How My Oracle Support uses Service Request Language Settings (Doc ID 1590408.1)

Last updated on AUGUST 29, 2022

Applies to:

Goal

Each Service Request existing in "My Oracle Support" has a setting named "Service Request Language". This settings indicates the customer chosen language for communicating with Oracle Support. A number of values are available. (e.g. "English-American", "Spanish Latin America", "Arabic (Saudi Arabia)", "Chinese (PRC)", "Korean", "French (France)", ...) 

This settings is used for routing the Service Request to the correct Oracle Support Team. For instance when "Service Request Language" is set to "German", the technical Service Request is directly assigned to the German translation team. When "Service Request Language" is set to "English-American", the technical Service Request is directly assigned to the corresponding product support team.

For some Service Requests, "Service Request Language" settings do not match with the language used by the customer. Customer documents the SR in a local language but the language selected is ”English-American” or the opposite, the Service Requests is documented in English but the language selected is a local language.

The consequence is that the Service Request is not automatically routed to the correct team; a manual correction is needed for assigning the Service Request to the appropriate team which can cause delays in response.

The goal of this note is to explain this situation and show how to avoid it.

Solution

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