Oracle Communications Policy Management
 
Oracle Communications Performance Intelligence Center (PIC) Hardware
 
Oracle Communications Performance Intelligence Center (PIC) Software
 
Oracle Communications Subscriber Data Management (SDM)
 
Tekelec SIP Signaling Router
 
Oracle Communications Diameter Signaling Router (DSR)
 
Oracle Communications User Data Repository
 
Tekelec HLR Router
 
Oracle Communications EAGLE (Software)
 
Oracle Communications EAGLE (Hardware)
 
BNS Platform Hardware
 
Tekelec Service Broker
 

PLA-Support>Sun Systems>CommsGBU>Global Signaling Solutions>SN-SND: Tekelec Eagle 5
 

In this Document

Goal

Solution

Technical Service Requests

Option A - Create a technical SR via the web portal (Preferred option)

Option B - Create a technical SR via the telephony system

Non-technical Service Requests

References

Applies to:

Goal

 This document describes the steps required to create a technical Service Request (SR) for Oracle Communications Tekelec products.

Solution

Technical Service Requests

To log a hardware technical SR against a Tekelec Product, for example Eagle, Performance Intelligence Center (PIC), Subscriber Data Management (SDM), Diameter Signaling Router (DSR) or Policy Management, you will need the platform's Serial Number.

To log a software technical SR against one of these products 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 - Create a technical SR via the web portal (Preferred option)

(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 for a hardware issue against a Tekelec Platform, use the "Hardware" tab of the "Where is the Problem" section, enter the serial number of the 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 portal, once the serial number has been validated, will display the "Product" description and prompt you for version, expand the List of Values (LOV) and select either "GA" or "Non-GA":

     If you are logging the SR for a software issue select the "Software" tab and select the required product from the Product LOV:

     The easiest way to find the software product is to simply type a unique pattern in the "Product" field, and, as an example, for Tekelec products this could be:

            Eagle = Oracle Communications EAGLE (Software)
            PIC = Oracle Communications Performance Intelligence Center (PIC) Software
            SDM = Oracle Communications Subscriber Data Management (SDM)
            DSR = Oracle Communications Diameter Signaling Router (DSR)
            Tekelec = Tekelec HLR Router
            Tekelec = Tekelec SIP Signaling Router
            Tekelec = Tekelec Service Broker
            Policy = Oracle Communications Policy Management

               UDR = Oracle Communications User Data Repository (UDR)

     Once the software product has been selected complete the other mandatory fields, which includes the "Product Version" and "Version" fields, which are indicated by an asterisk, for example:

(5) Regardless if you have chosen the hardware or software path, you will need to select a Problem Type, the list of which will differ for each product, for example:

(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, a search of our knowledge database will be performed and the portal will 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:

     If you find that the issue for which you are logging the service request is resolved with one of the knowledge articles then please let us know by clicking the "This solved my problem" button at the foot of the page:

(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:

     If the severity selected  is "1", you will first need to acknowledge Oracle's "Severity 1 Agreement" and then provide additional contact details, i.e. a 24x7 managerial contact and an alternate 24x7 SR contact:

     If a system serial number was  used to log the SR then you will need to confirm that the hardware address is correct or update it accordingly:

(10) Submit the SR request by clicking the appropriate button at the top right of the frame.

Option B - Create a technical SR via the telephony system

Before submitting an SR, via the phone, you will need to have either the serial number of the Tekelec 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 -> Hardware, Networking and Oracle 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 Tekelec 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

If you require assistance with, for example, an issue where you're unable to view service requests via the portal or maybe you can't locate a serial number under a certain CSI, then you will need to log a non-technical SR.

(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.Enter a concise Problem Description for the issue or query you need help with and then navigate the "Problem Type" menu and select an item that matches the issue you are experiencing; If your MOS login is associated to more than one Customer Support Identifier (CSI) you will need to select an appropriate CSI, Click the [Next] button to move to the next step:

(4) 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:

(5) 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:

(6) 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:

(7) Submit the SR request by clicking the appropriate button at the top right of the frame.

References

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