How to Order a Replacement Part for Defective Oracle Communications Tekelec EAGLE Hardware

Asset ID:	1-71-2060665.1
Update Date:	2017-06-26
Keywords:

Solution Type Technical Instruction Sure

Solution 2060665.1 : How to Order a Replacement Part for Defective Oracle Communications Tekelec EAGLE Hardware

Applies to:

Oracle Communications EAGLE (Hardware) - Version EAGLE 3x.x to EAGLE 46.1 [Release EAGLE 3x.0 to EAGLE 46.0]
Tekelec

Goal

To create Field Service (FS) Task for Oracle Communications Tekelec EAGLE parts

Solution

Steps to create the FS Task:

1. Log in to support.oracle.com

2. Select the Service Requests (SR) tab

3. Click "Create SR"

If unable to see the "Create SR" option please refer to the following Doc: Unable To See Option To Create SR Or View SRs Under Service Requests Tab in My Oracle Support (Doc ID 1302578.1)

PART 1: Problem Summary & Description

Part 1: Problem

4. Provide a Problem Summary and Problem Description

Problem Summary and Description

5. Enter the Hardware Serial Number, and click "Validate Serial Number". Hardware Serial Number is also known as legacy Tekelec System Serial Number.

Hardware Serial Number

6. Verify the Asset Name, Organization, and Support Identifier

7. Select whether the Operating System/Version is Generally Available (GA) or non-GA

8. Select Eagle > Hardware Only (Return Material Authorization - RMA) for the Problem Type

GA, non-GA, RMA

9. Click "Next" to transition to Solutions

PART 2: Solutions

Part 2: Solutions

10. Answer questions 1-3 and complete required fields in Question 4

Questions1-3

Question4

11. Click "Next" to transition to More Details

PART 3: More Details

Part 3: More Details

12. Upload files that may be helpful in resolving the issue

Supporting Files

13. Click "Next" to transition to Severity/Contact

PART 4: Severity/Contact

Part 4: Severity/Contact

14. Select the Severity. If no troubleshooting is necessary, select 4 for the severity

Severity

15. Verify the Primary Contact, update, and add an Alternate Contact if necessary

Verity Contact

16. If the hardware address lists the desired Shipping Address, check the "Yes, the Service Address is correct" box. If it does not, click "Add/Edit Service Address" to update to the appropriate address.

Verity Shipping Address

17. Add a Customer Reference Number if applicable

Customer Ref Num

18. Click "Submit" to return to the list of open SRs with the following message displayed at the top of the page

Confirmation Page

References

<NOTE:1321379.1> - How to create a Technical Software Service Request (SR)
<NOTE:1643365.1> - Oracle Communications EAGLE Defective Hardware Replacement Template
<NOTE:1302578.1> - Unable To See Option To Create SR Or View SRs Under Service Requests Tab in My Oracle Support

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