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When we require assistance from other internal team or development what is the approach support team

edited May 10, 2013 2:57AM in Using the My Oracle Support Portal (MOSC) 9 commentsAnswered
 Hi Folks,
When customer raised an SR, and engineer doesn't aware of the select statement preparation . I have few questions in this situation.

1. What is the approach engineer has to follow
2. When he/she should raise a bug to get development assistance
3. When he/she should raise internal SR to get assistance.

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