Do you find yourself trying several times to explain a problem in a Service Request? Does the support engineer ask more than once for clarification? If so, you might be interested in DITO -- Demo It To Oracle. DITO uses CamStudio (free download!) to record the exact nature of the problem, and upload the output to your SR. The following articles provide more details: Working with Support - MOSSOS (Doc ID 1265130.1) "Demo It To Oracle" (DITO) - CamStudio Help (Doc ID 11.1) Why take up valuable time first explaining the problem, then trying to get a web conference setup to show exactly what is going on? The next time you file an SR, try including a recording showing exactly which application is failing, where it is failing, and what it looks like when it fails.