SRs in the search.
5.1.8 How do I view more SRs in the service requests regions?
To increase the number of SRs that are displayed in the Service Requests regions, click Detach at the top of the region.
By default, My Oracle Support displays only open service requests. To view closed SRs, select the include closed SRs icon (third icon from the View menu) in any of the SR regions. Keep in mind that doing this may slow system performance.
Where information is available through My Oracle Support, customers can view two full years of SR data. Where information is not available through My Oracle Support, Oracle Support will strive to provide SRs to customers within a rolling 2 year period from the time the request was submitted. Exceptions may exist where:
Data was not migrated to My Oracle Support and it is not feasible to retain the legacy system or keep it accessible.
Data is not reliable (for example, IBIS SR data before Jan-2009).
5.1.9 What is the Bug Tracker region?
The Bug Tracker region is populated with a list of published bugs and enhancements that you have marked as favorites or are associated with a favorite SR. A bug is displayed in the Bug Tracker until you remove the Favorite designation. Use this region to view bugs that you want to track.
Bugs tracked can include:
Bugs that you marked as favorites within the SR Details page.
Bugs that you mark as favorites while searching. To search for bugs with the Oracle Bug Database, select Bug Database in the global search box, enter search criteria, then click the magnifying glass. Click Advanced to use the advanced search filter.
Bugs that are associated to SRs that you mark as a favorite.
If you mark a bug as a favorite, either on the SR Details page or while searching, the bug automatically appears in the Bug Tracker region. It is displayed whether it is open or closed and remains in the Bug Tracker region until you unmark it as a favorite.
To search for bugs within the Bug Tracker region, enter search criteria in the Search box, then click the magnifying glass. Click Advanced to filter the bugs displayed. For example, you can filter by SR, SI, status, update dates or SR severity. Click the x on the left side of the Bug Tracker region to clear the advanced filter.
To add bugs from favorite SRs to the Bug Tracker region, click Add Bugs, select the box next to Bugs Associated with x Favorite SRs, then click Add as Favorites.
Click the View menu in the upper left of the Bug Tracker region to add or adjust the data columns, change the order of the columns, or export your bug list. To view the details of a bug, click a bug number link. If the bug is associated to an SR, click a related SR link to view the details.
5.1.10 What do the bug status numbers mean?
The following table lists the bug status numbers, their description, and usage:
5.1.11 What do the different severity classifications mean?
SRs and bugs have one of the following classifications:
Severity 1 - Complete loss of service for mission critical operations where work cannot reasonably continue.
Severity 2 - Significant or degraded loss of service or resources.
Severity 3 - Minor loss of services or resources.
Severity 4 - No work being impeded at the time - information is requested or reported.
The severity of an SR or bug reflects the business impact. The urgency reflects the time frame required for resolving the business issue. A Severity 2 issue that needs to be resolved within two days does not have the same priority of a Severity 1 issue. Discuss the issue and the time line for resolution with your Oracle support engineer to ensure that they understand the impact to your business and to ensure that the appropriate severity level is established.
Changing the severity is appropriate if the actual business impact has changed. It is important for your organization, for Global Customer Support, and for all of the other users of Oracle Support that severity levels reflect the actual business impact.
5.2 Creating Service Requests
5.2.1 What is Ask in Community?
Click Ask in Community in the Service Requests region to go to My Oracle Support Community where you can create a post to ask a question about the issue you are having. Doing this may eliminate the need to create an SR.
5.2.2 How do I create an SR?
To create a technical SR, click Create SR at the top of the Service Requests region. To submit feedback or for help with any non-technical issue, submit a Contact Us SR.To create a Contact Us SR, click Create "Contact Us& SR at the top of the Contact Us Service Requests region or click Contact Us at the top of any My Oracle Support page. If you are creating a technical service request, depending on the SIs registered in your profile, you will be able to create hardware SRs, software SRs, Cloud, and Managed Cloud SRs.
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 select the Configuration tab in the Where is the Problem? section on the Problem page. If a configuration is not associated with the product you are creating the SR on, click the Hardware tab, Software tab, or other appropriate tab to initiate the SR Create wizard and flow.
Click the SR Profile link in the Where is your Problem section to create a new SR profile. The link opens the Service Request Profile page on the Settings tab where you can create a new SR Profile. Note that no data is copied from the SR itself.
You can also create an SR profile by right clicking on an SR number in the SR region, then selecting Save as SR Profile.
section for more information about SR profiles.
section for more information about using the Service Request Wizard.
