How to Enhance ATG SR Resolution Time
(Doc ID 1985874.1)
Last updated on JUNE 20, 2017
Applies to:Oracle Concurrent Processing - Version 18.104.22.168 to 12.2.4 [Release 11.5 to 12.2]
Oracle Application Object Library - Version 22.214.171.124 to 12.2.4 [Release 11.5 to 12.2]
Information in this document applies to any platform.
Creating an Effective ATG SR
Scope: This document has been created to provide E-Business Suite (EBS) customers and Support Engineers alike with actions that will help to quickly progress a Service Request (SR) and minimize the resolution time to an SR.
A Support Engineer works in a round-robin fashion according to: severity, escalation, urgency, impact to production/non-production instances, and Next Response Due (NRD) dates. The engineer strives to handle an SR only once, fully analyze the issue, and provide a viable solution or workaround, however. If the SR is NOT clearly documented with details, logs and examples, the engineer updates the SR requesting the missing data and moves on to the next service request, thus adding additional time to the final resolution time.
Don’t be passed up for lack of information, use the following insight to form a well documented SR.
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