Creating a Technical Support Request

• Console
• CLI
• API

• 1. Open the Help menu () and then click Create a Support request.

     You can also click the Support button () and then click Create Support Request.

     If you're already on the Support Center page, then click Create Support Request on that page.

  2. If you're directed to the Support Chat panel, then provide the following information.
     1. Enter a brief description of your issue.

        Relevant information is displayed. You might be able to resolve the issue at this point.

        Live agent and support request options are available for all but Free Tier customers.

     2. If you need more help, click Support request.
        You're prompted to choose a type of ticket.
     3. Select Technical Support.
        The Support Options panel opens with the Technical Support tab selected. If you created the (technical or billing) support request from a resource detail page, then the request automatically includes relevant details about the resource from the General Information section of the resource detail page.
  3. For Issue Summary, enter a title that summarizes the issue. Avoid entering confidential information.
     For a root cause analysis, include the phrase "Root Cause Analysis (RCA) Request" in the title of the technical support request.
  4. For Describe Your Issue, provide a brief overview of the issue.

     • Include all the information that Oracle Support needs to route and respond to your request. For example, "I am unable to connect to my compute instance."

     • Include troubleshooting steps taken and any available test results.

  5. Select one of the following severity levels for this request:

     • Critical Outage (highest severity)

     • Significant Impairment

     • Technical Issue

     • General Guidance (lowest severity)

  6. Select a service group, service, service category, and subcategory.
     Each list of options depends on the preceding selection.
  7. To display detected details for the support request (technical or billing support), click Show the information we've gathered.
  8. Click Create Support Request.

  The detail page opens for the submitted request.

  My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email to the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

• Use the oci support incident create command and required parameters to create a technical support request:

  oci support incident create --problem-type TECH --compartment-id <compartment-ocid> --csi <customer-support-identifier> --description <text> --severity <level> --title <text> [OPTIONS]

  With line breaks:

  oci support incident create \
  --problem-type TECH \
  --compartment-id <compartment-ocid> \
  --csi <customer-support-identifier> \
  --description <text> \
  --severity <level> \
  --title <text> \
  [OPTIONS]

  For a complete list of parameters and values for CLI commands, see the CLI Command Reference.

• Run the CreateIncident operation to create a technical support request. Set problemType to TECH.