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SR Routing Cross-Product Guidelines for Purchasing (PO) / Cost Management (CST) (Doc ID 466511.1)

Last updated on JUNE 04, 2019

Applies to:

Oracle Cost Management - Version 11.5 to 12.2.6 [Release 11.5 to 12.2]
Oracle Purchasing - Version 11.5.1 to 12.2.6 [Release 11.5 to 12.2]
Oracle Inventory Management - Version 11.5.1 to 12.2.6 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Purpose

This note is to be used to route service requests to the proper support team. 

Since Cost Management development handles many issues that are cross-product listed, this document is designed to help determine what areas is handled by a Support team and get the customer issue to the correct team to be served in more timely manner.

 

This document has been reviewed and approved globally by PO and Cost Management Support Management.

Scope

The scope of issues addressed by Costing Development do not necessarily map solely and directly to Costing Support due to the nature of integration of Costing code throughout Manufacturing and Distribution apps.

As a result, this document is created with the intention to assist Global Support Engineers with finding the correct routing resources in SUPPORT to handle SRs that are typically considered "grey areas", between two product teams.

To Clarify:
  Just because there is a related bug or patch worked by Cost Development, does not mean the issue is owned by Cost Management Support Team.  Review of the actual code issue determines which support team will own the related SR.

Details

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In this Document
Purpose
Scope
Details
 Guidelines for the Procurement (PO) team
 Guidelines for the Discrete Manufacturing Financials Team
 Guidelines for bugs that are logged to Cost Management
 Component / Subcomponent are Internal to Oracle and used for business analytics.  Customers can disregard this section:
 PO Accounting Team
 PO Receiving Team
 Discrete Manufacturing Financials Team

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