Issue Response Template

(Required for each partner user issue reported)

Questions to Partner User

Responses from Partner User

1. What is your user id?

(firstname.lastname@oracle.com)
Notes:
If other users from your company have
access issues, a separate template must
be used. Issues cannot be combined
unless it is determined that the issue is
exactly the same. This can only
determined by PBC after they have
completed their troubleshooting.
If you have multiple users with the same
exact issue, please discuss with PBC and
they will work with you to obtain the
information by completing the multiple
user issue response template.
2. What is your email address?
Note:
There are some users that do not have
their user id in email format so its
important that you provide us with your
email address.
3. What is your Company Name?
4. What is your Company ID#?

5. Do you need to be deactivated

(debadged) from your current
Company ID?

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Doc Revision Date: May 23, 2012

Issue Response Template

(Required for each partner user issue reported)

Questions to Partner User

Responses from Partner User

6. Provide details of your

issue/question. Include any error
messages, date/time of
occurrence, or similar details
Note:
Please ensure that all error messages and
screenshots are provided to ensure faster
resolution.
7. Can you log in to
www.oracle.com?
Note:
To log in, you will go
to www.oracle.com and click the account
link to login.
8. When did you register your user
www.oracle.com account? Please
provide date.
Note: To register a user account, you go
to Step 1 of Join Now.
9. Can you log in to OPN?
Note: To log in, you will go
to http://www.oracle.com/partners
click the Partners (Login Required) tab
10.

When was the last time you

tried to log in to OPN? Please
provide date.

When was the last time you

successfully logged in to OPN?
Please provide date.

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Doc Revision Date: May 23, 2012

Issue Response Template

(Required for each partner user issue reported)
Questions to Partner User

Responses from Partner User

11.What system or content are you

trying to access?

Issues accessing specific pages

on the OPN Portal
Global PRM Partner Portal
(GCM)
Education (Competency
Center)
Solutions Catalog
Sales
Etc..Other if not listed above

Also, have you accessed this system,

site or content before without issues?
If so, how long ago?
Note:

If you are accessing a page through a

bookmark, please try logging in to
OPN first (step 8) and then accessing
the page.
12.Provide the URL of the system,
site or content you were trying to
access?
Note:
The URL should be like:
partner.oracle.com or
gcmprm.oracle.com/prmportal_enu
The URL should NOT be like the following:
https://login.oracle.com/mysso/sign
on.jsp?
site2pstoretoken=v1.2~CA212C6E~5
1D19EE8014BBD4745D53...
The above is the authentication page and
not the application URL.

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Doc Revision Date: May 23, 2012

Issue Response Template

(Required for each partner user issue reported)
Questions to Partner User

Responses from Partner User

13.Provide step-by-step
navigation/actions, which
preceded the problem.
Notes:

Its imperative that you provide the

navigational steps taken to get to the
error message to ensure faster
resolution.

Please ensure that all error messages

and screenshots are provided to
ensure faster resolution
14. Which Internet Browser and
version are you currently using?
Notes:
If Partner is using Internet Explorer
version 9 (IE9), please use the following
instructions:
http://my.oracle.com/content/native/CNT
1645491

IE9

15.Have you cleared your

cookies/cache?
o

Internet Explorer: Tools > Internet

Options > Temporary Internet Files
> Delete Cookies & Delete Files
Mozilla Firefox: Tools > Options >
Privacy > Show Cookies > Remove
All Cookies

Yes

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Doc Revision Date: May 23, 2012

Issue Response Template

(Required for each partner user issue reported)

DEACTIVATION QUESTIONS
Questions to Partner User

Responses from Partner User

1. Provide Reason why PRM

Administrator cannot perform the
Deactivation
2. Once Deactivation is finalized,
will you Badge yourself against a
new Company ID maintaining
same user id / email address?
3. Once Deactivation is finalized,
will you Badge yourself against a
new Company ID with a new user
id / email address?
Duplicated Record: N/A
Company Name:
Company ID:
Is there any Duplicated Company
Record tied to this Request?

Valid Company Record: N/A

Company Name:
Company ID:

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Doc Revision Date: May 23, 2012