Cloud SRs Are Not Visible In MOS or MOS Cloud Even Though User is Listed as Administrator (Doc ID 1997109.1)

Last updated on JANUARY 23, 2018

Applies to:

Symptoms

On :   version, support.oracle.com

ACTUAL BEHAVIOR  
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User is listed as an admin for cloud Support Identifier (SI)
User is unable to view Service Request (SR's) logged under  cloud SI
SR's are not listed when switching over to cloud nor are they listed in the normal MOS portal

EXPECTED BEHAVIOR
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it is expected that the customer should be able to view his cloud Sr's in My Oracle support

STEPS
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The issue can be reproduced at will with the following steps:
1. log into support.oracle.com
2. Click on SR tab
3. List appears with all opened and closed SRs
4. cloud SR's do not appear  
5. Switch over to cloud portal
6. 0 SRs showing

Cause

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