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

Last updated on JUNE 22, 2015

Applies to:

My Oracle Support - Version 2.0.2 and later
My Oracle Support - Version 6 and later
Information in this document applies to any platform.

Goal

Each Service Request existing in "My Oracle Support" has a property named "Service Request Language". This property 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 property 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" property doesn’t match with the real language used by the customer. Customer uses a local language but set this property to ”English-American” or the opposite, he writes the Service Requests in English but set the property to 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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