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My Oracle Support (MOS)
Support Provider Support Identifiers (SPSIs) and
Service Request (SR) Management
Training for Oracle Partner Network (OPN) Support Providing Partners

Oracle Global Customer Support Services
April, 2018

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners

Safe Harbor Statement
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functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 3

Learning Objectives

1 Support Provider Support Identifiers (SPSIs)
2 My Oracle Support (MOS) Service Request Management
3 Resources

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 4

All rights reserved. | Oracle Confidential – Internal and Authorized Partners 5 .Support Provider Support Identifiers (SPSIs) Your Key to Accessing Oracle Support! Copyright © 2018. Oracle and/or its affiliates.

patches and software downloads. | Oracle Confidential – Internal and Authorized Partners 6 . All rights reserved. and collaborative support services provided through Oracle’s My Oracle Support (MOS) portal.Overview of Support Identifiers (SIs) Your Key to Accessing Oracle Support! • Formerly known as Customer Support Identifiers (CSIs) • An SI is a unique identification number provided by Oracle to our customers and partners. based on a valid license or hardware transaction when annual support is purchased or renewed—Note: You may have multiple Support Identifiers! • Used to gain access to various personalized. Service Request (SR) logging/tracking. and more • When logging an issue with Oracle Support. in order to validate your eligibility to receive support services and identify your account information up front Copyright © 2018. training. it is important to use the specific SI that is appropriate for the products about which you are inquiring. support communities. Oracle and/or its affiliates. proactive. which includes an extensive knowledge base.

All rights reserved.Obtaining Your Support Identifier (SI) • Entitlement to Oracle Support Services depends on your Level of Service (LOS) with Oracle • Partners typically obtain an SI in the following scenarios: – As a software support benefit (see OPN Membership level benefits here) for development and demonstration purposes for partners that are accepted as an Oracle PartnerNetwork (OPN) Gold or higher level member – OPN software SI – When purchasing support on an Oracle software or hardware solution as a customer for internal use – direct software or hardware support SI – When becoming an Oracle Software Support Provider – primary software Support Provider SI (SP SI) used when creating a service request for an end customer – When becoming an OPN Field Delivery or Help Desk Support Provider – primary Support Provider SI (SP SI) used for creating a hardware or software service request for an end customer • Contact the Oracle Partner Business Center to log a non-technical Service Request for questions regarding your assigned SIs Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners 7 . Oracle and/or its affiliates.

so it is important to associate the SI with the correct partner administrator contact as soon as possible • An end customer should not be granted access to the Partner SP SI Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners 8 . ongoing administration of the SI is the responsibility of the Partner through the role of the Customer User Administrator (CUA) – The CUA administers users’ access to the SI for the Partner’s support services and Service Request information – You should set up several CUAs for back-up coverage purposes when one CUA is unavailable – The first user in your company to register a newly assigned SI will be provided the option to become the CUA by default. Oracle and/or its affiliates.Support Identifier (SI) Administration • Once the Support Identifier is assigned. All rights reserved.

Oracle and/or its affiliates.oracle.Support Identifier (SI) Administration . All rights reserved.com – Click your name at the top right and select “My Account” – Select the “Support Identifiers” link on the left side of the screen under “Administrative” to see the SIs for which you have CUA privileges – Note: You can select an SI and edit the “Name” and the “Description” Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners 9 .Continued • You can view your existing Support Identifiers in My Oracle Support (MOS) – Login to http://support.

oracle.com to register and create an account then request access to the SI • The CUA will receive an alert in the Message Center (mail envelope icon in upper right corner in MOS) • The CUA will enter MOS->Settings->Pending User Requests and approve or deny access – The CUA can add an existing user to an SI if the user belongs to another SI that the CUA manages • CUA enters MOS->Settings->Manage Users • CUA selects the user and click on the “Grant Access…” button Copyright © 2018. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 10 .Continued • Adding Users to an SI is accomplished within MOS by the following two methods: – New users will need to go to http://support. Oracle and/or its affiliates.Support Identifier (SI) Administration .

a tab appears where you can add Users. software licenses. Hardware Assets and Software Assets to the new SI Copyright © 2018. Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners 11 .oracle. All rights reserved.com – Click your name at the top right and select “My Account” – Click on the “New” button back on the “Support Identifiers” page – Select the Organization/Account to associate the new SI – Provide a “Name” for the SI and optional “Description” field and set access defaults – Click on “Create” and a new SI is generated – After SI is created.Creating new Support Identifiers (SIs) • You are no longer restricted to Support Identifiers (SIs) generated/provided by Oracle • The Customer User Administrator (CUA) can either create new SIs or use existing SIs as a basis to group hardware assets. and users into Support Identifier Groups (SIGs) • You can create new Support Identifiers in My Oracle Support (MOS) – Login to http://support.

