Enhancement to My Oracle Support
Launch of Descriptive Severity for Service Requests
10 March 2023
Purpose
Streamline and improve the process for a customer to describe the severity of an SR in My
Oracle Support, Oracle Cloud Support, and Cloud Console.
Benefits to you Connected with Oracle
Pull forward details about your current need We learn more about your situation sooner
to set the right Severity sooner. so we can adapt and accelerate solutions,
minimizing impact to your business.
Drive expediency in issue resolution time
Reducing unnecessary steps and
Provide consistency in the support downgrades to get to your solution sooner.
experience across portals and products.
For a Critical Outage, we can reduce
business impact by getting to it sooner.
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The Changes
Updated SR Creation Quicker Follow-up Cycles Embedded Learning
New Fields: For Critical Outage SRs in customer working or solution Changes are intuitive and
Issue Type, Business Impact, and offered status, MOS will send 2 follow up reminders, system will guide you
System Lifecycle. each 2 hours apart. through the changes in the
SR creation flow.
Issue Type is the new descriptive If there is no customer update 2 hours after second
severity. reminder, MOS will change SR to Significant Impairment. New tool tips provide
instant explanation for just-
Numerical severity is set by the Critical Outages for certain products or services will in-time exploration.
selected Issue Type and is now automatically be worked 24x7 by Oracle. We will only
read-only. contact you if needed.
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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 24x7 if needed.
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.
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New fields: Business Impact and System Lifecycle
Business Impact System Lifecycle
• System Unavailable • Production Live: A live production service or system.
• System Partially Available without • Production Feature Implementation: Implementing a new
Workaround feature to extend the use of a live production service or system.
• System Partially Available with Workaround • New Implementation: A new system is going live in near future.
• System Fully Available • Non-Production: Project on a service or system that is not live.
These new fields add details to describe and support Issue Type.
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MOS: New Fields in “What is the Problem?”
Numerical Severity is read-only.
Severity tool tip wording updated.
Default: 3 - Standard.
Three New fields added to SR flow.
1
2 Issue Type defaults to Technical Issue.
3
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MOS Cloud Portal : New Fields during SR Create
Issue Type is
shown after the
Service is 1
selected
Default :
Technical Issue
2 Numerical Severity is
read only
3
Default: 3 - Standard.
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MOS: Customer Selects Critical Outage (Issue Type)
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MOS: Business Impact
No tool tip for Business Impact.
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MOS: Business Impact Behavior
Issue Type Selected Business Impact
Critical Outage Available If “General Guidance” is selected,
Significant Impairment Available Business Impact is not needed.
Technical Issue Available
General Guidance Removed from view
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MOS: System Lifecycle
? Click the Tool Tip next to System Lifecycle
to review LOV options and definitions.
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MOS: Changes to Work 24x7 flag
• We are changing to work the Critical outage SRs on a 24x7 calendar.
• This change will be rolled out gradually.
• For products or services that receive this change, the “Work 24x7” selection defaults to
“Yes” and is read-only. We will only contact you if needed.
• For all other products or services, there is no change to “Work 24x7” selection.
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When will you see these changes in MOS?
18 Mar 2023
Please have all team members who enter SRs register to attend
one of the scheduled Cloud Customer Connect Webinars to
learn more about this SR enhancement:
March 16 at 11:00 a.m. EST
March 16 at 11:00 p.m. EST
March 21 at 11:00 a.m. EST
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