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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.


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.



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.


Additional Resources

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




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