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Handling Banking Products SRs classified as Enhancements - All Versions (Doc ID 2586703.1)

Last updated on FEBRUARY 28, 2020

Applies to:

Oracle Financial Services Software > OFSS > OFSS Banking
Information in this document applies to any platform.

Details

Introduction & Use

This note explains the handling and workflow of the SRs that were raised by you as Enhancements or get classified as Enhancements post review and analysis by respective product engineering team. The purpose of this document is to provide reference related to Enhancement Tickets.

  1. SR Logged by Customer in MOS
  2. How Oracle Processes Enhancement Requests
  3. How to view Progress of Enhancement Requests
  4. Support Communication on Enhancement Tracking Number
  5. Best Practices while Logging an Enhancement Request

Actions

Explaining the process of Handling SRs classified as Enhancements raised against any of the following Oracle Products:

Oracle FLEXCUBE Universal Banking
Oracle Banking Payments
Oracle Banking Corporate Lending
Oracle Banking Liquidity Management
Oracle Banking Virtual Account Management
Oracle Banking Trade Finance Management
Oracle Banking Facilities Process Management
Oracle Banking Enterprise Limits and Collateral Management
Oracle Banking Digital Experience
Oracle FLEXCUBE Core Banking
Oracle Financial Services Lending and Leasing
Oracle FLEXCUBE Investor Servicing
Oracle FLEXCUBE Private Banking
Oracle Banking Platform
Oracle Banking Enterprise Product Manufacturing
Oracle Banking Enterprise Collections
Oracle Banking Enterprise Originations

 

SR Logged by Customer in MOS

As a customer of Oracle Banking Products, you can log Service Requests (SRs) on My Oracle Support (MOS) for any of the Issues/Queries/Enhancements that you have with respect to Banking Product version that you are using. Support team does the necessary triaging of such SRs along with validation and verification of supporting documents / logs / spools and simulation steps provided by you and refers the case to product engineering team for further processing.

If the SR reported by you turns out to be system issue/query, then support team works with product engineering team to make suitable fix / solution available through periodic patch set.

If the SR reported by you pertains to a feature/functionality that is not supported in the base product then support team Reviews it with respective product strategy/engineering team. Post this review, if it is confirmed and accepted by respective product engineering team to address it as base product enhancement request, support team will classify such SR as enhancement in MOS and informs you about it with underlying understanding/justification.  Post this, you are requested to follow the workflow on handling enhancement requests described in the ensuing sections of this document.

In case, respective product strategy/engineering team does not accept it to be enhancement request, support team will reject the SR in MOS as limitation of present product version along with underlying understanding/justification.

In any of the above situations, Please be aware that not all Enhancement Requests will be accepted/approved. The most common reason why an Enhancement is rejected is because it is not in line with Oracle’s future product direction. Another reason is the Enhancement is too specific to the given customer environment and would be better handled as a customer -specific customization.

For Enhancement Requests that are approved for future releases, there is no guarantee that the Enhancement will take place in any specific release. The approval status indicates that the Enhancement is consistent with the direction that Oracle envisions at the point of time it is approved.

How Oracle processes Enhancement Requests

As explained in section I, When an SR is classified as an Enhancement or SR is reported by customer as an Enhancement request, Support team will do initial analysis and validation before reporting such a request further to product engineering team by creating enhancement request and will obtain a tracking number which will be provided back to customer. The Enhancement Request will be assigned to Product Management for review.

Now that you have the Enhancement Request tracking number, the Support Engineer will request you to close out the original Service Request (SR) in MOS and ask that you keep track of the Enhancement Request via My Oracle Support using provided tracking number.

Support engineer shall update the SR in a standard communication template depicted in Section IV.

As Product Management continues to update your Enhancement Request against provided tracking number, we encourage you visit My Oracle Support as often as necessary to review your request.

How to view your enhancement requests

The following steps allow you to review the status of your request in My Oracle Support:

Tracking Bugs in My Oracle Support when a Service Request Is Closed "Defect Pending" Refer Doc ID 1564933.1

Support communication on Enhancement Tracking Number

Once the support engineer creates the Enhancement request with product engineering, support engineer shall update the SR in the standard communication template depicted below prior to closing the SR.

“Dear Customer,

On your behalf we have logged Enhancement Request (ER) < Bug Number > with Oracle Development. This ER will be reviewed and evaluated by Product engineering and will remain open until it is either incorporated into the product in future releases, or deemed not feasible.  All valid and triaged enhancements are presented to Oracle User Groups.

This process can occur over an extended period of time. Therefore per Support procedure, the Service Request will be closed and the ER progress can be monitored in My Oracle Support :

1) In the upper right corner there is a "Search Knowledge Base" field
2) Enter the Bug Number in that field and click the Find (hourglass).
3) In the returned Knowledge Browser field click on the down arrow key to show Advanced Search fields
4) In the Source drop down field uncheck Knowledge Base and check Bug Database and then click Close
5) Click on Search button
6) On the Bug that is returned, click on the Star icon to the left to add as a Favorite
7) In the Favorites drop down menu (in the upper right) under the Bugs drop down choice, this ER is now listed

The following statuses will be used as the enhancement is acknowledged and updated by product management:

11 - Code Bug (Response/Resolution)
12 - To External (User Group) Review
13 - Doc Bug (Response/Resolution)
15 - To Internal (Oracle) Review
19 - Approved for User Group Voting
20 - To Requestor, Need More Info
21 - Cost Required, To Development
22 - Approved for Future Release
23 - Scheduled for Future Release
82 - Q/A to Enhancement Evaluation
94 - Closed, Duplicate Enhancement
97 - Suggestion Rejected
98 - Suggestion Implemented

The Service Request will now be closed. Should you have any further questions regarding this specific issue, please update the Service Request and request it to be reopened within 30 days of closure. If you have additional unrelated questions on a new issue please open a new Service Request.”

Best Practices while Logging an Enhancement Request

Please follow the below while logging an Enhancement SR for Banking Support products.

  1. On the “Create an SR – Brief Description” screen, in the Type of problem field, select Product Enhancement Request.
  2. Important factors to remember when filling out the Enhancement Request SR template and creating the SR:
    1. Fully describe why the current product functionality does not meet your needs. Explain in detail the enhancement you would like implemented.
    2. If possible, describe how the product can be changed to achieve the desired results.
  3. Describe your business expectations. Include key milestone dates and justifications, financial impact, number of affected users as to why this request is important and the benefits your organization stands to gain should this request be accepted.

 

Contacts

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In this Document
Details
 Introduction & Use
Actions
 SR Logged by Customer in MOS
 How Oracle processes Enhancement Requests
 How to view your enhancement requests
 Support communication on Enhancement Tracking Number
 Best Practices while Logging an Enhancement Request
Contacts
References

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