By SamanthaF-Oracle on Jan 28, 2014
Did you know that you can affect how your SR is routed based on the Problem Type you choose in My Oracle Support?
The initial routing of your SR to an engineer is all dependent on how you choose to classify your issue. If you don't understand the problem type options and choose the incorrect one, your SR will still get routed to the correct team but it will go the scenic route - around the houses instead of as the crow flies!
Choosing the best problem type means it's routed to the correct group working those issues first time which means the engineers with the skill set to handle your issue or question will get working on it right away. If it goes to a different team, they will review the issue and decide which is the appropriate group for that issue and transfer that SR. So speed up the resolution of your issue by getting it to the right team - first time.
When you are in MOS and you have chosen Oracle Payables as a product, the problem type drop down box (as shown above) contains the following options:
1099 US Tax Reporting
Accounting Issues and Reporting
Payables Payments Issues and Reporting
Invoice Processing and Reporting
Supplier Issues and Reporting
EBTax (Payables) Issues e.g. Tax related processing and calculation
Internet Expense/Procurement Card Issues
Patch Application Issues
Other Payables Issues
You might be unsure what to select if you can't account an invoice or your trial balance is causing you concern. What about a question about Transfer to GL or Period Close? Well that would always be an accounting issue because the problem is with accounting code.
What about if you have a payment workbench problem, payment reports are wrong, users can't print a check or you have questions about AP/AR Netting? What about PPR problems? Those are all payments issues.
If you cannot enter an invoice or are struggling to discard an invoice line, have holds you don't understand, cannot match an invoice or mass additions isn't picking up certain invoice distributions and you don't understand why, then those would be an invoices issue. The Invoices team also handles prepayment questions and helps troubleshoot report issues where figures are not as expected. Invoice Approval Workflow is also an invoices area. Generally, if it's related to processing of an invoice but not accounting or paying an invoice then it would be an Invoices issue.
1099 issues have their own option in the drop down menu as specialist knowledge of 1099 US tax reporting is required.
Supplier setup, merge or import problems, supplier report concerns and even Supplier Bank Accounts all fall under the suppliers category.
EBTax (Payables) issues is a tricky one, because you might think an error when validating an invoice or a problem trying to match to a PO would be invoices, but if that error relates to the tax distributions or the error message is EBTax related those issues would not be handled by the Invoices team but by the EBTax experts. If the EBTax team decides it's not specifically related to EBTax code they will transfer the issue as appropriate but starting with the EBTax experts is your best bet due to the complexity of tax setup.
The technical team handle anything performance related or issues with invalid objects, locks, flexfield setup, document sequencing and upgrade issues..
If you are using localizations and the piece of functionality you have an issue or question with is a localization specific question or the error indicates the code failing is localization code then that should always go to the localization team for review.
All patch issues are handled by the patching community so that should be easy enough to know when to use that option.
Other Payables Issues is a catch all bucket which should only be used if you cannot find another topic that your issue would fall into. It will need to be reviewed and categorized and the receiving engineer will then transfer the ownership of the SR to the team they feel would be best equipped to handle that issue. This may be the correct team but it could take a couple of transfers to find the correct engineer. Since there is a delay in this review and reassign process, it stands to reason that initial contact with an engineer with the correct skillset will take longer, hence the reason to avoid this option if at all possible.
We hope understanding the Problem Type structure will help you get your SR to the right team quicker but there are additional benefits in taking a minute to choose the correct template:
1) The knowledge documents that you will be shown during the SR logging process are specifically selected depending on the problem type you choose as they are the documents that other customers have found the most useful, when having problems in that area. For example, seeing our Invoice Matching troubleshooting assistant or a technical white paper explaining a new piece of functionality might give you a good chance of finding your answer before the SR reaches an engineer!
2) If the suggested documents don't help you resolve your problem then at least the questions you are asked in the next step of the SR logging process are specific to that problem type and providing these answers will allow the receiving engineer to get a jump start on understanding your problem.
3) We also request customers to upload diagnostic files that will help resolution so choosing the correct problem type means you are asked for the correct type of diagnostic information. No-one wants to waste time generating and uploading irrelevant diagnostic files.
If you are unsure which bucket to put your problem, please take a few minutes to review the sub-menus under each option and ensure you understand the types of issues handled by that team before categorizing your issue as 'something else' by using the Other Payables Issues option.