Shelby Klingerman, Content Curator |

As part of Quest Experience Week JD Edwards Day, Kathie Simpson, Senior Principal Technical Support Engineer from Oracle, spoke about how to better leverage Support and Support Tools to be more effective and efficient in your job. She covered methods and capabilities that can help customers maximize their support experience and obtain faster resolutions with JD Edwards Support—helping them work smarter, not harder.

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Tips for Submitting a Service Request

When submitting a Service Request through My Oracle Support, it’s important to make it well-formed and detailed to ensure that you receive the proper assistance. Here are some tips for submitting a Service Request to help ensure you get the answers you are looking for:

• Provide a comprehensive description of the issue
• Ensure that the business impact is described in detail
• Verify that the Severity Level is set appropriately and accurately represents the business impact
• Diagnostic data is a vital element of your Service Request because it will help expedite analysis and diagnosis of critical errors

Tips for Partnership and Collaboration with Your Engineer

Kathie also covered some tips for collaborating with your engineer and creating a partnership that can help you achieve faster resolutions. There is also an Oracle Doc (166650.1) titled “Working Effectively with Oracle Support—Best Practices” that can help customers learn how to work with their Oracle Support team. Some best practices include:

• Partner in phone calls where appropriate
• Partner in web conference sessions where appropriate
• When possible, test in a Pristine (non-custom) environment
• Communicate when a change in severity becomes necessary
• Escalate concerns via the manager attention process (view Oracle Doc 166650.1 for more information)

Achieving Quicker Time to Service Request (SR) Resolution

There are three recent My Oracle Support enhancements that are designed to improve the customer experience and help customers achieve quicker resolutions. These enhancements include:

• Improving overall quality of SRs logged with Guided Resolutions: Guided Resolutions are a part of the SR creation process for specific product/problem types. They can help guide customers to recommended solutions more easily. If recommended solutions do not resolve the issue, the troubleshooting flow assists in obtaining an accurate description to narrow down what the problem is. From there, an SR Data Collection (SRDC) will be provided with the SR.
• Reducing resolution times with SR Data Collection (SRDC) and Automated Data Collection: Automated data collection simplifies and speeds up the processes to collect a consistent set of required data. This helps shorten the time it takes to clarify issues and resolve SRs. Automated data collection is triggered by a specific path taken in Guided Resolution.
• Reduce SR resolution time by leveraging the Chat Feature: In My Oracle Support, you and your support engineer can now instant message about your SR. Your engineer can reach out to you or you can reach out to them. Each party has the option to accept the chat or decline with the “I’m Busy” option. This can help customers and support engineers get and give quick answers about SRs to help reduce resolution times.

Learn More

Want more resources like this, all in one place? Discover everything available at COLLABORATE 19, the Technology and Applications Forum for the Oracle Community, April 7-11, 2019, in San Antonio. Learn more, and follow #C19TX on Twitter to stay up-to-date on all things COLLABORATE 19!