How to log a FootPrints Ticket for South Africa (Ora

Field Name Section: New Issue for Service Desk - USA - General Information Summary SLA Type Status First Name Last Name Section: Contact Information Use "Select Contact" button and Or fill out Required Fields: First Name Last Name User ID E-Mail Address Section: Issue Information Impact Urgency User is located in which country? Product Type Product Sub-Type Component

Section: SLA Information Do not fill out

Section: Description

Section: Assignees and Notifications Assignees Project Members Send Email To

Section: Time Spent Hours Minutes

How to log a FootPrints Ticket for South Africa (Oracle R12)

Information Required

ice Desk - USA - General Information

n Last Name or/and First Name User First Name User Last Name User ID E-Mail Address 2-Country or Business Unit; 3-Department or Area, 4-Single User 1-High, 2-Medium, 3-Low; 4-Scheduled India Software Oracle R12 Oracle AR, Oracle AP, Oracle GL, etc

Do not fill out

Here you need to provide a detailed description of the problem, navigation to Oracle forms, attach screenshots explaining the problem and log files/output files.

fications Oracle R12 Assignees, Contact, CC

Hours Minutes

or South Africa (Oracle R12)

Comment This is just an example Select from drop-down list Select from drop-down list

Search for office "South Africa"

Matches Oracle User_ID)

Select from drop-down list Select from drop-down list (Use Sev 1 only for Sev1 issues - see tab SEV1 Select from drop-down list Select from drop-down list Select from drop-down list (Product Sub-Type field will appear after you select Product Type = 'Software' This is field not mandatory, but is VERY IMPORTANT to fill out. Select from the dropdown list. This step is important because based on this information your request will be assigned to a Service Engineer who specializes in a particular application

Fields will be populated based on the ticket login date according to existing standards for all applications (this section is not Oracle specific). Please note that SLA dates may vary for Oracle depending on the complexity of the issue: it is very often that ATC Oracle Support team needs to go to Oracle for resolution

These details provided from the start can drastically reduce time to resolution

Please choose what is appropriate for notifications

This is a mandatory field, so please enter 'hours' spent on logging a ticket and collecting information from the users This is a mandatory field, so please enter 'minutes' spent on logging a ticket and collecting information from the users