In last week’s article we shared the value of the documented solutions in the knowledge base and ability to get fast answers from the extensive network of MOS Communities. This week we share best practices for getting to faster solutions when working with your Service Requests.
* Choose carefully when selecting options in the Guided Resolution – the paths you choose determine several things for your SR including: suggested solutions (documents, guides, URLs, etc.) and files that will be required for troubleshooting the issue you’ve selected.
* Provide details and attachments for the SR – this not only gives the engineer the info needed to research your question/issue, but also provides other benefits. The Support team has developed automation that can search your SR information and files to provide targeted proven solutions quickly. And, if the SR needs to be transferred, your details can help to provide the direction needed to get it where it needs to be as quickly as possible.
* Provide information and files requested after SR creation – these additional requests are made to help us pinpoint and research your issue to get us to a faster resolution for you. When possible, use Support Analyzers to gather the information and data needed for your issue. Information about analyzers and the EBS index of those available can be found in 1545562.2. https://bit.ly/3xoqanB
If you feel the info/file request is not relevant to your issue, let us know as soon as possible so that we can get on the right track again. “Automated Troubleshooting Process” doc ID 1998077.1 explains how automation is used to speed resolution and what to do if you need assistance. https://bit.ly/37co4fK
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