Oracle Workflow Customization Policy Clarification (Doc ID 578466.1)

Last updated on JUNE 21, 2023

Applies to:

Oracle Workflow - Version 11.5 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Details

Oracle Support Services

ATG Workflow Support

Customization Support Policy Clarification

Oracle Workflow is a process modeling product which is a core part of Oracle's E-Business Suite and is also provided as a Companion product for Oracle Database 10.2. Customers can use this product to modify our seeded Business process flows inside E-Business to more accurately reflect how their business works. Customers can also create their own workflow processes for their business. Due to the complexity of many customers' workflows, this document is written to clarify for our customers the limit of how Oracle Support Services (OSS) will be able to assist customers to resolve failures of their custom workflows.

Customization Defined

What is considered a customization?

There are detailed documentation explaining how to add custom extensions to E-Business Suite (EBS). Many types of customizations are not supported by OSS as they are not extensions but are modifications to our seeded logic that we periodically need to maintain. We will assist with adding extensions as documented. Properly integrated extensions will be preserved during normal maintenance.

A customization is when an Oracle delivered product component is changed by the customer and that change can be affected by a patch application or an Application upgrade.
A customization is an undocumented modification of Oracle business workflow processes that may change the business logic.
A customization is any call made to non-seeded logic.
A customization is using any API that is not documented or is not described as being Public.
A customization is new workflow processes created by customers.

GLOBAL CUSTOMER SERVICES POLICY REGARDING CUSTOMIZATIONS

Guidelines

This policy statement is necessary due to the complexity of Customizations that can be implemented within Oracle E-Business Suite.

NOTE: Customization Service Requests cannot be granted a severity higher than 3 which allows Oracle Support Services time to address non custom issues with clients.

It is the responsibility of customers to provide a simple test case demonstrating how the failure they are getting is due to our Workflow APIs. These test cases must contain all the necessary information to test and reproduce the error.

OSS Engineers will test and try to assist customers by recommending ideas when appropriate or report the issue to Oracle Development if the test case is determined to be valid.

OSS Engineers will be happy to assist customers seeking information by providing official documentation and if necessary show them the relevant sections to read.

OSS Engineers will not debug customization projects or provide code fixes for them to customers.

If at any time, Support deems a customization to be beyond the scope of OSS, Support may refer the customer to Oracle Consulting to accomplish the task at hand.

Additional Resources

Oracle Workflow Developer’s Guide - Appendix C (Oracle Workflow Support Policy - Customization Guidelines)

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Oracle Workflow Customization Policy Clarification (Doc ID 578466.1)

Applies to:

Details

Actions

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