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How to create a Technical Service Request (SR) in My To

Oracle Support (Doc ID 1321379.1) Bottom

In this Document

Goal
Solution
References

Applies to:
My Oracle Support - Version 3.3.1.0.0 and later
Information in this document applies to any platform.

Goal
To create a technical software Service Request

Solution

Page 1

What is the Problem?

1. Log into support.oracle.com

2. Select the Service Request Tab

3. Then select Create SR

If you are unable to see the create SR option please refer to document ID: Doc ID:1302578.1 -
Unable To See Option To Create SR Or View SRs Under Service Requests Tab in My Oracle
Support

4. Provide Problem Summary and Problem Description

Please note there is an option to edit Service Request language on the right handside

Where is the problem?

5. You will need to determine if the issue is configuration , hardware, software , cloud or
managed cloud services .

(i) These selections may vary depending on the support identifiers listed under your account
(ii) (General Oracle products fall under Software, the Hardware option is generally reserved
for Oracle System Customers (SunMicrosystems Product line and new Oracle System
Products)).

(iii) For Hardware SR's be sure to upload supporting files as request under Upload files to
enable faster resolution. For additional support please review the Service Request training
video.

Addition support is part of the My Oracle Support Help Menu

(iv) To create an Exadata/Exalogic Service Request please see the following document:

-Doc ID 1554458.1: Logging an Engineered System Service Request using your Engineered
System Hardware Serial Number

(v) For System/configuration Please see note: [Doc ID 728988.5: Oracle Configuration
Manager Quick Start Guide] for more information on how to download Configuration Manager.

(vi) Please see Doc ID 1450983.1 for: Logging an Engineered System Service Request using
Oracle Configuration Manager (OCM)

6.For software ,please select the Software tab

7. Choose the severity using the following criteria

1 - Complete loss of service. Problem or product defect causes complete loss of service in the
production environment or work cannot reasonably continue.

2 - Severe loss of service. No acceptable workaround. However, operations can continue in a

restricted fashion.

3 - Minor loss of service. The impact is an inconvenience that may require a workaround to
restore functionality.

4 - No loss of service. Minor error that does not impede operations.

8. Type into the Product field the desired product; this will bring up all options with the same
value that you have typed in.
If you do not see the product required please scroll to the bottom of the heading “My
licensed” until you see the heading “All products”

Please Note:

A. If Customers opts to use Configuration Manager, the product drop down list will only show
the products associated with that configuration. If the product under the configuration is not
appearing please see Doc ID 1169383.1: How to create a Service Request with
system/configuration information when the product is not listed.

B. If Customer opts to use or wishes to create a Profile please see the Help option in My Oracle
Support
Navigation steps:
support.oracle.com>Click on Help (Located top right hand corner) > Click on Table of Contents:
> Click on Service Request link > search for under Service Request Wizard:

9. Select appropriate option

10. Please select the Product version, language & operating system/version. (Once again any
field marked with a red asterisk is mandatory all other fields are optional)

11. Select the operating system version

12. If you have purchased an Engineered System you will be required to answer Yes or No to
the question “Is the software problem on an Engineered System?”

Please select “Yes” if this issue is in relation to the following products otherwise select “No”

Big Data Application

Database application

Exadata

Exalogic

Exalytics

Supercluster
13. Please select the problem Type by clicking on the arrow.
This list is determined by the product and support Identifier selected on page 1

Can’t see the full list of Support Identifiers?

(I) For users that have a partner Support Identifier (SI) listed in their My Oracle Support (MOS)
account, please note that the default option under the Question “Are you creating this SR on
behalf of an end user” Is Yes

(ii) Since the default Is Yes the user will only see Partner SI’s in the Support Identifier drop
down list

(iii) To log an SR using a Support Identifier that is listed under direct support and not Partner
related, please select “No” under the question “Are you creating this SR on behalf of an end
user”

(iv) The order of the fields will alter; the user will need to select the product first

(v) The Support Identifier drop down list will remain grayed out until the user selects the desired
product, this in turn will release the drop down list and reveal the SI’s in relation to the product
area

(vi) For information on creating software SR's under a hardware SI please refer to document ID:
1439980.1 - How to Create Service Requests for Software Issues Using a Hardware Support
Identifier. Please note if the Support level is HW/OS the user must navigate the following SR
Tab > Create SR > Hardware > validate Serial Number and continue on with the prompts until
completion

14. If the account linked to the CSI entered also has an Oracle Cloud Infrastructure subscription,
users will need to answer the question shown below. Answer "Yes" if the software product
choosen is installed on the OCI instance. After answering "Yes", a prompt will appear asking
the user to enter the OCI product/service applicable to the Software product. This information
is used to ensure that Support is aware of the hosted infrastructure and that they reach out to the
appropriate operations teams if any information about the instance is required during the
diagnosis or resolution of the issue you are reporting.
15. click on next

Page 2

Solve Your Problem Now

16. Once the problem Type is selected My Oracle Support will either attempt to gather
additional information about the problem or provide the user with knowledge based articles that
may resolve the issue

There is also a link to the best matches based on the information the user has entered.

Note: If you find the 'Next' button is greyed out on Page 2, please click the below arrow button
to expand the left side pane and click 'Continue' to go through all the questions.
Page 3

17.Please attach files if applicable and fill in all details under Additional Information
Please include a detailed business impact and select the appropriate options under the drop down
list for the remaining questions

Page 4

Contact

This section will determine the users preferred contact method and confirm if the user wishes to
work the SR 24x7 when Severity 1 was chosen
18. Please confirm the contact details and the preferred method of contact is correct.
19. If the SR was logged as a severity 1, please indicate if you wish to work the SR 24x7. If you
answer yes, provide the required secondary and manager contact information. Also you can
view and update your settings for SMS/Text notifications when the SR requires your attention
20. The user can also link an internal reference number to the Oracle SR

21. Hit Submit

Please Note:

The user must have a Software Support Identifier (SI) listed in their account details to log
a software Service Request. The user will not be permitted to create a software SR if there
are only Hardware SI's listed. Please see Doc ID: 1413758.1 - Whom to Contact for
Questions Regarding Support Identifiers (SI), Contracts and/or Licenses?

Those users that have both Manage Cloud (OD) and non-Manage Cloud (like
iaas/paas/saas) under the same CSI cannot create a severity 1 so they need to create the SR
with a sev 2 and then call support to increase the severity.
If the Service request does not appear under the Service Request Tab, please refer to

Doc ID 1266589.1: Cannot find/search/view the Service Request (SR) on My Oracle

Support. What settings can be checked?

Additional Information:

-Oracle has a strict policy of addressing one issue/symptom per Service Request.

Please open a new SR for each problem

-If the user selects the Contact Us Option in My Oracle Support, Oracle Support Interaction
Center window will open and user can click on Create Non-Technical SR to open a Non
Technical Service Request (SR).

Non technical SR's deal with issues such as:

MOS portal queries,

Password and log-in queries
Support Sales & Renewals Issues
Media Request and General Enquirers.

Selecting this option for technical Issues may cause lengthy delayed in assisting users with their
queries

To copy an Existing SR

To copy an existing SR please navigate to

1. Service Request Tab

2. Search on the desired SR closed or opened ( to view closed SR please click the paper icon
under Service Request Tab)

3. Right click on the URL of SR number or description

4. Click on Create SR like selected SR

5. A new window will appear populating the majority of fields

Please note**

If the page does not open to a new ticket when clicking on "Create SR like selected SR"

Please clear cache and cookies> log back in> Try again

If MOS is behaving out of the ordinary clearing your browser cache and cookies will help
improve performance