Submit a Service Desk or Oracle Support Ticket

1

Log in to the Remington Service Desk: https://servicedesk.remingtonhotels.com

Tip: Bookmark this site for faster access later.

2

Corporate users: Use your Windows credentials to log in.

3

Option: Click Remember for the browser to store your log in information.

4

From the landing screen for the Remington Service Desk, click the Incident Catalog menu and select Report an Issue or New Incident from the menu.

The New Incident screen displays.

5

In the New Incident section, complete these fields:

In the top section:

• Name:  Your name should be prefilled, but if not, click the icon to select the Incident Requester's Name.  Your Job Title, Department, Email and Contact number displays.
• Level:  Select the level for the new Incident/Issue.  For any Oracle issue, select Tier 10.
• Site:  Pre-fills according to the requester's location site.
• Impact:  Select the appropriate impact.
• Urgency:  Select the appropriate urgency.
• Category:  Select an appropriate category.

• Subject: Enter your request.

• Description: Enter detailed information about your request.

• Attach File: If applicable, click this button and send screen shots to provide as much information as possible to the support team.

Note: Be as detailed as possible in the Description field so that Service Desk personnel can provide a better and more accurate response.

6

Scroll to the bottom of the page and click Add request. Your request is routed to the support team, and you receive a ticket number by email.

• Impact: Select Medium
• Urgency: Select Normal
• Level: Select Tier 10
• Category: Select Oracle - Financials (ERP).
• Subcategory: Select the module.
• Item: Select the task you are performing.
• Email IDs to Notify: Add people other than yourself who are affected.
• Subject: Enter Oracle Processing Error.
• Description: Name the business process, Oracle process, and the process ID that generated the error. Add any other pertinent details.
• Click Add Request.

1

Log in to the Remington Service Desk.  See instructions above.

From the landing screen, click the Service Catalog menu.  Select Oracle New/Modify/Delete User Account Request and click the Ashford option.

2

The Ashford Oracle ERP/PBCS New/Modify/Delete User Account Request Form displays.

In the top section:

• Name:  Your name should be pre-filled, but if not, click the icon to select the Incident Requester's Name.  Your Job Title, Department, Email and Contact number displays.
• Level:  Select Tier 10.
• Site:  Ashford Hospitality Trust.
• Impact:  Medium.
• Urgency: Normal
• Category:  Account Management
• Subcategory:  Oracle - Accounting & Finance

• Item: Add User

• Subject: Ashford Oracle ERP/PBCS New/Modify/Delete User Request for [User Name].

• Description: Please set up access to Oracle Accounts Payable for the person entered below:  
  User ID: enter the user's ID.

Complete these fields:

• Request Type: New

• Oracle Instance:  Select Oracle ERP or PBCS or both.

• Company:  Select Ashford

• Associate Name: Enter the name of the user that needs the addition/modification/ deletion.

• Job Title: Enter the user's title.

• Task Force?: If this is a Task Force user, select Yes. If not, select No.

• Email Address: Enter the user's email address.

• Mirror User: If a new user needs the same access type as another user, enter that user's name.

3

• Select the additional roles the user may need by checking the box next to the role or module.  
• Scroll to the bottom and click Add request.

Your request is routed to the support team, and you receive a ticket number by email.