By Phil Catalano-Oracle on Jan 15, 2016
This is an update of an older post. If you've logged a Service Request over the past 6-12 months, you might have noticed changes to some of the available options.
Oracle is enhancing My Oracle Support (MOS) to provide a new Guided Resolution feature to help streamline the process for solving common software and hardware issues.
The feature was introduced in MOS 14.3 and released July 2014. Now, Middleware products and applications are taking advantage of this technology. It is designed to guide you straight to a solution; a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configuration. The release of this new decision-based logic will not happen all at once, but it will occur gradually as Engineers discover trends and popular solutions to recurring issues. If a guided resolution is available for your particular issue, the screen-shot below will show you what you'll see during the SR creation process. In this example, the issue is for the WebCenter Portal Server product, and centers around a Patching question. Notice the yellow box that says, "The following questions are designed..." This is what tells you that you're about to enter the logic "Flow" for that particular Problem Type:
The goal is for Engineers to provide customers immediate access to solutions that have proven to solve their specific problem, while simultaneously retaining the flexibility for a customer to file an SR in the event that the solution doesn't work for them. These changes are most evident on page 2 of the SR Creation process, the "Solutions" page. While it may be tempting to click "Next" to bypass this page so that you can create your SR more quickly, it's important to understand how hard Oracle worked to present this information. There is a lot here! First, the customer will be asked a few (2 or 3) questions about the issue. From their answers, we may be able to discover that they're experiencing a fairly common type of error. Without a Guided Resolution, the left of the page would contain a variety of notes from the Knowledge Base that matched a search of the customer's original description of the issue. These notes would come directly from a list of search results obtained "behind the scenes" before the "Solutions" phase was entered.
However, in a Guided Resolution, the "Solution Recommendations" section contains notes identified by Engineers as being the most helpful for this issue. On the right of the page, you'll see a hand-picked note, a note that engineers know from experience has solved this problem many times in the past. It's important to realize that this particular note isn't just a "top search result," rather, it's a note that has proven to solve this specific issue, time and time again.
For more information about this process, including more examples, screen-shots, and instructions, please see KM Note 2095128.1. Note that the examples in this note are for the WebCenter Content product.