Tag Archives: obiee support

Oracle Technical Support & Proper way to file SR

It always amazes me how some people don’t bother doing simple research before asking question on OTN. I’m sure that sometimes they just don’t have time to explore the issue by themselves or maybe they don’t know where they should look for information. Questions in one sentence like “My BI Server isn’t starting” or “I have ODBC error” without detailed description pop-up all the time on OTN. I’m a huge fan of metalink (i’m using metalink 3) – I’ve been able to locate some answers always instantly especially before OTN has become such a useful place as it’s now. Filing a service request is a sure way to at least get to the cause of the problem. Of course many times you would hit a BUG or a ENHANCEMENT REQUEST but at least you would know that it’s not your fault.  Through trial and error I’ve compiled a list of best practices that will help you to maximize your Oracle Support experience. Enjoy my SR tutorial:

Most important pre-SR exercise – run a simple search in Metalink / OTN to make sure that this issue haven’t been identified yet – there’s nothing worse than going through days of support e-mail back and forth and then receiving an e-mail that it’s a well-known bug / feature.

1. Make sure to give as detailed description of the problem as possible. Try to describe circumstances when it happens. If you have a question about functionality, be specific about your needs and what you are trying to achieve. If your description is very long – I suggest you type it in word and attach along with the rest of your SR.

2. Take screen shots of the error screens. Circle the problematic area or error message to help support analyst to pinpoint the problem.

3. Put your RPD, web catalog, screen shots into 1 archive. Attach lines from relevant log files (not the whole thing, but extracts). And attach it to the SR. Don’t forget to give your RPD’s admin password.I realized that most of the time, support would request those anyway, so you can be proactive about it. Why shouldn’t you do it now, rather than wait for them to ask you to submit those.

4. Be patient. You SR is important, but sometimes analysts get busy with high-priority tickets. Don’t escalate if nobody is replying within 1 day.  My experience shows that people want to help – it’s just maybe they’re taking their time to counsel with someone else and that’s the reason of the hold-up.

5. Be courteous. If there’s an update or request for more information – do your diligence and reply right away. If you receive an Oracle survey afterward, take a few minutes and fill it out. I don’t know for sure, but I’d guess that can have an impact on someone’s job. If they helped you, why shouldn’t you help out.

Do you have your favourite SR tips? Please share them in the comments.