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?