My Oracle Support now offers a new chat feature that enables Oracle Support engineers to contact you instantly online to discuss an open Service Request (SR). Oracle Support engineers may use this feature on an open SR to provide a status update, ask clarifying questions, share detailed commands and troubleshooting information, or confirm your issue is resolved.
You control your chat availability with a new status setting in My Oracle Support. When your status is set to “Available” and you have an open SR in which you are the primary or alternate contact, an Oracle Support engineer can invite you to chat online.
An invitation will pop up in your My Oracle Support window. You can accept or decline the invitation.
If you take neither action, the invitation will time out in 10 minutes.
For a short video demonstration and additional details, visit My Oracle Support DOC ID 1643038.1