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Copyright (c) 2020, Oracle. All rights reserved.

Oracle Confidential.

How to create a
Technical Service
Request (SR) in My To
Bottom
Oracle Support (Doc
ID 1321379.1)

In this Document
Was this
 Goal
Solution
document
References helpful?
Yes

Applies to: No

My Oracle Support -
Docume
Version 3.3.1.0.0 and
later
nt
Information in this
document applies to any
Details
platform.

Goal HOWT
Type: O
To create a technical
Status: PUBLIS
software Service
Last Major HED
Request
Update: 24-Mar-
Last Update: 2019
Solution Language: 25-Dec-
2019

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>Clic
k 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

References
NOTE:1439980.1 - How
to Create Service
Requests for Software
Issues Using a Hardware
Support Identifier
NOTE:1266589.1 -
Cannot Create
/Find/Search/View/Reop
en a Service Request
(SR) on My Oracle
Support: What Settings
Should Be Checked?
NOTE:728988.5 - Oracle
Configuration Manager
Quick Start Guide
NOTE:1169383.1 - How
To Create a Service
Request With
System/Configuration
Information When the
Product Is Not Listed
NOTE:1302578.1 -
Unable To See Option
To Create SR Or View
SRs Under Service
Requests Tab in My
Oracle Support
Related Products
My Oracle Support

Information Centers
No Information Center available for this document.

Document References
How to Create Service Requests for Software Issues Using
a Hardware Support Identifier [1439980.1]

Oracle Configuration Manager Quick Start Guide

[728988.5]

How To Create a Service Request With

System/Configuration Information When the Product Is
Not Listed [1169383.1]

Unable To See Option To Create SR Or View SRs Under

Service Requests Tab in My Oracle Support [1302578.1]

Using Vertex Q Series and Troubleshooting the Integration with R12 E-Business Tax
(EBTax) [761438.1]
E-Business Tax Content Upload Sql Loader Program Shows Records Not Processed In Log
[1448682.1]
EBTax Content Upload Program Error: Cannot Insert NULL into
("AR"."HZ_GEOGRAPHY_RANGES"."MASTER_REF_GEOGRAPHY_ID")
[1299363.1]
E-Business Tax Content Upload Process Data Program Errors in ZXUPPROCESSDATA -
ORA-01427 Single-Row Sub-Query Returns More Than One Row [1110133.1]
E-Business Tax Content Upload Process Data Program (ZXUPPROCESSDATA) Error -
Unexpected Error in Process_Data: ORA-08103: Object No Longer Exists [1555592.1]

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  Support Tools > My Oracle Support > Configuration Management > My Oracle Support

Keywords
CREATE SERVICE REQUESTS; CSI; CUSTOMER SUPPORT IDENTIFIER; PROFILE;
SERVICE REQUEST; SR CREATION
Translations
 English Source  Chinese 简体中文  Japanese 日本語

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