New Categories for "Problem Types" Available to Create New SRs!
By Ken Walker-Oracle on Aug 04, 2014
If you've created a new SR lately, for a WebCenter Content product, you may have noticed a big change! Behind the scenes, we're moving a few mountains to give our customers a more consistent view of our Support network, regardless of the Oracle product they may be interested in. It won't be long before the new "Problem Types" will be exactly the same for all customers, across the entire Oracle product platform.
Oracle WebCenter Content was an early adopter for this program, so you'll see the changes here first.
Observe the old choice list:
And the NEW choice list that will soon be available for all products:
In addition to these new Problem Types, Oracle will add some directed "Flows" or small "Decision Tree" types of nested questions designed to put the best solutions for known problems that are typically asked for. The goal is to get real solutions in front of the people asking questions, as quickly as possible.
For example, if you have a problem with "Security" and the configuration of a new LDAP environment, you'll be presented with a few quick questions (after you choose "Security" and "LDAP" in the new menus) and a "directed" solution to your problem will be presented to you. Our goal is to solve problems more quickly, and to reduce the number SRs in the system that you need to work and track, etc.
Stay tuned for many of these Flows, as they are released in coordination with these new Problem Types!