5.2.3 How do I save, update, and delete a draft SR?
Draft SRs are listed in the Draft Service Requests region. When you create an SR, you can choose to save the SR as a draft before submitting it to Oracle Support. Draft SRs are not visible to Oracle Support. Use a draft SR to gather and refine information before submitting it. Draft SRs are automatically created when you upload a file before submitting the SR. Draft SRs are also created by Auto Service Request (ASR) and Oracle Enterprise Manager.To view or update a draft SR, click the draft SR Number or Problem Summary link in the Draft Service Requests region.
To delete a draft SR, in the draft SR row click the red x in the Delete column. Draft SRs are visible to anyone with the SI associated with the draft SR in their profile. However, only the user who created the draft SR or an administrator can delete a draft SR.
5.3 Working With Service Requests
5.3.1 How can I apply PowerView and Advanced filters?
You can use PowerView to filter the SRs displayed in the Service Requests, End Customer Service Requests, Contact Us Service Requests, and Bug Tracker regions. You can create and save PowerView filters as well as edit and delete existing filters. You can filter the data returned in the regions using any of the available filter types:
Support Identifier
End Customer
Product Line
System Description
System Name
Target Type
When PowerView is turned on, all of the regions on the Service Request tab are filtered. Each of the regions will indicate in the top left what filters are being used on that region.
Click Advanced in the Service Requests, Contact Us Service Requests, End Customer Service Requests, or Bug Tracker region to filter data only in that region. You can filter using one or more SIs in your profile, search by date ranges (SR date open, date closed, date updated, and milestone date), or filter by the SR Severity. In addition, you can filter by contact first name and last name, contact country, SR status, SR source, and project milestone.
5.3.2 What are preferred contact methods?
The following preferred contact methods are available for working with an SR:
Contact through the web is preferred, and will facilitate secure communication with Oracle Support. However, to receive service request details by email, you must select Email as the contact method on the Severity/Contact page of the SR wizard.
5.3.3 How do I change the primary contact for an SR?
To change the primary contact for an SR, open the SR then click the Edit link next to the Primary Contact.
5.3.4 How do I update an SR?
To update an SR in the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the SR link, click Add Update, enter information in the Update Details box, then click Post Update.
You can include a link to a bug, another SR, or to a Knowledge document within the body of an SR update. To make the item a link, you must use one of the following formats:
Knowledge Documents, where XXXXXXX.X is the document id:
note XXXXXXX.X
doc id XXXXXXX.X
document id XXXXXXX.X
Bugs, where XXXXXXXX is the bug number:
bug XXXXXXXX
SRs, where X-XXXXXXXXXX is the SR number:
SR X-XXXXXXXXXX
SR Number X-XXXXXXXXXX
Service Request X-XXXXXXXXXX
When you include one of the preceding prefixes with a Knowledge document, SR, or bug, including the space after the prefix, the text is converted to a link and anyone who can see this update can click the link to view the article.
5.3.5 How do I Request Management Attention on an SR?
When your business critical issue requires a higher level of attention from Oracle, you may choose to request management attention by telephoning Oracle Support. A request for management attention on an SR is appropriate when you:
Encounter a critical roadblock or showstopper to implementation or upgrade plans
Urgently need to communicate important business issues to managers in Oracle Global Customer Support
Are dissatisfied with the resolution or response to an SR
For more information about when and how to request management attention on an SR, refer to Knowledge Document , "How To Request Management Attention to a Service Request (SR) with Oracle Support Services":
5.3.6 What are SR details by email?
You will receive an email notification when an update is made to an SR for which you are listed as a primary contact. By default, the notification contains a link to the SR sign in My Oracle Support page where you can view the SR details.
You can choose to receive the details of the SR update in email (and not just the link to the SR log). For security reasons, this option is turned off by default. Sending actual updates through mail is not as secure as logging in to My Oracle Support to view updates.
For information about enabling the SR details in email option, see the following sections of the help:
5.3.7 How do I close an SR?
To close an SR in the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the SR link, click Close SR, select a reason for closing from the list, enter information in the Update Detail box, then click Post Update.
The SR is closed pending review by Oracle Support.
5.3.8 How do I reopen a closed SR?
To reopen a closed SR:
In the Service Requests, Contact Us Service Requests, or End Customer Service Requests regions, click the Include Closed SRs icon (4th item to the right under the Ask in Community button), then search for the closed SR.
Click the closed SR number link.
Click Re-Open SR.
Select Reason for Re-opening from the list then provide additional details (if desired).
Click Re-open SR to submit your request
5.3.9 How do I upload a file?
To upload a file to an SR:
Do one of the following:
To upload a file to an existing SR, click the link for the SR in one of the SR regions, then click Add Attachment.
