Service Request
From Oracle FAQ
A SR is a Service Request to Oracle Support; it was previously called a TAR (Technical Assistance Request). SR's can be logged on Oracle's Metalink website.
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[edit] SR Severity Definitions
[edit] Severity Level 1 (Critical Business Impact)
You experience a complete loss of service. Work cannot reasonably continue, the operation is mission critical to the business and the situation is an emergency. A Severity 1 SR has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
[edit] Severity Level 2 (Serious Business Impact)
You experience a severe loss of service. No acceptable workaround is available; however, operation can continue in a restricted fashion.
[edit] Severity Level 3 (Minor Business Impact)
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
[edit] Severity Level 4 (No Business Impact)
You experience no loss of service. The result does not impede the operation of a system.
[edit] SR Status Codes
The following status codes are used to classify and track SR's:
[edit] Support
- NEW - New SR
- WIP - Work In Progress
- RVW - Review
- 1CB - 1st Callback
- 2CB - 2nd Callback
- IRR - Immediate Response Required
- INT - Awaiting Internal Response
[edit] Customer
- WCP - Waiting for Customer to apply Patch
- CUS - Waiting on Customer
- SLP - Sleep until Customer Available
- LMS - Left Message
- SCL - Soft Close
- HCL - Hard Close
[edit] Development
- DEV - Assigned to Development
For example: when you see something like TAR is ready to SCL, you will know what it means:
