Enhanced Support in OCI Console — Create Service Requests (SR) in Child Tenancies

Update 2024:
This feature is not available anymore.

Yesterday i have found out that this new feature is available in the OCI Console.

In Oracle Documentation, we have a very good description of it:

A tenancy is a secure and isolated partition of Oracle Cloud Infrastructure to create, organize, and administer your cloud resources. This could include compute instances, networks, storage, databases, identity, analytics and more.

You can think of the tenancy as being synonymous with a company or organization. Ordinarily, a company will have a single tenancy and reflect its organizational structure within that tenancy.

A single tenancy is usually associated with a single subscription, and a single subscription usually only has one tenancy.

Once created by Oracle, each tenancy consists of;

• A distinct set of Users (which can be federated to another identity system).
• A set of Groups to which users belong.
• A distinct set of Policies (permissions).
• A set of service limits.
• Separate security and governance settings.
• A Root Compartment

Cloud resources and services, including those listed above, cannot be administered by any user outside the tenancy. However, some resources and services can still usually be accessed outside of the tenancy. This is only possible if such usage is configured and granted by an authorized administrator within the tenancy.

As many customers requested to create different tenancies, to have a full segregation of the resources ( not only at Identity level using Compartments and policies) Oracle introduced Organization Management and gave the customer the option to create a new tenancy or to invite an existing one. With this solution in place, we have the Parent tenancy, that created or invited a new tenancy that will act as a child tenancy. Until now, if a customer needed to open an SR and report a certain issue, he needed to do this from the parent tenancy, and specify that it was created for a child tenancy.

Now, if you want to use this capability, you need to add your My Oracle support account to your OCI account:

Click on Link Support Account:

Enter the credentials, and after your CSI admin approves it, you will be able to see that your account is linked.

Now you can go to the Support Center, or even from the product where you have an issue, and click Create a Support Request. Because you already have the support account mapped, most of the variables will be filled automatically for you:

After the SR is opened, the details can also be seen from the Parent Support Center, and can also be closed by the CSI Users/Administrators as they are sharring the Same CSI.

I hope this will help you to solve your child tenancy challanges much faster.