Logging a SR: New Guided Resolution Feature in MOS
By Paul Anderson -Oracle on Sep 05, 2014
(in via Lia)
Anyone logging Service Requests in the last month or so would have noticed changes to some of the options made available to you.
Oracle has enhanced 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 configurations.
The example below shows what you will see if a guided resolution flow is available, in this case for Essbase / Shared Services
(click to enlarge in new tab)
The aim 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 guided resolution with the list of options available to you
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 then selecting "General Issues" >> "Software-MOS Feedback".
Your feedback helps drive our ongoing efforts to enhance your My Oracle Support experience.
(Text and Picture: Lia; Layout: Torben)