Friday Aug 31, 2012

When Do OS Questions Belong on Hardware Service Requests?

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My Oracle Support—Logging an Operating System Service Request


One of the concerns we hear from our customers with Premier Support for Systems is that they have difficulty logging a Service Request (SR) for an operating system issue.

Because Premier Support for Systems includes support for the hardware and the associated operating system, you log any operating system issues through a hardware Service Request.

To create a hardware Service Request, you enter the information into the Hardware tab of the Create Service Request screen, but to ensure that the hardware Service Request you enter is recognized and routed appropriately for an operating system issue, you need to change the product from your specific hardware to the operating system that the hardware is running.

The example below shows you how to create a Service Request for the operating system when the support level is Premier Support for Systems. The key to success is remembering that the operating system coverage is part of the hardware support.

To begin, from anywhere within My Oracle Support, click on the Create SR button as you would to log any SR:


Step 1

Enter your Problem Summary and the Problem Description


Step 2


Next, click on the Hardware tab.


Step3


Enter the System Serial Number (in this case “12345”) and click on Validate Serial Number:



Step 4


Notice that the product name for the hardware indicates “Sun Fire V490” with an option for a drop down List of Values.


Step 5


Click on the product drop down and choose the correct operating system from the list. In this case I have chosen “OpenSolaris Operating System”

Step 6


Next, you will need to enter the correct operating system version:

Step 7


At this point, you may proceed to complete and submit the Service Request.

If your company has Premier Support for Systems, just remember that your operating system has coverage under the hardware it runs on, so start with a Hardware tab on the Service Request screen and change the product related information to reflect the operating system you need help with.

Following these simple steps will ensure that the system assigns your Service Request to the right support team for an operating system issue and the support engineer can quickly begin working your issue.

Friday Aug 24, 2012

Get More From Your Service Request

Leveraging Service Request Best Practices

Use best practices to get there faster.

Best Practices

In the daily conversations I have with customers, they sometimes express frustration over their Service Requests. They often feel powerless to make needed changes, so their sense of frustration grows. To help you avoid some of the frustration you might feel in dealing with your Service Requests (SR), here are a few pointers that come from our best practice discussions.



  1. Be proactive. If you can anticipate some of the questions that Support will ask, or the information they may need, try to provide this up front, when you log the SR. This could be output from the Remote Diagnostic Agent (RDA), if this is a database issue, or the output from another diagnostic tool, if you’re an EBS customer. Any information you can supply that helps us understand the situation better, helps us resolve the issue sooner. As you use some of these tools proactively, you might even find the solution to the problem before you log an SR!

  2. Be right. Make sure you have the correct severity level. Since you select the initial severity level, it’s easy to accept the default without considering how significant this may be. Business impact is the driving factor, so make sure you take a moment to select the severity level that is appropriate to the situation. Also, make sure you ask us to change the severity level, should the situation dictate.

  3. Be responsive! If this is an important issue to you, quickly follow up on any action plan submitted to you by Oracle Support. The support engineer assigned to your Service Request will be able to move the issue forward more aggressively when they have the needed information. This is crucial in resolving your issues in a timely manner.

  4. Be thorough. If there are five questions in the action plan, make sure you provide an answer for all five questions in one response, rather than trickling them in one at a time. This will allow the engineer to look at all of the information as a whole and to avoid multiple trips to your SR, saving valuable time and getting you a resolution sooner.

  5. Be your own advocate! You know your situation best; make sure Oracle Support understands both how and why this issue is important to you and your company. Use the escalation process if you're concerned that your SR isn't going the right direction, the right pace, or through the right person. Don't wait until you're frustrated and angry. An escalation is as simple as a quick conversation on the phone and can be amazingly effective in getting your issues back on track. The support manager you speak with is empowered to make any needed changes.

  6. Be our partner. You can make your support experience better. When your SR has been resolved, you may receive a survey request. This is intended to get your feedback about how your SR went and what we can do to improve your overall support experience.
SupportEngineer
Oracle Support is here to help you.

Our goal with any Service Request is to provide the best possible solution as quickly as possible. With your help, we’ll be able to do this with your Service Request too.

 

Thursday Aug 16, 2012

Why should you listen to us?

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Are you on the Oracle Premier Support inside track?

InsideTrack If your answer is ‘yes’ then you probably already know how to ‘Get Proactive.’

If your response is ‘no’ or ‘tell me more,’ then through this blog we invite you to join us; learn from Get Proactive power users and subject matter experts all of whom have great insights, war stories, tips, tricks, and best practices that help make them successful and reduce their reactive footprint.

Your time is important to us, so let’s cut to the chase.

Here is an example of a common scenario for which proven best practices, tools, and capabilities exist….

Did you know that more than 50% of Oracle support issues reported by Oracle Premier Support customers already have a proven and documented solution available?ExclamationPoint

The real surprise is that we maintain more than 400,000 active articles in the My Oracle Support Knowledge Base. We make this knowledge directly available to Oracle Premier Support customers, without taking a single additional bit of your hard-earned capital.

And more importantly, we dine in our own restaurant!

When an Oracle Support Engineer begins working a Service Request, one of the first resources they use is the My Oracle Support Knowledge Base to locate a known, proven, documented solution.

Would you like to shorten your troubleshooting steps and move directly from issue to resolution?

In future posts we will tell you exactly how you can accomplish this and much more. Stay tuned for a featured Get Proactive 'insider best practice' post here every week.

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Let the 'Get Proactive' team help you achieve resolution faster; simplify your daily operations; reduce risks and maximize uptime through preventative maintenance.

How? By sharing our own best practices, tips, and tricks. Get on the ‘Insider's Track.’

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