All rights reserved.Creating new Support Identifiers (SIs) . Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners 12 .2) Copyright © 2018.Continued How to Create and Manage Support Identifier Groups tutorial is provided on MOS (DOC ID 1569482.

changes to assets can be rolled back manually – Once created. Oracle and/or its affiliates. a new SI Group cannot be deleted. | Oracle Confidential – Internal and Authorized Partners 13 . please refer to My Oracle Support Doc ID 1569482.Support Identifiers Groups (SIGs) • For more information on SI Groups. it can be hidden when all assets are removed • End customers should not be provided SR Create privileges for any SI Group Copyright © 2018.2 • Please carefully plan any SI Group implementation – There is no systematic ability to automatically roll back changes made to an SI Group. All rights reserved.

All rights reserved. Hardware Example: Copyright © 2018. Oracle and/or its affiliates. when logging a Service Request on behalf of your end customer. along with the end customer’s SI. | Oracle Confidential – Internal and Authorized Partners 14 .Support Provider Support Identifiers (SP SIs) Only available for Support Provider / Field Delivery Support Providers • You MUST use your SP SI.

All rights reserved. | Oracle Confidential – Internal and Authorized Partners 15 . Oracle and/or its affiliates.Service Request Management My Oracle Support (MOS) Basics for Support Provider Partners Copyright © 2018.

Draft Service Requests 4. Bugs associated with your open SRs Copyright © 2018.Service Requests Home 1. Open and Closed Service Requests 2. End Customer Service Requests 5. “Contact Us” Service Requests 3. | Oracle Confidential – Internal and Authorized Partners . All rights reserved. Oracle and/or its affiliates.

| Oracle Confidential – Internal and Authorized Partners .Service Requests Home Each of the regions on the Service Request (SR) Home page can be customized or filtered to present the content that is the most important to you. Oracle and/or its affiliates. Copyright © 2018. For example: SRs can be filtered to show only Service Requests for certain Support Identifiers in your profile. All rights reserved.

The Column selections will depend upon your Support Identifier privileges.Service Requests Home You have the option to add and remove columns to show the content that is important to you. You can specify the columns that you prefer to sort by. Copyright © 2018. This example represents a full selection as the user has Hardware and Software responsibilities. All rights reserved. Oracle and/or its affiliates. Hardware privileges provide Asset- centric choices. | Oracle Confidential – Internal and Authorized Partners .

Service Requests Home You can export the table to a comma-separated- value file. | Oracle Confidential – Internal and Authorized Partners . Copyright © 2018. Oracle and/or its affiliates. All rights reserved.

| Oracle Confidential – Internal and Authorized Partners . All rights reserved. Oracle and/or its affiliates. Copyright © 2018. it sets the same criteria for each region within your Service Request Home Page.Service Requests Home When you set a PowerView.

Service Requests Home You can filter the entire home page by product from one of your Service Requests. in this case we selected the HP LT03 Tape product. Copyright © 2018. the Support Identifier. | Oracle Confidential – Internal and Authorized Partners . You could also select the platform. or some other visible attribute. Oracle and/or its affiliates. All rights reserved.

The Draft Service Request region in this case is empty since there are no Draft Service Requests for the HP LT 03Tape product.Service Requests Home PowerView turned on using the product HP LT 03 Tape. | Oracle Confidential – Internal and Authorized Partners . Service Request region shows only Service Requests for HP LT 03 Product type. Oracle and/or its affiliates. Copyright © 2018. Bug Summary region in this case is also empty since there are no bugs for the HP LT 03Tape product. All rights reserved.

Service Requests Home Turning PowerView off returns our Service Request Home Page to its regular state with each region providing its individual filtering. you can also choose to create a Service Request. From the Service Request Home Page. Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners . All rights reserved. Oracle and/or its affiliates.

Creating a Software Service Request Copyright © 2018. All rights reserved. Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners 24 .

prompting you to populate the “Problem Summary” and “Description” sections. All rights reserved. The ability to log Service Requests on Software and Hardware will depend on the Support Identifiers associated with your My Oracle Support profile.Service Requests Home . | Oracle Confidential – Internal and Authorized Partners .Software You can create a Service Request from the Create SR button within the Service Requests region. An alternate method is to create a new Service Request from an existing Service Request. Copyright © 2018. When you use this method. Oracle and/or its affiliates. you start out with a problem description from an existing Service Request and select that SR from a list.

Oracle and/or its affiliates. All rights reserved. Filtering on the word “Test” has narrowed the list of service requests. Copyright © 2018. Selecting a suitable existing Service Request will fill out other fields within the Service Request form.Service Requests Home With the filter function. you can narrow the lists of “Existing Service Requests” to identify one suitable to use as a template. | Oracle Confidential – Internal and Authorized Partners .

| Oracle Confidential – Internal and Authorized Partners . All rights reserved. Enter relevant Support Identifier(s) as appropriate and select the product details. you have the choice of either submitting it on your own behalf. or for an end customer. Copyright © 2018. When creating an SR as a Support Provider. Oracle and/or its affiliates.Service Requests Home Populate the Problem Summary and Problem Description text boxes.

the My Oracle Support portal may offer potential solutions. Copyright © 2018. If not. Oracle and/or its affiliates. you can click “This solved my problem.Service Requests Home Depending on your issue. All rights reserved. click “Next” to continue.” and a Service Request will not be created. | Oracle Confidential – Internal and Authorized Partners . If any of them resolved your issue.

