Engage L2 Sys/DBA

General engagement principles

You must follow the principles below:

• Make sure the product on the SR is correct (i.e. "Oracle Hospitality OPERA 5 Property Services" or "Oracle Hospitality Suite8")
• Make sure the SR language is English
• Make sure the SR contains a contact with an email address (to get connection) and a phone number
• Make sure 1st level troubleshooting is done (see text clipping below)
• Make sure the SR contains the L2 engagement template from SR Activity Template L1 to L2 for Sys/DBA
  
• Change Component to "Technical Services"
• Change subcomponent to "L2 Technical Services"
• Transfer the SR
  • Group: "Assign to new group"
  • Owner: "Assign new owner - Automatic"
  • Reason: "Workload Balancing"
  • Justification: "Sys/DBA L2 engagement needed"

Special Handling for Severity 1 SRs

For urgent and Severity 1 SRs, a "warm handover" is mandatory. (this includes changing the severity of an existing SR to Sev1 on customer's request)

Follow the same steps as the "General engagement", and contact immediately our main phone number: +49 211 748 39 037
This phone number will be redirected automatically to an available engineer (24/7).

You can also email this team at: hgbu_support_sys_dba_l2_ww_grp@oracle.com