Oracle E business Suite : How To Create an SR class / class 22

 

Viewing Service Request

 HOW TO CREATE,VIEW, AND WORK ON SERVICE REQUEST IN ORACLE

  • What is Service Request page?

Ans   The service request page provides the filters that enables you to display the service request (SR) you want to see. When you click in the respective SR Number column, the SR opens in a new tab or window depending upon your browser settings .The SR Displays the SR number, SR Name on which name it has been created, and the SR Creation and SR Close date.

  • What are the different statuses in SR?

Ans   An SR can have following status:

  • Need Attention: Oracle Support is waiting for you to update the SR
  • Oracle Working:Oracle Support is working on the SR.
  • Closed: The SR is closed and no longer will worked on or solution is given by the oracle.

 

  • How do I filter SR?

Ans   The filter can be done on the basis of the following types of options:

  1. Service type, Service Name, or the product
  2. Status: If you select open status menu, SR with Oracle working or needs attention are listed.
  3. Last Updated: To Restrict the SR Displayed , select last week, last month, or last year.SR within the selected time period will be displayed.
  4. Created by me: This is the option which enables you to see SR created by me.

 

  • What do the severity in SR means?

Ans  SR and bugs have following classification

  • Severity 1: Complete loss of service for mission critical operations where work cannot reasonably continue.
  • Severity2: Significant or degraded loss of services or resources
  • Severity 3: Minor Loss of services or Resources
  • Severity 4:No work being impended at the time information is requested or reported.

The severity of the SR reflects the business impact. The urgent reflect time frame required to solve the business issue .A Severity 2 SR that needs to be resolved within 2 days does not have the same priority of severity 1 issue. To understand that you should take help of oracle support engineer which will tell that how much business is impacted and what severity is to be taken into consideration.

  • What is the service type , service name or the product?

Ans The service type is the type of service or product to which our company has subscribed,A service name is the instance where the service or the product is running.For Micro users these are the products that your company purchased.

  • Why can’t I find my SR?

Ans  If you don’t see your SR in the oracle cloud support this might be the cause that the product has changed internally and is no longer associated with the cloud services. In this case you can view the your SR in oracle support.

Creating Service Request:

7  How do I create an SR?

Ans   To Create an SR Click Create service request at the bottom of the service request page. First you have to fill up the mandatory information on the first page , you have the option of submitting the SR or providing more information to assist for oracle support to understand the problem and expedite a resolution.

8    What are the preferred contact methods of SR?

Ans   The  preferred contact methods available with the SR are

  1. Web
  2. Phone
  3. Email

Upon the severity of SR you can dial a phone or through a web access you resolve the critical issue which impacting the business on high basis. Contact through web is preferred as it will facilititate the secure communication with oracle support.

9 What are the SR Details by Email?

Ans You will receive an email notification when an update is made in the SR for which you are listed as the primary contact.In Support identifiers table you can select the box in SR details for each SI for which you want full email updates on the SR.

Working with SR

10) How do I update the SR?

Ans   To Update the SR

 1 Click a link in the SR number column 2 In the manage service window click add update 3 In the update detail box enter the information that you want to add then click apply.

If you have questions, please ask below

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