Know Your Service Request Status
By My Oracle Support Team-Oracle on Sep 26, 2012
To monitor a Service Request or not to monitor a Service Request... That should never be the question
Monitoring the Service Requests you create is an essential part of the process to resolve your issue when you work with a Support Engineer.
If you monitor your Service Request, you know at all times where it is in the process, or to be more specific, you know at all times what action the Support Engineer has taken on your request and what the next step is.
When you think about it, it is rather simple... Oracle Support is working the issue, Oracle Development is working the issue, or you are. When you check on the status, you may find that the Support Engineer has a question for you or the engineer is waiting for more information to resolve the issue. If you monitor the Service Request, and respond quickly, the process keeps moving, and you’ll get your answer more quickly.
Monitoring a Service Request is easy. All you need to do is check the status codes that the Support Engineer or the system assigns to your Service Request. These status codes are not static. You will see that during the life of your Service request, it will go through a variety of status codes.
The best advice I can offer you when you monitor your Service Request is to watch the codes. If the status is not changing, or if you are not getting responses back within the agreed timeframes, you should review the action plan the Support Engineer has outlined or talk about a new action plan.
Here are the most common status codes:
Work in Progress indicates that your Support Engineer is researching and working the issue.
Development Working means that you have a code related issue and Oracle Support has submitted a bug to Development.
Please pay a particular attention to the following statuses; they indicate that the Support Engineer is waiting for a response from you:
Customer Working usually means that your Support Engineer needs you to collect additional information, needs you to try something or to apply a patch, or has more questions for you.
Solution Offered indicates that the Support Engineer has identified the problem and has provided you with a solution.
Auto-Close or Close Initiated are statuses you don’t want to see. Monitoring your Service Request helps prevent your issues from reaching these statuses. They usually indicate that the Support Engineer did not receive the requested information or action from you. This is important. If you fail to respond, the Support Engineer will attempt to contact you three times over a two-week period. If these attempts are unsuccessful, he or she will initiate the Auto-Close process.
At the end of this additional two-week period, if you have not updated the Service Request, your Service Request is considered abandoned and the Support Engineer will assign a Customer Abandoned status. A Support Engineer doesn’t like to see this status, since he or she has been working to solve your issue, but we know our customers dislike it even more, since it means their issue is not moving forward.
You can avoid delays in resolving your issue by monitoring your Service Request and acting quickly when you see the status change. Respond to the request from the engineer to answer questions, collect information, or to try the offered solution. Then the Support Engineer can continue working the issue and the Service Request keeps moving forward towards resolution.
Keep in mind that if you take an extended period of time to respond to a request or to provide the information requested, the Support Engineer cannot take the next step. You may inadvertently send an implicit message about the problem’s urgency that may not match the Service Request priority, and your need for an answer.
Help us help you. We want to get you the answer as quickly as possible so you can stay focused on your company’s objectives.
Now, back to our initial question. To monitor Service Requests or not to monitor Service Requests?
I think the answer is clear: yes, monitor your Service Request to resolve the issue as quickly as possible.