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Copyright (c) 2020, Oracle. All

rights reserved. Oracle
Confidential.

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

In this
Document Was
Goal this
Solution docu
References
ment
Applies to: helpf
My Oracle
ul?
Support - Version
3.3.1.0.0 and later Yes
Information in No
this document
applies to any
platform.
Doc
ume
Goal
nt
To create a
technical software Deta
Service Request
ils
Solution

Page 1
Type: HO
Status: WT
What is the
Last O
Problem?
Major PUB
Updat LIS
1. Log into
e: HE
support.oracle.co
Last D
m
Updat 24-
2. Select the e: Mar
Service Request Langu -
Tab age: 201
9
3. Then select 25-
Create SR Dec-
201
If you are unable 9
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
(SunMicrosystem
s 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/configurat
ion 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/configurat
ion 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.co
m>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

References
 NOTE:1439980.1
- How to Create
Service Requests
for Software
Issues Using a
Hardware
Support Identifier
NOTE:1266589.1
- Cannot Create
/Find/Search/Vie
w/Reopen 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/Configura
tion 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]

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Related
Products
 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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