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Check List for Helpdesk

When reporting an issue or a problem, please have your CRS ID ready along with the following information before contacting the Support team; this will ensure that we have enough facts to provide an appropriate response.

1. What part of the system were you in?

  • What module were you using?
  • What part of the module? Please give us precise details, which you can do as follows: go to the menu bar, choose Help, choose About Oracle Applications, and note the Form Name and Form Version.
  • It is also very important that you tell us exactly which part of the screen you are in (e.g. 'price field on an enter PO screen')

2. What exactly was the problem?

  • What were you trying to do?
  • What happened?
  • If you got an error message, note it down verbatim.

3. When did it happen?

  • Give the date and time of the problem
  • Tell us if there is a pattern to it (e.g does it always happen when you first log on/ at a similar time of day?)

4. What is the extent of the problem?

  • As far as you know, is it affecting just you or others too?
  • Does it affect just this transaction or others too?

5. Are you aware of any changes in this area recently?

  • Is anything being done differently?
  • Is this the first time that this has been done?
  • Has anyone changed any settings recently?

Vulnerable Periods

Some systems may be unavailable between 6.00am to 9.00am Tuesdays and Thursdays. Users will be notified of planned vulnerable periods here and in the latest bulletin.