Creating a Support Request

Create a support request in Support Management.

Note

Support requests are available to paid accounts only. Customers using only Always Free resources and customers using Free Tier accounts aren't eligible for Oracle Support. If you need support, use Support Chat and Cloud Customer Connect.

Before You Begin

Technical support requests: To create a technical support request, your user account must have create privileges within a user group. If you can't create a service request, ask the Customer User Administrator (CUA) to assign you create privileges within at least one user group.

SDK, CLI, and API requests for creating a technical support request: If no user group (userGroupId) is specified, then a user group that you have create privileges for is automatically selected.

Although the Customer Support Identifier (CSI) number isn't required for a new support request, you can optionally add it. To find your CSI, see Finding Your Customer Support Identifier (CSI).

Following are basic steps to create a support request of any type.
1. Open the Help menu () and then click Create a Support request.
  
  You can also click the Support button () and then click Create Support Request.
  
  If you're already on the Support Center page, then click Request Help on that page.
2. If you're directed to the Support Chat panel, then provide the following information.
  
  Enter a brief description of your issue.
  
  Relevant information is displayed. You might be able to resolve the issue at this point.
  
  Live agent and support request options are available for all but Free Tier customers.
  
  If you need more help, click Support request.
  You're prompted to choose a type of ticket.
  
  Select the type of request that you want.
  The Support Options panel opens to the tab for the selected type of request. If you created the (technical or billing) support request from a resource detail page, then the request automatically includes relevant details about the resource from the General Information section of the resource detail page.
3. Provide information according to the type of support request.
  
  Technical Support
  
  For User Group, select the user group that you want to associate the support request with.
  
  Note
  
  If you don't see any user groups, ask the Customer User Administrator (CUA) to assign you create privileges within at least one user group for the tenancy.
  
  Upon creation, the support request's visibility is limited to users in the specified user group. Within the user group, the ability to update the service request is limited to users who are assigned the update privilege.
  
  For Issue Summary, enter a title that summarizes the issue. Avoid entering confidential information.
  
  For Describe Your Issue, provide a brief overview of the issue.
  
  Include all the information that Oracle Support needs to route and respond to your request. For example, "I am unable to connect to my compute instance."
  
  Include troubleshooting steps taken and any available test results.
  
  Select one of the following severity levels for this request:
  
  Critical Outage (highest severity)
  
  Significant Impairment
  
  Technical Issue
  
  General Guidance (lowest severity)
  
  Billing Support
  
  For Billing Support Request Summary, enter a title that summarizes the issue. Avoid entering confidential information.
  
  For Describe Your Issue, provide a brief overview of the issue.
  
  Limit Increase
  
  Select the service category and resource for the limit increase.
  Service limits and current usage are displayed.
  
  Update the limit value.
  
  (Optional) To add another service category and resource, click Additional Request.
  
  Enter the reason for your request.
  If your request is urgent or unusual, then provide details here.
  
  If your tenancy has multiple subscriptions, select the subscription associated with the request.
4. Click Create Support Request.
The new support request's detail page opens.

My Oracle Cloud Support reviews the request and sends a confirmation email to the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Use the oci support incident create command and required parameters to create a support request:

oci support incident create --problem-type TECH|ACCOUNT|LIMIT --compartment-id <compartment-ocid> --csi <customer-support-identifier> --description <text> --severity <level> --title <text> [OPTIONS]

Enter one of the following problem-type attribute values:

TECH: Technical support
ACCOUNT: Billing
LIMIT: Service limit increase.

With line breaks:

oci support incident create \
--problem-type TECH|ACCOUNT|LIMIT \
--compartment-id <compartment-ocid> \
--csi <customer-support-identifier> \
--description <text> \
--severity <level> \
--title <text> \
[OPTIONS]

For a complete list of parameters and values for CLI commands, see the CLI Command Reference.

Run the CreateIncident operation to create a technical support request.

Oracle Cloud Infrastructure Documentation

Creating a Support Request

Before You Begin