CommsGBU Service Requests Require File Upload - "Requested Diagnostic File Has Not Arrived" Message
(Doc ID 2412530.1)
Last updated on JUNE 22, 2018
Applies to:Oracle Communications EAGLE (Software) - Version EAGLE 3x.x and later
Oracle Communications EAGLE (Hardware) - Version EAGLE 3x.x and later
Oracle Communications Policy Management - Version POLICY 6.3.0 and later
Acme Packet 4500 - Version S-Cx6.0.x and later
Information in this document applies to any platform.
Creating an Service Request (SR) via My Oracle Support (MOS) requires a file upload now. This change is being implemented to collect information the Support Engineer will need to help troubleshoot your issue. Please follow the instructions found in the SR Data Collector (SRDC) for the SR and upload the logs/files. If the requested file or files are not attached during the SR creation, you will receive reminders stating: "Requested diagnostic file has not arrived yet. Diagnosis will begin as soon as the data is provided. You may provide the data using the "Add Attachment" link in the My Oracle Support portal."
When reaching the Solutions step in the SR creation process, if the recommended knowledge article does not solve the issue, be sure to follow the steps in the SRDC and upload the logs/files in the next step (More Details).
If the required data is not provided, the SR contact will receive 3 messages requesting the required files to be uploaded throughout the day. If the file/s are not uploaded, the SR will move to an auto close status and will close in 14 days, if no further steps are taken. Your SR will not route to Support until the required file or files have been attached to the SR.
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