Getting help from the Oracle Construction and Engineering Support Portal

Before raising a request, check the Construction and Engineering Hub. You'll find user guides, video training, and release information for each of our product's which should answer many commonly asked questions. 

The Construction and Engineering Support Portal also connects you to our digital resources by clicking Search Knowledgebase.

Can't find the answer? Include as much detail as possible in your Service Request so Support can help you quickly.

You have two options to create a new SR from the Construction and Engineering Support Portal:

1. Log in to the Support Portal and Create a Request from the Account Overview screen, or
    
2. You can fill out the Create a request form

It's best to start with a clear description while completing your SR. We suggest including specific details on what is happening in your business, such as:

• Who is impacted? For example, is the issue impacting one user, multiple users, or multiple global locations?
• How often is the error or issue occurring?
• Is this specific issue critical to your primary business functions?

For errors, provide a description of what you were doing when the error displayed including (if possible) the actions or steps that lead to the error appearing.

When raising a request, assign the correct severity level in the problem description. Please see the Severity Definitions section in the Oracle Cloud Hosting and Delivery Policies or the Technical Support Policies.

Make sure to include contact details for your organization. It's important a main contact is available so that we can follow up on your request. You can include additional contacts in the field provided.

After raising an SR, you'll receive a confirmation email. Make note of your SR number located in the subject line of the email you received when you raised your request. 

Please allow up to 24 hours for our team to review your request. If your request is urgent, please call us. Contact numbers can be found here.

It's also a good idea to review the details included in the SR. If you need to make an update, simply reply to the email. All details leading up to your resolution are contained in that SR.

Alternatively, you can also update your SR by logging in to the Support Portal.

If you're not registered yet, click Create an Account and follow the prompts.  

Otherwise, login by selecting Log in to the Support Portal.

The dashboard provides a comprehensive view of your current, past, and pending SRs, making it easy to manage and monitor requests. With user-friendly filter options, you can quickly customize which service requests are displayed based on your needs.

Administrators have additional capabilities, including visibility into SRs logged by other members of your organization, ensuring streamlined oversight and coordination.

Selecting an SR reference number allows you to view communication history, update the request, or access important details such as creation and last update dates.  

To submit a new service request, simply click the Create a request button in the upper right corner.

If you require administrator-level access to manage service requests on behalf of your organization, please contact Oracle Support by creating a new SR and specifying your request.

If needed, you can request management attention on your Service Request (SR), typically in the following scenarios:

• Your SR is taking longer than expected to reach a resolution.
• You need to communicate important business issues to a Support Manager.
• You're dissatisfied with the SR resolution.

Before requesting management attention, update your SR with the business impact and any critical dates or deadlines.

You can also request management attention through the Support Portal using the template provided in Request management attention on a Service Request. Portal updates may not be reviewed immediately, so call Support for urgent requests.