Viewing Cloud Service Units Details

To see the full CSU consumption summary, in the Activities table, click the activity whose summary you want to see. The Activity Details page opens, providing the following information:

• MOS Ref#: Specifies the MOS identification number of the RFC or SR.

  Note
  
  

  Click a MOS Ref# value or its associated See details icon to open the request in My Oracle Support.

• Service: Specifies the type of the service subject to the activity.

• Environment: Specifies the designated environment where the RFC or the SR will be applied.

• Charge: Specifies the CSU cost. For activities included with your purchased services, the CSU charge is 0.

• Activity: Specifies the type of the activity subject to the RFC or SR. Available options include:

  • Backup

  • CEMLI

  • Configuration

  • Datafix

  • Patch

  • Refresh

  • Start & Stop

• Activity Date (UTC): Specifies the date when the activity was applied to the statement balance.

• Status: Specifies the status of the activity in the current statement. Available options include:

  • Booked

  • Pending

  • Expired

• Requested by: Specifies the requestor of the RFC or SR. Available options include:

  • Oracle

  • Customer

• ID: Specifies the identification number of the transaction.

• Request Category: Specifies the Orion category, type and subtype for RFCs or the product, component and subcomponent for SRs.

For eligible activities, the dispute process allows you to request consumed CSU charges to be credited back to you following an internal review. This section describes how to initiate and view disputes for activities performed during the latest completed statement period.

Initiating a Dispute

Disputes can be initiated only for transactions performed on a particular environment during the previous statement period. To initiate a dispute, you must have the Customer Authorized Approver privilege for the environment the transaction is associated with.

To initiate a dispute:

1. In the Activities table, click the activity for which you want to initiate a dispute.

   The Activity Details page opens.

2. Click the Dispute this Activity link in the lower right corner of the window.

   The New Dispute dialog box opens, showing the following information:

   • MOS Ref#: This field is automatically populated with the identification number of the RFC or SR.

   • Activity Type: This field is automatically populated with the type of the activity subject to the RFC or SR.

   • Activity ID: This field is automatically populated with the ID of the activity subject to the RFC or SR.

   • Environment: This field is automatically populated with the designated environment where the RFC or the SR was applied.

   • Primary Contact: This field is automatically populated with the email address of the Authorized Approver who initiated the dispute.

   • Reason: Select a justification for the dispute. Available options include:

     • Oracle Requested

     • Work completed on wrong environment

     • Other

   • Alternate Contact: Select an alternate contact name and phone number of the person who may be contacted in regard to the dispute.

3. From the Reason list, select a justification for the dispute.

4. From the Alternate Contact list, select the email address of the person who may be contacted in regard to the RFC.

5. Click Submit.

   A confirmation message is displayed at the top of the Activities table, and the View Dispute icon is displayed next to the activity within 30 minutes from the time the dispute was submitted.

Viewing a Dispute

To view a dispute, you must have the Authorized Approver privilege for the customer support identifier (CSI) associated with the environment against which the dispute was raised.

To view a dispute, click the View Dispute icon next to the activity in question. The Request Detail window opens, showing the following information:

• the Summary tab provides a description of the identifying data points of the activity, as explained in Viewing CSU Consumption Summary.

• the Dispute tab provides detailed information about the dispute:

  • MOS Ref#: Specifies the MOS identification number of the RFC or SR.

  • Status: Specifies the current status of the dispute request. Available options include:

    • Open: New

    • Open: Acknowledge

    • Closed: Credit

    • Closed: Denied

  • Environment: Specifies the designated environment where the RFC or the SR was applied.

  • Credit Issued: Specifies the number of units credited, if any.

  • Activity: Specifies the type of the activity subject to the RFC or SR.

  • Dispute Date (UTC): Specifies the date when the dispute was created.

  • Reason: Specifies the justification for the dispute. Available options include:

    • Oracle Requested

    • Other

  • Primary Contact: Specifies the authorized approver who initiated the dispute request.

  • Alternate Contact: Specifies an alternate contact name and phone number of the person who may be contacted in regard to the dispute.

  • Oracle Response: Contains comments from the Oracle reviewing team. Available options include:

    • Oracle Requested

    • Work completed on wrong environment

    • Other

Use the filter in the upper right corner of the Entitlement tab to display only the records of interest. Available options include:

• All Entitlement: Use this option to display all the CSUs you are entitled to use. This is the default selection.

• Active Entitlement: Use this option to display only the CSUs that are still available for use.

• Expired Entitlement: Use this option to display only the CSUs that have expired.

• Pending Entitlement: Use this option to display only the CSUs that are being used in the current month.