It's been a couple of weeks since Eloqua Support migrated to the Oracle Support platform and we're all still wincing. It's true we were spoiled. It's true we hate change. But, it's also true that this is a change we're all going to have to get used to. In an effort to make the pain of change a bit easier, I've pulled together some information that I hope you find helpful.
Pre-Work
1. Find the letter that Oracle sent with your Support Identifier. You must have this. If you don't, sadly you will have to call support and that will not necessarily be a warm and fuzzy experience. (Sorry Oracle, but it's true). Here's a link to the appropriate numbers. Support for Eloqua Products
2. If you don't already have an Oracle Account, you will need to create one. Oracle | Hardware and Software, Engineered to Work Together
3. Join the Support Group Therapy Group for Eloquans New to My Oracle Support (MOS) Note: You must have the Support Identifier in order to complete this registration
4. Access the recording of the My Oracle Support Training Session https://oraclecse.webex.com/oraclecse/ldr.php?RCID=b774fb4b1f13dd7340b39a29d7f3d179
So, you've got a My Oracle Support Account and you have a problem, now what?
1. Once you've logged into the MOS (My Oracle Support), you will automatically be taken to your dashboard
2. Now instead of "logging a case" you will "Create a Service Request" Click on the Service Requests Tab. You have two options "Ask in Community" and "Create SR". You want Create SR. Sadly, ask in Community does not include an option to go directly to Topliners. But, most of us start in Topliners anyway and go to support only if we can't find a solution on our own. (probably because we are all overachievers.) Note: there is also another option below service request called "Contact Us SR" I think many people may be missing this option.
3. Click Create SR. Provide a Problem Summary and Problem Description. Type Oracle into the service type section and Oracle Marketing Cloud will populate. Your support identifier will also populate. There is only one Problem Type option and that is "Product Question".
4. Click Next in the upper right corner.
5. This will take you to the solutions page, which is very similar to what you'd see previously when logging a case. Oracle provided content related to your request in an effort to help you solve your problem independent of support. Example below.
6. Click Next. You are then routed to the "More Details" section which allows you to provide more context around your issue. Complete this section with relevant information and attachments.
7. Click Next. You will be directed to the Severity / Contact Screen. This is your opportunity to indicate the severity of your issue. Select the most appropriate option.
8. Provide Contact info. This is pre-populated. Change as necessary. You'll also note that there is an option to add an alternate contact.
9. Click Submit. You will then be redirected to the Services Request Home.
10. Give it time. If you don't receive feedback or response in a reasonable amount of time, you are now armed with a ticket number, which will help in terms of routing you to the right person when you do call in for support.
Best of luck Eloquans!
I hope this helps.