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When raising a Service Request (SR) with the Oracle Support Team, it is important to include a detailed Problem Description.        cnt2200313.jpg


Below are some guidelines towards the type of information that should be included.


A good Problem Description would include the following information:


  • Describe the current behavior including details of the loss of functionality and the full detail of any error messages associated with the issue.
  • Describe the sequence of events that occurred.
  • What is the expected or acceptable result?
  • Is there a workaround?
  • Provide business impact information, estimated number of users affected, the significance of loss, associated milestones.
  • Whether it is a Production Issue or Non-Production Issue?
  • Is the problem reproducible in out of the box setup?
  • Detailed steps to replicate the issue in out of the box setup.
  • Patch Information.
  • If upgrading, please provide upgrade path versions being taken.
  • Provide any additional information relevant to the problem that may assist Oracle in troubleshooting and resolving it.


Providing this information will enable the Support Engineer to collaborate with you more effectively and focus their analysis on the specific problem experienced.


Feel free to open a community thread here, if you have any questions.

cnt2231550.jpgWe are glad to announce an enhancement to the Service Request creation process in My Oracle Support called Guided Resolution. This applies to new SRs being raised against the Elastic Charging Engine and the Pricing Design Center, products of the Oracle Billing and Revenue Management family.

What is in store:

  1. We now have better defined problem types and sub-types when raising a new SR.
  2. “Guided Resolution” consists of a few concise questions and answers resembling a decision tree to narrow down the aim of the issue being reported.
  3. Relevant knowledge documents are suggested based on the decision tree path taken providing a possible immediate solution to the issue.
  4. Relevant SR Data Collection (SRDC) documents are suggested where appropriate, describing what information should be collected to complete the SR creation.


We hope these enhancements in the SR creation process will improve the likelihood of finding a quick solution to common issues and speed up the SR resolution process with precise information being gathered as per SRDCs.


Feel free to open a community thread in Billing and Revenue Management (MOSC), if you have any questions about the feature.

Check out the exclusive list of How To KM Articles in BRM, PDC and ECE Products by clicking this KM Note ID: 1508029.1   


This Master Note is a reference to a collection of useful How To articles for these products.       

Some of the articles mentioned in the Master Note are:-

  • How To : Install And Setup An Instance Of ECE-PDC-BRM
  • How To : Rate Usage in ECE and Load the Output into BRM
  • How To : Deploy BRM JCA Adapter And Test Using BRMAdapterServletClient In Weblogic Server

and much more.

For the complete list of articles, refer to the mentioned KM Note.


You can also bookmark this KM Note under Favorite List as it gets updated regularly. For more information on how to bookmark articles, you can refer to this blog post.


Feel free to open a community thread here, if you have any questions about the feature.

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