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How to Open Service Request to Correct Team (Doc ID 2646796.1)

Last updated on SEPTEMBER 04, 2020

Applies to:

Oracle Fusion Application Toolkit - Version 11.12.1.0.0 and later
Oracle Fusion Global Human Resources Cloud Service - Version 11.12.1.0.0 and later
Information in this document applies to any platform.

Goal

   Since Oracle introduced Guided Solution (IT: Interactive Troubleshooting -- provide solution based on customer answers  & AT: Automatic Troubleshooting -- automatically match solution based on all data collected) into service request (SR) opening process in 2014, we observed about 30% SRs were opened to a wrong team.

   This costed extra hours for support engineer to transfer the SR, skipped the correct AT flow and triggered wrong AT flow at the end of the SR opening process. which caused longer time to resolution.

   This article list top two or three level of IT flow and explain which issues are covered in each of the path. By following this document, customer can open the SR to correct team and trigger correct AT flow in the end.

Solution

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In this Document
Goal
Solution
  HCM : Human Capital Management
 Oracle Fusion Global Human Resources Cloud Service
References

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