[INTERNAL] How to read Support Tag in Oracle case details (1).pdf

How to read Support Tag in Oracle case details Where to locate the ‘Support Tag’ in an Oracle ticket The ‘Support Tag’ can be located in an Oracle ticket by navigating to the ‘Case Details’ tab and looking out for the Support Tag field. Understanding the format of ‘Support Tag’...

How to read Support Tag in Oracle case details Where to locate the ‘Support Tag’ in an Oracle ticket The ‘Support Tag’ can be located in an Oracle ticket by navigating to the ‘Case Details’ tab and looking out for the Support Tag field. Understanding the format of ‘Support Tag’ 1 2 3 4 5 Windows 10 Enterprise10.0.22631,4.0.302,Synpase 4,UnknownSystem,Customer Support,E,RAZER USB SOUND CARD 3 4 5 1. Windows OS Build 2. Software Version Number 3. Source of ticket. Indicative of software name (Can be internal project name) 4. Ticket channel – either Customer Support or Feedback 5. Selected device name when submitting support ticket. Types of ticket channel Types Support Tag Queue & Status OSvC ticket creation Created in ‘Software’ queue with ‘New’ status Customer Support Created in ‘Software Feedback’ queue with ‘Closed’ status Feedback Source of tickets Below is a list of software and the corresponding case source & support tags, do note that the list is not a complete list and may be subject to changes. Software Name Case Source Support Tag Razer Synapse 3 Synapse 3 10.0.22631.0,3.9.516.51517,Synapse 3,UnknownSystem,Feature Request,-, Razer Synapse 4/New Razer Synapse 4 Windows 10 Enterprise10.0.22631,4.0.302,Synpase Synapse 4,UnknownSystem,Customer Support,E,RAZER USB SOUND CARD Razer Chroma App Chroma App Windows 10 Enterprise10.0.22631,4.0.302,Chroma App,UnknownSystem,Feedback,E, Razer Axon Razer Axon 10.0.22631.0,7.15.0.675,Razer Axon,UnknownSystem,Feature Request,-, Razer Cortex Cortex 10.0.22631.0,--notdefined,Cortex,UnknownSystem,Feature Request,-, THX Spatial Audio THX Spatial Audio 10,1.0.257,THX Spatial Audio,UnknownSystem,Feedback,S, 7.1 Surround Sound 7.1 Surround Sound 10,1.1.85,Surround Sound,UnknownSystem,Feedback,S, Virtual Ring Light Razer Virtual Ring 10,1.0.137,Razer Virtual Ring Light,UnknownSystem,Feedback,S, Streamer Companion App Streamer Companion 10,1.8.13,Streamer Companion App,UnknownSystem,Feedback,S, App Razer Gamer Room App Smart Home 14,1.3.3.1718072473,Smart Home,UnknownSystem,Feedback,0.0, Razer Nexus App Razer Nexus App 14,3.7.0,Razer Nexus App,UnknownSystem,Customer Support,0.0, Razer Audio App Audio 14,17.1.0.1710208408,Audio,UnknownSystem,Feedback,0.0, Razer Controller App Razer Controller App 14,1.3.14,Razer Controller App,UnknownSystem,Feedback,0.0,