"Did You Know" that you can expedite your SR’s by supplying good information?

  Would you believe that the majority of the service requests (SR) we receive, do not contain good information? In fact,  they don’t mention a  program name, contain any print screens or include a description of what the issue actually is.   In addition, about 10% of the SRs we receive contain an incorrect Product and Category code. Thus causing the SR to be routed to the wrong group which delays a resolution even more.

 

When adding service requests, there are a few key steps to follow. The Summary line is valuable. If you complete the summary line with a Keyword of what the issue is such as, Commitments, Material Issues, BOM, Routing, MRP, WIP (for P31802), Variance (for P31804), Work Center, Leadtimes or Backscheduling, (just to name a few) My Oracle Support will accurately suggest white papers and solutions for you. When completing the Product and Category code correctly, the SR is assigned to the correct group upon entry.