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SR Diagnostics Requests

edited Jul 8, 2019 12:54PM in Using the My Oracle Support Portal (MOSC) 3 comments

When opening service requests, the SR system almost always asks for diagnostics which I go ahead and upload while opening the SR. Once it gets handed off to a real person however, it seems like almost invariably they fail to look at the attachments section and simply ask for the same diagnostics all over again which, if I don't see the request immediately, usually ends up costing an extra day or more in resolution time. Does anyone else have this issue?

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