Tuesday Sep 09, 2014

Guided Resolutions when Creating a Service Request (SR)

Anyone logging Service Requests recently 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, released July 2014.  It is designed to guide you to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configuration.

The following screenshot shows what you will see if a guided resolution flow is available, in this case for WebCenter Portal (WCP) Patching questions/issues.  Notice the yellow box that says Guided resolution has been activated.  This is what tells you there is a guided resolution for that Problem Type.

The goal is for users to get access to Oracle best practices for diagnosing issues across key product areas while retaining the flexibility of filing an SR in the event that a solution is not found.

The following screen shot shows the start of a guided resolution with the list of options available.

At the time of this writing there was only one WCP guided resolution, Patching.  In the coming weeks and months we will continuously add more.

Along with the new guided resolutions, there will be a restructuring of the WCP Problem Types.  For consistency from one product to another, the first level of Problem Types will be the same across all products and will look like the following screenshot.  The second level will be unique to each product.  This change will be coming soon for WCP.

Click here to reference the official statement on the  Guided Resolution Feature (PDF).

Please be aware that Guided Resolutions are being constantly improved with new flows and will incorporate more products


We encourage you to send feedback on your experience by selecting the "Contact Us" link from  My Oracle Support and then selecting Problem Type "General issues with MOS" >> "Software-MOS Feedback/Enhancement Request."

Your feedback helps drive our ongoing efforts to enhance your My Oracle Support experience.

Thursday Jun 27, 2013

SR Activity Summaries Via Direct Email? You Bet!

If you’ve ever opened a Service Request through My Oracle Support (MOS), you know that most of the communication between you and the Oracle Support Engineer with respect to the issue in the SR, is done via email. Which type of email would you rather receive in your email account?[Read More]
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This is the official blog of the Portals Proactive Support Team. Here we will provide information on our activities, publications, product related information and more. Additionally we look forward to your feedback to improve what we do.

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