Templates
SR Template
SITE NAME:
CONTACT Name:
SITE NUMBER:
CONTACT NUMBER:
DETAILED DESCRIPTION OF ISSUE:
HOW OFTEN:
SERVER ON SITE:
Opera URL:
REPRODUCED:
STEPS TO REPRODUCE INCLUDING SCREENSHOT(S):
VERSION :
WORK PREFORMED:
Reached out Template
Hello,
Hope you are doing great today !!
I tried to call you at XXXXXX regarding the SR XXXXXXXX raised by you, but unfortunately I could not reach you.
Please let us know your convenient timings so that we could connect to the site and try to resolve the issue as soon as possible.
Thank you and have a nice day.
Regards,
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
First and Last Name
Hello,
We are confirming the closure of your reported issue.
If you need further assistance in this case or the problem re-occurs, please open a NEW SR with latest details and refer to this SR number. Your feedback is very important to us and is the primary determinant of how we measure success, drive decisions, and define our improvement initiatives. If selected to participate in Oracle's Service Request Transactional Survey, you will receive an email in the next 2 days. If you have not received the invitation by then, you may request one by using our online Survey Request Form (https://ora.cl/vNF)
Thanks,
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
Thank you for raising a case via MOS.
After review of the detail provided, I can confirm that this case will be chargeable as new/additional configuration is required and such changes do not fall within your Oracle support contract.
1) If you need install done by tomorrow. Review, sign and save the WAR letter as pdf. The WAR letter must be signed by GM or IT director.
Once letter is received, we will transfer to consulting as SEV1 priority. This is a billable service.
2) Or contact your account manager to request Remote Programming Services (Quotation) It may take couple days.
The case has been set to pending customer acceptance as this is awaiting action from yourself. The case will auto-close after 3 emails. If you no longer require the work to be carried out, please advise and we will close the case. Should no reply be received, the case will be closed.
Thanks
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
Hello,
Please be informed that the issue you encounter has been identified as a software bug,(BUD)
BUG is already under investigation with Development team.
The issue will be resolved in a future release of Opera. This document shall be updated with the fix version once the fix has been released.
As a workaround, XXXXXXXXXX
Thank you for your understanding,
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
Downgrade
Please be advised that the priority of this SR has been downgraded as we reserve P1 to whole system down. Rest assured though that I have created a 'manager request' in the SR and requested follow up fn this SR, we indeed take this very serioulsy and endeavour to get back to you as soon as we possibly can.
Closing Template
No feedback has been received for the last 3 days. SR will be closed. In case any further assistance is required, please open a new SR with all the required information.
Thanks
Follow Up Template
Thank you for logging a Service Request (SR) with Oracle Support. I am Alfredo Aguirre and I will take care or your request. I am currently reviewing the issue and I have some questions regarding this:
FULL VERSION (incl. ePatch):
CONNECTION DETAILS: Hosted or Non-Hosted
[ ] Hosted: (Add the Environment / schema / resort code)
[ ] Non-Hosted: (Add Contact name, Contact phone #, and Contact email)
REPORT NAME: 0"> 0">Rate Code - Detail
FREQUENCY OF OCCURRENCE:
RECENT CHANGES MADE:
LAST TIME THAT IT WORKED:
SITE UPDATE HISTORY:
OTHER RELEVANT INFORMATION: e.g. export files location, etc.
I will update the SR with my findings and plans for the next steps, I will call you as soon as I have completed the initial investigations. Please share with me any information about your crucial milestones to help me to prioritize this SR correctly, any additional input on your experience of the issue is appreciated to narrow down the root cause.
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
White list Template
Thank you for logging a Service Request (SR) with Oracle Support.
I am Alfredo Aguirre and I will take care or your request, Please provide the required details:
PRODUCT: OPERA
PRODUCT AREA: Configuration
OPERA URL:
Business need/reason for update:
Customer Name:
Source IP:
Destination IP:
Port Number:
Thanks
Alfredo Aguirre | Customer Support Analyst
Phone: +18009372211
Oracle Oracle Hospitality
7031 Columbia Gateway Drive | Columbia, MD 21046
Green Oracle, Oracle is committed to developing practices and products that help protect the environment
Follow Up eMail Template
Dear:
Recognizing your very busy schedule, I'm sending you this note as a reminder that there is a SR ( ) open that it was assigned to you. The user called today to have an update and she is expecting to have a resolution, she Would like to have your assistant. Drop me a note or phone if you require further information.
Regards,
Alfredo Aguirre