Net-Net 2610
 
Net-Net 3810
 
Net-Net 9200
 
Acme Packet 3820
 
Net-Net 4250
 
Acme Packet Legacy Platform Hardware
 
Net-Net 7000
 
Netra Server X3-2 for Acme Packet
 
Oracle Communications Session Delivery Manager
 
Net-Net 2620
 
Oracle Communications Interactive Session Recorder
 
Acme Packet 4500
 
Net-Net 14000
 
Acme Packet 6100
 
Acme Packet 6300
 
Oracle Communications Application Session Controller
 
Net-Net OS
 
Oracle Communications Session Monitor
 
Acme Packet Legacy Platform Software
 

PLA-Support>Sun Systems>CommsGBU>Session Delivery Network>SN-SND: Acme Service Provider
 

In this Document

Goal

Solution

Technical Service Requests

Option A (Preferred) - Create a technical SR, for an Acme Packet product, via the My Oracle Support Portal

Option B - Create a technical SR, for an for an Acme Packet product, via the Phone

Non-Technical Service Requests

Create a non-technical SR for the replacement of an Acme Packet Dongle or License

References

Applies to:

Goal

This document describes the steps required to create a technical Service Request (SR) for Acme Packet products.

Solution

Technical Service Requests

To log a technical SR against an Acme Packet Platform, for example an Acme Packet 3820, Acme Packet 4500, Net Net 2600, Net Net 2610, Net Net 2620, Net Net 4250, or Net Net 9200 you will need the platform's Serial Number.

To log a technical SR for one of the "Platform Independent Software Products", for example 'Oracle Communications Session Monitors' (a.k.a. Palladion Software Suite) or 'Oracle Communications Session Element Manager' (a.k.a Net-Net Central) you will require the appropriate Customer Support Identifier (CSI).

Once you have this information there are two options available to log a new technical SR:

    Option A (Preferred) - Via the My Oracle Support (MOS) portal
    Option B - Via the telephony system

Option A (Preferred) - Create a technical SR, for an Acme Packet product, via the My Oracle Support Portal

(1) Log into the My Oracle Support (MOS) portal.


(2) Click the "Create SR" button:

(3) Complete the "Problem Summary" and "Problem Description" mandatory fields, in as much detail as possible:

(4) If logging the service request against an Acme Packet Platform, use the "Hardware" tab of the "Where is the Problem" section, enter the serial number of the Acme Packet platform you wish to log the technical SR for and click the "Validate Serial Number" button. If you need help with finding the correct serial number / product try using the "Search" feature.

    The system, once the serial number has been validated, will display the "Product" description and prompt you for an Operating System, expand the List of Values (LOV) and select "Acme Packet OS / All Versions":

    If you are logging the SR for an issue for one of the "Platform Independent Software Products" select the "Software" tab and pick the required product from the Product LOV and complete the other fields as required:

(5) Regardless if you have chosen the hardware or software path you will need to select a Problem Type, for which you have two self explanatory options:

(6) Once you have selected the appropriate Problem Type click on the "Next" button, located top-right, to move to the next step:

(7) Based on the product, problem summary and problem description entered MOS will perform a search of our knowledge database and present the most relevant documents, which may assist in resolving the issue without the need to continue logging the service request or provide advice on what log files or other information should be provided:

(8) If, after having reviewed any of the applicable knowledge documents, you wish to continue with the SR creation then the next step will allow you to upload any related diagnostic date and provide any additional information required:

(9) Once you have uploaded any required data or outputs and provided any additional information requested click on the "Next" button to move to the final step. On this final screen you need to confirm the severity of the SR, the contact details and the location where the hardware is:

(10) Submit the SR request.

Option B - Create a technical SR, for an for an Acme Packet product, via the Phone

Before submitting an SR, via the phone, you will need to have either the serial number of the Acme Packet platform you wish to log the SR against or a valid Customer Support Identifier (CSI) previously mentioned.

(1) Contact your local Oracle Global Customer Support Center (http://www.oracle.com/support/contact.html)

(2) Navigate the telephony menus to Open a New Technical Service Request. The menu option sequence required is:

          - Option 2 -> Open a new service request

          - Option 3 -> Sun hardware and operating systems support

          - Option 1 -> Technical issues

    For more information regarding Oracle Support's phone menu options please refer to knowledge article 1448086.1.

(3) Provide the agent with either the serial number or CSI number.

(4) The agent, as well as asking you for a Problem Summary / Description, may ask you for some additional questions, such as "What is the Component/Sub-component" and the following table provides examples for some of the Acme Packet product portfolio:

(5)  Once the SR has been created the agent will provide you with the SR Number, which you will need if you wish to contact Oracle regarding the SR.

Non-Technical Service Requests

Create a non-technical SR for the replacement of an Acme Packet Dongle or License

(1) Log into the My Oracle Support (MOS) portal.

(2) Select the [Service Requests] tab:

(3) Under the "Contact Us Service Requests" section click the [Create "Contact Us" SR] button:

(4) Enter a concise Problem Description for the issue or query you need help with and then navigate the "Problem Type" menu to locate the "Acme License Request" option:

(5) If your MOS login is associated to more than one Customer Support Identifier (CSI) you will need to select an appropriate CSI:

(6) Click the [Next] button to move to the next step:

(7) At the next step the system will offer some related knowledge articles, based on the problem description provided, which may provide you with a solution to your query or issue:

(8) If, after having reviewed any of the applicable knowledge documents, you wish to continue with the SR creation then click the [Next] button to continue the process.

      At this step you will be prompted to provide additional data that is required to progress your query; any prompt that is prefixed with an "*" then the data/information is mandatory:

(9) Once you've completed entering the data click the [Next] button to move to the final step, where you can confirm your contact details and add an alternate contact before submitting the request:

References

This solution has no attachment