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Changes to Work 24x7 flag for Critical Outage Service Requests on 10/21

edited Oct 6, 2023 1:39PM in Using the My Oracle Support Portal (MOSC)

Since March 17, 2023, we updated our tools and processes to work Critical Outage SRs 24x7. This was initially rolled out to select products.

We are excited to announce that the Critical Outage processes in My Oracle Support will expand to all products. This will help us drive this consistent experience to all customers when creating Critical Outage SRs in My Oracle Support.

With this change, for all Critical Outage SRs, during SR create, “Work 24x7” selection defaults to “Yes” and is read-only. Oracle will work the SR 24x7. We will only contact you if needed.

We have included tool tips and targeted explanations in the SR flow to provide 'just-in-time' guidance.

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