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SR Process

edited Mar 13, 2012 4:57PM in Using the My Oracle Support Portal (MOSC) 7 commentsAnswered
Hi,

May I know what is the process when an Oracle SR is raised?

From my experience, when Oracle SR is raised, Oracle Support (the frontliners) will troubleshoot first before passing it on to the engineering team if they hit a roadblock.

Once it is confirmed defect, engineering will pass it to Product Management team for impact assessment and approval forfix/patch.

Then the ball will be passed to Development team to build and test the patch.

Is there a flow chart that I can refer to?

Thanks and regards,

Azisha

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