For functionality issues. Provide more details about the nature of the issue. you also have the opportunity to connect with the Oracle Support NET Communities. Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners . Copyright © 2018.Service Requests Home You can upload any attachments or files relevant to the issue.

Copyright © 2018. you must read the definition and agree that your issue meets these criteria. All rights reserved.Service Requests Home At this point. Oracle and/or its affiliates. If you choose “Severity 1” (the highest). | Oracle Confidential – Internal and Authorized Partners . you can declare the severity of your problem.

All rights reserved. | Oracle Confidential – Internal and Authorized Partners . Oracle and/or its affiliates. Copyright © 2018. and then you must add TWO contacts from your organization who are available 24 x 7.Service Requests Home Complete the Severity 1 template.

Creating a Hardware Service Request Copyright © 2018. Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 32 .

Oracle and/or its affiliates.the ability to log Service Requests on Software started from the Create and/or Hardware will depend on the Support Identifiers SR button in the Service associated with your My Oracle Support profile.Hardware As for Software. Creating a Hardware Service Request is Remember . Requests region.Service Requests Home . Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners . All rights reserved.

Copyright © 2018. click “Search” to lookup the product). Input the Support Identifier and Hardware Serial Number for the product this request is being logged against. | Oracle Confidential – Internal and Authorized Partners 34 .Problem Statement and Serial Number 1. All rights reserved. Oracle and/or its affiliates. 2. Click Validate Serial Number (alternatively. Input a Problem Statement and Problem Description. 3.

Validate Serial Number Dialog 1. Highlight the desired product (if multiple are listed). 3. Copyright © 2018. Click Select when ready to proceed. All rights reserved. Oracle and/or its affiliates. 2. Validate the product is listed above. | Oracle Confidential – Internal and Authorized Partners 35 .

| Oracle Confidential – Internal and Authorized Partners 36 .Choose the Operating System (OS) Dialog Select an appropriate OS and Version. Oracle and/or its affiliates. All rights reserved. Copyright © 2018.

All rights reserved. Copyright © 2018.Choose Problem Type Select Choose Problem Type. | Oracle Confidential – Internal and Authorized Partners 37 . Oracle and/or its affiliates.

Parts Request On the Choose Problem Type menu: 1. Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners 38 . All rights reserved. 2. Select Z – Restricted (Authorized use only). Copyright © 2018.Problem Type . Select OPN Partner Field Delivery Request.

and Product. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 39 . Automation validates that the part you request on the next step is legitimate for the product shown on this page.Click “Next” to Continue Click NEXT to proceed The SR is being logged against this Support Identifier (SI). Copyright © 2018. Serial Number. Oracle and/or its affiliates.

All rights reserved. Upload Files/Attachments shows there are NO Data Upload requirements for this workflow. Additional Information contains the Part Request template that needs to be filled out next. Oracle and/or its affiliates.The Following Sections Are Now Displayed Problem Type confirms the choice you have made is OPN Partner Field Delivery Request. Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners 40 .

If you choose “Severity 1” (the highest). Oracle and/or its affiliates. Copyright © 2018. you can declare the severity of your problem. you must read the definition and agree that your issue meets these criteria. All rights reserved. | Oracle Confidential – Internal and Authorized Partners .Service Requests – Hardware At this point.

| Oracle Confidential – Internal and Authorized Partners 42 . Oracle and/or its affiliates.Service Requests – Hardware Your Hardware Service Request has been submitted and is now visible in the “Service Requests” area of MOS. Copyright © 2018. All rights reserved.

1 Copyright © 2018. view the 5 minute video found in note 603505. Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners . All rights reserved.1 To learn more about Service Request Priority Routing.Service Requests – Learn More: Note 603505.

Resources Where to Get Additional Information Copyright © 2018. All rights reserved. | Oracle Confidential – Internal and Authorized Partners 44 . Oracle and/or its affiliates.

All rights reserved. Oracle and/or its affiliates.2 – How to Create and Manage Support Identifier Groups (SI Groups or SIGs) .2 – Finding/Viewing the CUA Information for Your Support Identifier – Doc ID 1334433.Doc ID 1569482.1 – Customer User Administrator (CUA) Roles and Responsibilities – Doc ID 1544004.2 – Accreditation Series – Module 2: Support Identifiers (Video) – Hospitality Global Business Unit (HGBU) Field Delivery Support Provider MOS Training – Field Delivery Support Provider Service Request Templates – Parts Automation Process Training Copyright © 2018. | Oracle Confidential – Internal and Authorized Partners 45 .Resources • Oracle Partner Business Center • OPN Membership Level Benefits • My Oracle Support (MOS) – My Oracle Support Help – Registration FAQ – Licensing and Entitlement Issues – Doc ID 1603494.

All rights reserved.Copyright © 2018. Oracle and/or its affiliates. | Oracle Confidential – Internal and Authorized Partners 46 .