My Oracle Support (MOS - https://support.oracle.com): How to check for existing ASR SR when opening a new SR and avoid duplicate (Doc ID 2244253.1)

Last updated on APRIL 19, 2017

Applies to:

Auto Service Request (ASR) - Version All Versions to All Versions [Release All Releases]
Information in this document applies to any platform.

Goal

 

How to check for duplicate ASR SR while opening a new SR?

Sometimes happens that, while opening an SR, another Oracle Auto Service Request (ASR) has been already automatically opened by the systems itself.

It worth using this guidelines in order to avoid duplication of efforts which may result in loss of time and resources.

 

  • If Oracle Auto Service Request (ASR) has already opened an SR PLEASE DO NOT OPEN A NEW ONE
  • Please do not update the existing Oracle Auto Service Request (ASR) SR before checking its status and what has already taken place within that SR (i.e. parts have been dispatched / waiting on Customer for data / presented knowledge to solve the problem / etc)

 

Solution

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