Best Practices when Filing a New Agile Service Request (SR) (Doc ID 1304212.1)

Last updated on DECEMBER 11, 2023

Applies to:

Oracle Agile PLM Framework - Version 9.2.2.4 and later
More Applications & Technologies > Oracle Agile
Information in this document applies to any platform.

Purpose

The content of this article will guide customers in creating the most useful Service Requests (SR) with all the information required by a support engineer to understand the reported issue clearly and hence save time on the issue clarification and data gathering process.

Details

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In this Document

Top 10 Best Practices when Filing a New Agile Support Request (SR)

1. Provide the exact detailed steps to reproduce the issue being reported.

2. Provide screenshots or files to support the issue being reported (where applicable).

3. Provide the exact error message(s) and any supporting log files (OC4J, WebLogic, etc.).

4. Provide the Date and Time when the issue happened?

5. Can the issue being reported be reproduced consistently?

6. When searching the knowledge base, search for the exact error(s) first (where applicable).

7. Log one issue per SR.

8. Which application is being used (e.g. Java Client vs. Web Client, Export, ACS, etc.)?

9. Can the issue be reproduced on another system/environment (Test, Dev, Prod, client machine, etc.)?

10. Does this issue happen to all users or selected users?

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