How to create a Service Request with Oracle Support

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General
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Short description of steps how to create SR for Oracle support

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Steps in Short
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Service Requests (on top)
Create SR

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Craete SR Steps
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The Create SR consists of four screens:

Problem Summary - Issue description + product versions
Solutions - Proposed known solution for the issue.
More Details - Option to attach file
Contact information - Option to update phone and additional contact details.

Problem Summary screen
Problem Summary: Archive files are not cleaned up by RMAN due to "stuck" OGG caption process.

Problem Description:
We have an environment with OGG between two instances.
Per each schema there is a dedicated process of CAPTION, EXTRACT, REPLICATION.
On 3rd Aug, OGG was removed for some of the schemas.
Since then, archive files stopped to be deleted by RMAN.
For one of the schemas, we still can see the caption process in DBA_CAPTIONS, in status DISABLED.
But this process is not visible in GGSCI.

We need help to drop this process.
And to resolve issue of archive files not being deleted by RMAN process.

Error Codes:
N/A


Product: Oracle Database, Oracle GoldenGate, etc.
Product Version: 12.1.2.0.0
Product Languages: English
Operating System/Version: Red Hat Enterprise Linux Server release 6.5 (Santiago) (from  /etc/redhat-release)
Database/Version: 11.2.0.4.0
Database Platform/Version: Red Hat Enterprise Linux Server release 6.5 (Santiago) (from  /etc/redhat-release)
Problem Type:  Select from dropdown.


Solutions Screen: 
Review the following documents to troubleshoot this issue:
Goldengate Extract v11.1.1.0.0_78 Abended without Any Errors When Processing Direct Load Records (1254514.1)
Extract Crashing without Any Error on OGG 11.2.1.0.5 When the Source Oracle DB Is on a RAC Environment (1550356.1)
If the solutions above do not resolve your issue, follow the steps detailed in the document below:
SRDC - Information to Collect When GoldenGate Extract/Replicat Abends without Error (1906071.1)
We recommend saving this session as a draft Service Request (SR). Once data gathering is complete, proceed with the next step to upload requested data and submit SR.

More Details Screen
Attach files option

Personal Contact Screen
Not possible to change mail
Only to update phone, and add additional contact details.