Skip Navigation
Expand
Reopening OFS Service Requests
Answer ID 12162   |   Last Review Date 04/07/2022

Am I able to reopen a SR if am not able to provide adequate information in a timely fashion?

Environment:

Service Requests for Oracle Field Service

https://cx.rightnow.com

 

Resolution:

At Oracle, we understand that many factors come into play when a customer needs to provide us information to proceed with an analysis of a Service Request. This includes things like reaching out to busy field technicians, or having internal troubleshooting sessions to find needed information, collect logs, device information and/or videos. We know that you may not always be able to provide details quickly.

Due to this, our ticketing system allows you to reopen any Service Request within 30 days of it being closed. This should give you enough time to collect and provide us additional information. After 30 days of it being closed, we require you to create a new Service Request. Due to log rotation, we'd need fresh examples and information.

 

Frequently Asked Questions:

 

  Is there any 'on hold' option so I can disable auto-closure? 

No, the auto-closure feature helps us avoid tickets that become too aged to be useful and allows a ticket to stay relevant and workable.

  What are the rules around auto-closure

• Oracle Field Service Technical Support team responds to a Service Request and sets the status to 'Waiting on You' 

• 24 hours later, the ticketing system sends the first automatic reminder requesting you to update the SR

• 72 hours after the first reminder, the ticketing system sends the second automatic reminder requesting you to update the SR

• 72 hours after the second reminder, the ticketing system sends the third automatic reminder requesting you to update the SR.

  Can I just keep adding notes saying to wait on us longer, to avoid the auto closure

No, per Oracle Support policies, a SR cannot be kept open past the time frame which the auto-closures happen. Instead of continuously asking us to keep a ticket open, you can always reopen it at the time you have the needed information or create a new SR if it is past the 30-day limit. This approach will allow us to work from a fresh ticket with relevant details and not get convoluted with old, outdated information.