All Enterprise Portal Operations Support requests are managed through Incident Requests in the Remedy System. The Operational Categorization in Remedy is Enterprise Portal. If you have a Remedy account, the "Remedy Web Access" link (in the right side navigation bar) will take you to the Remedy Web Access site.
Requests for new portal custom applications or code (including remote portlets), monitoring services, additional Oracle WebCenter components, application integration for commercial off-the-shelf and/or custom developments must be processed through a SERP Request (Service Engagement Review Process) and not through Incident Requests in the Remedy System.
The Enterprise Portal Team reserves the right to change the severity of Incident Requests based upon a review of an issue.The Enterprise Portal Team reserves the right to return Incident Requests if there are insufficient details in the Incident Request to conduct an analysis of the reported issue. Incident Requests placed in "resolved" status will automatically close within 7 days.
The team will respond to Incident Requests in the Remedy System only during business hours (8am - 5pm, Monday - Friday). If the issue requires immediate attention (during or after business hours), send the Incident Requests in the Remedy System to the EDC Applications Management Team (The Operational Categorization in Remedy is Enterprise Data Center Support).
Before you submit a new Incident Request, please check the Enterprise Portal WebCenter Known Issues list. If the issue is listed, we ask that you do not submit a Remedy ticket to avoid several tickets being created for the same issue. Instead, you can subscribe to the issue to receive notification when the issue is updated or resolved.
Essential Information When submitting Incident Requests in the Remedy System to the Enterprise Portal Team, please make sure that you include the following essential information (where applicable) within the Summary section of the Request (or within the Work Log if there is a large amount of text):
Event Date and Time (text)
Environment - PRD/STG/DEV (text)
Exact URL to the page they are trying to reach (text)
Community Name and Object ID and/or Page Name and Object ID and/or Portlet Name and Object ID (text)
Location (Folder Path) of the Object whether it is in the Admin Console, Publisher or the Knowledge Directory (text)
Error Messages reported by the Portal in the browser (text and screenshots)
Capture the HTML "Source" of the page as displayed in the browser (text). This can be copied from any page in the portal
- Using Internet Explorer - Select "View" from the browser menu, then select "Source", then select all text and "Copy" it
- Using Firefox - select "View" from the browser menu, then select "Page Source", then select all text and "Copy" it ?NOTE: If the page contains sensitive data please exclude it from the text you are highlighting and just capture the very bottom of the source page starting with "Hostname"
Any additional steps we need to follow in order to reproduce the error (i.e. Clicking on Buttons, Links, Pictures or instructing us to Scroll Down, etc.)
Do not send user passwords in email messages to the Enterprise Portal Team. Do not include user passwords in any Remedy Tickets.
Incident Requests in the Remedy System will be processed in the order received and by the severity of the issue as defined below and as reviewed and determined by the Enterprise Portal Team:
Critical: The portal community is not functional or the issue is affecting a large number of users. Initial response time is 2-4 hours from receipt of a remedy ticket and review of the issue. (If the issue requires immediate attention such as a "Service Unavailable" message displays and the entire site is down, send the ticket to the EDC Applications Management Team as outlined above.)
High: The portal community is functional, but portions of a community are not functional such as a remote portlet displaying an error message, security has been changed for the entire community making it unavailable, or other issue with a high business impact. Initial response time is 4-8 hours from receipt of a remedy ticket and review of the issue.
Medium: Request for service, or issue is not immediately affecting ability to perform primary business functions. Example: Snapshot queries are not functioning as expected, but the enduser can still access the documents via the Knowledge Directory Browser. Response time is within 24 business hours (8 AM - 5 PM), Monday - Friday.
Low: Questions, informational requests, or issues not affecting primary functions in any capacity. Response time is within 48 business hours (8 AM - 5 PM), Monday - Friday.
EnterprisePortal Help Desk Escalation:
Tier 1: Agency Portal Managers serve as the Tier 1 Support for their respective agency portal teams (community mangers, content managers, content portlet developers, and content owner/editors). Agency portal teams should follow their respective agencies help desk support processes.
Tier 2: EnterprisePortal Team serves as the Tier 2 support to portal managers.
Tier 3: Oracle Technical Support serves as the Tier 3 for the Enterprise Portal Team and Enterprise Data Center.
After-Hours Support:
The EnterpriseData Center- Managed Services Team, is responsible for 24 X 7 (365 days per year) support for availability and performance of the Enterprise Portal. The EDC Service Desk will escalate support issues to the Enterprise Portal Team following the procedures outlined in "Support and Help Desk Reporting" for the Enterprise Data Center. Enterprise Portal Governance requires an EDC Deployment Document for every Enterprise Portal Community. This document details the key contact information for each agency portal community in the event a Remedy Ticket is submitted during or after working hours where a portal community and/or associate applications is experiencing performance issues.
