Today, I was wondering let me create a blog which will have all the basic points which are needed for a L1 Oracle DBA to know. It will be based on my experience so far. So if you think I need to add any post under L1ORACLEDBA category. Do let me know in comment section I will add it . For now, I will proceed with how to create a Service Request (SR) in My Oracle Support.
There are various reasons for which we can connect with Global Oracle Support based on client off-course. There are some clients which monitor the SRs and ask reasoning for the SR too. Lucky me I haven’t came cross such clients yet. Lets not discuss this here.
Oracle DBA usually asked to raise a SR ( Technical Service Request ) either for on going issue which needs attention Oracle Perspective / ORA-600 / ORA-7445 etc
Table of Contents
How to Login to Oracle Support
Login page and Graphics changed few times but the procedure is still the same
Go to oracle support (https://support.oracle.com) and Click on Login to My Oracle Support
Type your credentials – username and password. Please note you have to connect with team mates or client manager to get the credentials of the oracle support
How to Create SR with Oracle Support Team
Once you login to My Oracle Support, you will be on Dashboard page. Now Click on Service Requests as shown in below picture.
Now click on Create Technical SR as shown in below picture –
- You will chose the product, if you are raising it for ORACLE DATABASE – Enterprise Edition then chose that as product. If you are raising it for Oracle Goldengate then chose Oracle Goldengate as Product
- Product version like 19.11 or 19.9 or 19.7 based on your database version.
- This will hide based on Option you chose on point 1 and 2
- You have to chose the OS ( use uname command identify the platform. For instance, if your OS is Sun Solaris then you have to chose the Sun Solaris with it’s base version 5.11 or 5.10 etc.
- If the system is owned by oracle itself like EXADATA machine or EXACLOUD then chose Yes.
- Problem Type – There it will give drop down for all the related topic on which you will face issue. Like Cluster installation/patching/upgrade or Database installation/patching/upgrade (single instance) or ora600 etc
- Usually you have only one Support Identifier but there are chances that you have different contract with Oracle and hence you got different Support Identifier. That will be listed here. Using this Oracle SR Engineer comes to know if you have taken support for that specific issue. If you remember 11g was there on extended support till last year. If you have taken extended support for 11g from Oracle this information will be stored in Support Identifier.
Based on Problem type Selected, next tab will ask you certain issues. Here in our case I was raising for Performance issue. So it asked the incident time, if issue is on going or resolved. etc And click Next
In Next tab it will ask you to upload the logs which you have collected regarding the issue. Like TFA or any other supporting logs. And click Next
Now fill in the contact information.
Click Submit once everything looks okay to you.
If you refresh the page in between these 4 tabs then you need to fill the complete SR from beginning. There is no save point option / save to draft option as such.
Reference –
Create a Service Request
How to create a Technical Service Request (SR) in My Oracle Support (Doc ID 1321379.1)