Hello, Welcome to Oracle Linux how-to video series.
This video is to guide you through raising a service request in my oracle support portal.
We will be seeing a quick demo on how to file a Service Request with Oracle Linux support.
My Oracle Support, in short MOS or MOS is web interface which has various features like
creating and tracking service requests, searching the knowledge base, download patches, access
to oracle community and many more.
When you purchase Linux support subscription from Oracle it comes with a support identifier
called the CSI.
The CSI or the Customer Support Identifier is used to register your Linux system with
the Unbreakable Linux Network as well as engage the Oracle Linux Support via a service request
in the my oracle support portal.
Now let's see how to engage the Oracle Linux Support by creating a service request.
The My Oracle Support portal can be accessed at support.oracle.com
You can login to my oracle support using your Oracle Single Sign-on username and password.
This is the landing page that you see once you login to the my oracle support portal.
There are multiple tabs available in the my oracle support portal where you can search
for knowledge articles in the knowledge tab; download patches in the patches and updates
tab.
You can also ask your query in the my oracle community.
And you can manage your account from the settings tab.
The dashboard tab contains a widget to search for knowledge articles, latest news on oracle
products, a getting started tab where you can learn more about oracle support and the
my oracle support portal and a technical service requests tab where you can see a listing of
service requests linked with your customer service identifier.
Let's go ahead and engage the Oracle Linux support team by raising a service request.
Click on Create Technical SR, which will lead you to a screen where we can enter Problem
Summary, Problem Description, Error Codes if any and choose severity.
On the same page, we can also choose Product, Product Version, Product Languages and component.
For the purpose of this demo let's keep the summary simple.
A good Problem Description includes loss of functionality, sequence of events that occurred,
expected results, workarounds and any troubleshooting steps you have tried.
This field is limited to 2000 characters and for the purposes of this demo we will keep
the description short.
Now, we need to determine if the issue is configuration, hardware, software, cloud or
managed cloud services.
These selections may vary depending on the support identifiers listed under your account.
Choose the severity using the following criteria Severity 1 indicates complete loss of service
where a problem or a product defect causes complete loss of service in the production
environment or work cannot reasonably continue.
Severity 2 indicates severe loss of service that means no acceptable workaround is available
however operations can continue in a restricted fashion.
Severity 3 indicates minor loss of service that is the impact is an inconvenience that
may require a workaround to restore functionality.
Severity 4 indicates there is no loss of service, a minor error that does not impede operations.
Since we are raising SR with Oracle Linux team, let us choose Software tab.
Here, we get an option to choose Product, product version, Product Languages, Hardware
architecture, Problem type and choose Support identifier
(in case you have multiple CSIs).
It also gives you an option to choose if you are running this software on Oracle cloud
or not.
Let's choose Oracle Linux as we are engaging the Linux support team and for the purpose
of this demo let's choose the OS as Oracle Linux 8.1 with the Unbreakable Enterprise
Kernel release 6 Let us leave the product language to the default
value and we will select the hardware architecture to be x86_64.
Now let us choose the problem type.
This opens a menu window where you can select the component of Oracle Linux where you are
facing the issue.
For the purpose of this demo let's select Oracle Linux issues and other Linux OS issues.
Then select the support identifier with which you would like to raise the service request
and finally confirm whether your software is running on Oracle Cloud Infrastructure
or not.
For the purpose of this demo let's say 'No' and let us select the severity to be 3 then
click next.
Upon clicking next we proceed to the solution section where an interactive flow helps you
to describe your problem in detail.
Let us select installation or upgrade issues.
We are shown another set of options related to our first choice and her let's choose that
we are not currently experiencing any issues but we have a question.
Now we are shown an option whether we would like to ask our ask our question in the Oracle
community.
You can either ask your question in the Oracle Linux Community or proceed to engage Oracle
Linux support with a service request by clicking next.
Now you have an option to upload any files that you may feel are relevant to your question
or the issue that you are facing.
You can upload any files by clicking the attach button here.
Let's go ahead and click next.
Finally you have to provide the details of the primary contact person such as their name,
phone number through which Oracle Linux Support can contact that person, their email address
and the contact method that you would prefer.
Different contact methods available are the web portal, phone and email.
You can also add an alternate contact person by choosing the add alternate contact option.
Once done go ahead and click the submit button.
Once you click submit a service request will be created and you can access it by clicking
on the link in the service requests tab for that service request.
Let's open the service request that we just created.
Here you will be able to see any updates made by the support engineer and you can also create
your own updates or add attachments.
And when you have a received a solution or an answer to your queries you can proceed
to close the SR by clicking the close SR button.
These are some useful links and my oracle support knowledge documents that give you
more information about support policies, training on my oracle support and Oracle Linux.
The knowledge documents can be accessed by logging in at support.oracle.com
That ends our short video on filing a service request in my oracle support and engaging
the Oracle Linux Support team.
Thank you for watching.