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Oracle Field Service Support process: Service request status management
Answer ID 9206   |   Last Review Date 09/16/2019

What are the statuses of an Oracle Field Service (OFS) Service Request?

Environment

Service Requests submitted for Oracle Field Service (OFS)

Resolution

The status of an OFS Service Request depends on the team who is currently responsible for taking action on it.

The statuses are as follows:

Waiting on You: OFS Support is waiting for the customer to update the Service Request.
In Progress: OFS Support is working the Service Request.
Solved: The Service Request is closed and will no longer be worked on.

Frequently Asked Questions


Q. Should I create a Service Request if I don't know how to configure the product in order to achieve a business requirement?

A. You should always review the official OFS product documentation prior to opening a Service Request. The documentation can be located at OFSC Documentation. If you feel the documentation does not provide you with enough information, you can always create a Service Request asking for assistance. The OFS Support team will make their best effort to assist you by providing suggestions or point you in the right direction for documentation.

If the request requires complex configuration changes and/or it is a request that should be forwarded to Oracle Consulting, the ticket will be change to Solved and the requirement will be directed to the Account Manager or Technical Account Manager (TAM) in charge of your account who may engage the Oracle Consulting Services (OCS) team if necessary.

The OFS Support team will let you know if this process is needed.



Q. Is there an on-hold status for my Service Requests?


A. There is no on-hold status for Service Requests. If the customer needs to perform testing for a Service Request it will be placed in the Waiting status until it is updated. If the customer does not feel that they can perform their actions within 9 days the ticket should be closed and either reopened or a new ticket created if further issues exist in the future.



Q. If I have a Service Request created for the OFS product and after it was analyzed it was proved that the problem is in another Oracle Product (ESB, Oracle Service Cloud, SIEBEL, PaaS, etc.) can we use the same Service Request since they are all Oracle Products?


A. No, the same Service Request cannot be used. The OFS ticketing system is only for OFS related issues. If the problem is in a different Oracle Product, the ticket will be closed and you will be informed that you will need to open a Service Request with the appropriate Oracle product in the appropriate ticketing system. If you are uncertain of what the other Oracle products ticketing system is, please contact your Sales Account Manager who should be able to assist you.

Q. If I have a Service Request created for the OFS product and after it was analyzed it was proved that the problem is in a external pluggin developed by Oracle Consulting,  can we use the same Service Request since they are all Oracle  ?


A. No, the same Service Request cannot be used. The OFS ticketing system is only for OFS related issues. If the problem is in related to a development done by Oracle Consulting , the ticket will be closed and it will be suggested to contact your Sales Account Manager, who may engage the Oracle Consulting Services (OCS) team if necessary.


Additional information regarding 'Working Effectively with Support for Oracle Field Services Cloud' is available from Answer ID 2543: Contacting Oracle Service Cloud Technical Support Services..