Enhancement to My Oracle Support – Launch of Descriptive Severity for Service Requests
On March 18, 2023, enhancements were made to the My Oracle Support (MOS) Release 23.03; which included the launch of descriptive severity.
Watch the Customer Connect recording presented by Hari Katla, who explained these changes. He explains how severity is set during the Service request (SR) creation process, along with the how and why Oracle is adopting these changes. In addition, this session reviews the important differences you will see in the support portals that you utilize.
The following topics are included:
- The Changes
- New Field: Issue Type
- New Fields: What is the Problem?
- Oracle Cloud Support: New Fields During SR Create
- Changes to “Work 24×7” Flag
- Learning Resources
- Production Cut-over
What is the Purpose of this change?
What are the changes taking place?
New field: Issue Type
- Critical Outage: A critical production system or a critical business function is unavailable or unstable. You or an alternate contact are available to work this issue 24×7 if needed. Examples of Critical Outages can be found here.
- Significant Impairment: A critical system or business function is experiencing severe loss of service. Operations can continue in a restricted manner. You are available to work during business hours.
- Technical Issue: Functionality, errors, or performance issue impacting some operations.
- General Guidance: Product or service usage question, setup or documentation clarification.
For more information, refer to Hari Katla’s Customer Connect recording. A copy of the presentation can be downloaded from there, too.
My Oracle Support Release Notes (Doc ID 780132.5)