To upload a file while creating an SR, click Attach on the More Details page of the Service Request wizard.
You can upload files that Oracle recommends based on the product and problem type selected in the previous step or download other files that can help Oracle Support to resolve the issue.
In the Attach File window, click Browse, select the file that you want to attach, then click Attach File.
Password protected files will not be uploaded because all uploaded files are scanned for viruses and password protected files cannot be scanned.
If you attach a file to an SR that has the same name as an existing attached file, the new file is renamed to filename_autorenamex.yyy, where x is the number of duplicate files uploaded and yyy is the document extension.
If a file takes longer than two minutes to upload, a message is added to the SR informing you that the file is being processed. To see these messages, you must ensure that the Hide System Messages box is not selected.
5.3.10 How do I view an uploaded file?
To view a file uploaded to an SR:
Click the link for the SR.
In the Summary panel:
If there is only one file uploaded, click the file name.
If more than one file is uploaded, click View Attachments then click the file that you want to view.
5.3.11 How do I delete an uploaded file?
To delete a file uploaded to an SR:
Click the link for the SR.
In the Summary panel:
If there is only one file uploaded, click the x next to the file name.
If more than one file is uploaded, click View Attachments then click the x next to the file that you want to delete.
In the confirmation window, click OK.
5.3.12 How do I print an SR?
To print an SR:
Click the link for the SR.
The SR Details page appears.
Click the Print icon in the upper right corner of the page.
The printable view of the SR Details page appears.
Use your browser's print options to print the page.
5.4 Customizing Settings
5.4.1 How do I show or hide columns?
To show or hide columns, select the View menu in the region that you want to edit, select Columns, then select the columns that you want to show or hide. Columns with a check mark next to them are shown.
5.4.2 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.
5.5 Service Request Wizard
When you click Create SR, the Service Request wizard starts. Answer the questions in the Service Request wizard to create the SR.
5.5.1 General Questions about the Service Request Wizard
5.5.1.1 What is a Service Request Profile?
An SR profile is used to automatically fill in product information when you enter an SR.
To create an SR profile from an existing SR:
Select an SR in Service Requests or Contact Us Service Requests region.
A button menu appears.
Click Save as SR Profile.
Enter or edit the SR profile information, then click Save.
To create a new SR profile:
Select Service Request Profiles from the Settings tab.
Click Add SR Profile. The Add Service Request Profile screen appears.
Complete the form, then click Save.
5.5.1.2 How do I create an SR using an SR profile?
An SR profile is used to automatically fill in product information when you enter an SR.
To create an SR profile: from an existing SR:
Create a new SR.
On the Problem page, in the Where is the Problem section, click SR Profile.
Select an SR profile from the list.
The Problem page reappears, populated with the information from the SR profile that you selected.
5.5.1.3 What should I do if I start the wrong kind of SR?
If you started a software SR and meant to start a hardware SR, or vice versa, select the correct tab and confirm the service request type change to start a new SR, or click Cancel to return to the original SR.
5.5.1.4 How long after an SR has been closed before files and attachments associated with the SR are deleted?
SR data and associated files are retained seven days after an SR is closed. Associated files include any trace files, production data files, exports, screenshots, and other system files that include but are not limited to system information that is collected from a customer in connection with an SR, including Remote Diagnostic Agent (RDA) data tied to a particular SR.
5.5.1.5 How do I copy an existing SR?
To copy an existing SR from the Service Requests or Contact Us Service Requests regions:
Select an SR.
A button menu appears.
Click Create SR Like Selected SR.
The Service Request Wizard appears with the information copied from the SR you selected in the SR list.
Change or complete information where required, then complete the SR.
5.5.2 How do I create a software SR?
To create a software SR:
Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs, then click the Software tab in the Where is the Problem? section of the Create Service Request: Problem page.
Enter the required Problem Summary and Problem Description and any error code details in the What is the Problem? section. If your issue is related to a specific database error you will have the option to start the Guided Resolution tool later.
In the Where is the Problem? section, insert the cursor in the Product box. You can select the product from the list provided or you can enter all or part of the product name then select from the matches returned.
Make selections in the other required fields.
To select an Operating System, Database, or Database Platform value, insert the cursor in the appropriate box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.
Select a Problem Type to help the engineer better understand the issue.
The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.
Click Next to continue.
On the Solutions page, the preferred knowledge document is displayed and any other relevant knowledge documents related to the details provided on the Problem page are listed under Solve Your Problem Now.
