Oracle Cloud Tickets Process and Best Practices

Oracle Cloud Tickets Process

1. Users enter requests through the Oracle Cloud ticket form
2. The OC - Triage (ITS O&E team) triages, troubleshoots, and resolves or escalates (or moves to ITS app if ITS issue)
3. Functional/business owners/SMES work escalated tickets
4. If needed, functional/business owners escalate to Oracle for support 

Best Practices

1. Setup ticketing desktop to monitor tickets; include group in your desktop
2. Do not use email to work tickets. Use ticketing system to provide information; avoid using emails
3. Comments are defaulted to private; uncheck to make it not private
4. Contacts added when users update or comment on a ticket and from add’l email recipients 
5. When tickets are assigned to a group, the person responsible for the ticket should “Take Service Request/ Reassign Service Request”
6. Update ticket status and notify requestor
7. Off-Hold Settings
   • Tickets automatically taken off hold when they are commented on 
   • Auto Off-hold status = Open
   • Reopen tickets within 7 days of completion/cancellation; create new tickets afterwards; status will be Open (after 7 days, a new ticket will be created)
8. Notifications
   • Responsible resource is notified that they have been assigned to a new ticket
   • Requestor is notified about a new ticket 
   • Responsible or Reviewer is notified when a user comments on a ticket 
   • All by default on ticket updates 
   • All by default on client portal comments 
9. When a ticket is marked Completed, and user responded. The ticket status will automatically be changed to Completed – User Responded. If additional work needs to be done, work the ticket until it’s resolved. If work is done, update the ticket status to “Completed”. 
10. When you have a new hire or personnel change in your team, please notify Raquel (by submitting a ticket) so that she could update TDX groups to ensure that appropriate team members are added/removed.