Review the articles for recommendations that might solve your problem. If any of the listed knowledge documents solve your problem, click This Solved My Problem to cancel the service request.
Click Next to continue to More Details.
If necessary, change the problem type.
If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.
Click Attach to upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.
To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.
Click Next to complete the creation process.
Review the severity level descriptions and select the correct value for your issue. Additional contact information is required if you select the Severity 1 option.
You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.
If desired, you can specify a different primary contact from the list of authorized users for the SI.
You can optionally provide an internal tracking number to the SR. You can edit or add an internal tracking number on the SR Details page after you create the SR.
When you have completed the information on the Severity/Contact page, click Submit.
5.5.3 How do I create a Platinum or Engineered System SR?
To create an Engineered System or Platinum SR, follow the instructions in the following section,
and select the engineered hardware system in the Where is the Problem region. For more information about creating an Engineered System SR, see Knowledge Document , "Engineered Systems Resource Center":
To create a Platinum SR, follow the instructions in the
section. You must associate a Platinum system or host with your SR. For more information about creating a Platinum SR, see Knowledge Document , "Logging a Platinum Service Request":
5.5.4 How do I create a hardware SR?
To create a hardware SR:
Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.
If you choose to use a service request profile, select a profile from the menu. It is now possible to create a hardware SR profile using a system or a host (configuration).
From the Where is the Problem region on the Hardware tab, select the relevant serial number and operating system details specific to your issue.
If the serial number that you entered has operating system, engineered systems, or other software licenses associated with it, the Product field defaults to the hardware product.
To change Product to another product licensed to the Serial Number (if necessary), click the x next to the hardware product.
Select the appropriate product (if required).
To select an operating system and version, insert the cursor in the box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.
Specify the problem type to help the engineer better understand the issue.
The SI is populated from the selected serial number. If the serial number is related to more than one SI, you must select the relevant SI.
Click Next to continue to the Solutions page.
On the Solutions page, the preferred knowledge document is displayed with any other relevant knowledge documents related to the details provided on the Problem page. Review the recommendations returned for articles that might solve your problem. If any indicated knowledge documents solve your problem, click This Solved My Problem to cancel the service request.
Click Next to continue to the More Details page.
If necessary, change the problem type. If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.
Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.
To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.
Click Next to complete the creation process.
Review the Severity types and select the correct value. Additional contact information is required if you select the Severity 1 option.
You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.
If desired, you can specify a different primary contact from the list of authorized users for the SI.
You can optionally provide an internal tracking number to the SR.
Ensure that the hardware address is correct or click Add/Edit Service Address to select a different address, edit the existing address, or add a new address.
When editing an address, the changed address is subject to an address validation step in the address change process. The address is accepted if there are no other addresses associated with this asset or if the address that you entered is an exact match with an existing address. However, if the address that you entered partially matches an existing address, the found address is displayed. To keep the found address, click Keep This Address. Alternatively, you can further edit the address that you entered or click Use This Address to use the address listed under We Found.
After you have completed step 4: Severity, Contact, click Submit.
5.5.5 How do I create an SR using an Oracle configuration manager configuration?
To create an SR with an Oracle configuration manager (OCM) configuration:
Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.
In the Where is the Problem? region, click the Configuration tab.
Do one of the following:
To use a service request profile that you created using a configuration (a system and host or a host), from the Where is the Problem? region on the Configuration tab, select SR Profile.
To select the relevant system and host or host, from the Where is the Problem region on the Configuration tab, click Select Configuration...
Select the appropriate product (if required).
To select an operating system and version, insert the cursor in the box. You can then select a value from the list provided or you can enter text or partial text then select from the matches returned.
Specify the problem type to help the engineer better understand the issue.
The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.
Click Next to continue to the Solutions page.
On the Solutions page, the preferred knowledge document is displayed with any other relevant knowledge documents related to the details provided on the Problem page. Review the recommendations returned for articles that might solve your problem. If any indicated knowledge documents solve your problem, click This Solved My Problem to cancel the service request.
Click Next to continue to the More Details page.
If necessary, change the problem type. If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.
Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.
To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.
Click Next to complete the creation process.
Review the Severity types and select the correct value. Additional contact information is required if you select the Severity 1 option.
You are specified as the primary contact for the SR. If desired, you can specify a different primary contact from the list of authorized users for the SI.You can provide a phone number and contact method specific to the SR you are creating.
You can provide a phone number and contact method specific to the SR you are creating.
You can optionally provide an internal tracking number to the SR.
Ensure that the hardware address is correct or select or add an alternate address.
After you have completed step 4: Severity, Contact, click Submit.
5.5.6 How do I create a Cloud Services SR?
To create a Cloud Services SR:
Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs, then click the Cloud tab in the Where is the Problem? section of the Create Service Request: Problem page.
Enter the required Problem Summary and Problem Description and any error code details in the What is the Problem? section. If your issue is related to a specific database error you will have the option to start the Guided Resolution tool later.
In the Where is the Problem? section, insert the cursor in the Service Type box. You can select the service type from the list provided or you can enter all or part of the service type then select from the matches returned.
Make selections in the other required fields.
Select a Problem Type to help the engineer better understand the issue.
The SI is populated based on the products selected. Optionally, select a different SI from a list of approved SIs in your profile.
Select an environment (Fusion products only).
Click Next to continue.
On the Solutions page, the preferred knowledge document is displayed and any other relevant knowledge documents related to the details provided on the Problems page are listed under Solve Your Problem Now.
Review the articles for recommendations that might solve your problem. If any of the listed knowledge documents solve your problem, click This Solved My Problem to cancel the service request.
Click Next to continue to the More Details page.
If necessary, change the problem type.
If you change the problem type, the related knowledge documents, recommended files, and additional information requested may change.
Click Attach to upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.
To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.
Click Next to complete the creation process.
Review the severity level descriptions and select the correct value for your issue. Additional contact information is required if you select the Severity 1 option.
You are specified as the primary contact for the SR. You can provide a phone number and contact method specific to the SR you are creating.
If desired, you can specify a different primary contact from the list of authorized users for the SI.
You can optionally provide an internal tracking number to the SR. You can edit or add an internal tracking number on the SR Details page after you create the SR.
When you have completed the Severity/Contact page, click Submit.
5.5.7 How do I create a Managed Cloud Services SR?
To create a Managed Cloud Services SR:
Click Create SR in the Service Request region.
Enter a problem summary, description, and optionally, any error codes.
In the Where is the Problem? region on the Managed Cloud Services tab, select the Managed Cloud Services service or environment associated with your SR.
The SI is populated from the selected service. If the service is related to more than one SI, you will then select from a list of approved SIs in your profile.
Indicate whether you are experiencing an outage, a service issue or request, or have an issue with an Oracle product, make appropriate selections from the menus, then click Next.
In More Details you may be asked to provide more detailed information, and you can upload any relevant files for our review.
Review the recommendations returned for articles that might solve your problem (if available) then click This Solved My Problem if any listed knowledge documents solve your problem.
Upload any recommended files requested for the issue you are logging or any additional files that can help resolve the service request.
To ensure that the engineer has all of the relevant information about your issue, review and answer questions in the Additional Information section. These questions are specific to data previously provided.
In Severity/Contact, indicate the severity of your issue and update contact information if required. You are specified as the primary contact for the SR. Additional contact information is required if you select the Severity 1 option.
Optionally, provide a phone number and contact method specific to the SR you are creating.
Optionally, provide an internal tracking number for the SR. You can also edit or add an internal tracking number on the SR Details page.
Click Save as Draft or Submit.
5.5.8 How do I create an SR if I am a partner?
If you are a Support Provider Partner, you can create an SR in My Oracle Support on behalf of a customer, or for your own company. When the SR is created on behalf of your customer, the SR is progressed by the partner user contact, with minimal interactions from the customer contact. To create an SR as a partner for one of your customers, you must have a valid My Oracle Support account with the following:
A valid service provider partner SI which is mapped to asset information
Approved hardware or software SIs in your profile with valid service entitlement for the specific products and assets for both the partner and any customers
SR View, SR Create, and SR Update privileges selected customer contacts will not be able to create SRs.
To create an SR if you are a partner:
Click Create SR in the Service Request region available on the Service Requests or Dashboard tabs.
The following question appears:
Are you creating this Service Request on behalf of a Customer?
If you select Yes, you are prompted to select an SI from a list of SIs for your partner company and their customers. This list includes all of your approved partner SIs, and a list of all customer SIs related to the selected partner SI.
Select Yes or No to answer the following question:
Do you want the customer to be able to view this Service Request?
Select Yes to grant the customer associated with the SI the privilege to view the SR. Select No to prevent the customer associated with the SI from viewing the SR.
Depending on whether the SR is related to a hardware or software issue, complete the steps in one of the following sections:
5.6 Video Training
See the following Knowledge Documents for video training on service requests:
Knowledge Document , "How to validate your access to create a HW SR, SW SR or Cloud SR and How to Update your SR"
Knowledge Document , "How to Update and Manage Service Requests in My Oracle Support"
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