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Scope of Service for Siebel Configuration and Scripting - Siebel Open UI (Doc ID 1513378.1)

Last updated on FEBRUARY 20, 2024

Applies to:

Siebel Core - IRM Tools - Version [23016] and later
Information in this document applies to any platform.


1. Purpose Of This Document

This document explains the scope of service that Oracle Global Customer Support provides for issues with configuring or scripting Siebel Open UI applications.

By defining this scope we ensure to deliver service of high quality in an efficient manner.

In this context, “Configuration” refers to Siebel Tools based modifications of the Siebel Repository and to Web Template customization.

“Scripting” refers to internal scripts that can be added to predefined event handlers through Siebel Tools, as well as to accessing the Object Interfaces API by external applications using the provided interface technologies (COM, Java, XML). This also refers to JavaScript and CSS files customizations specific to Siebel Open UI.


2. Areas Of Responsibility

2.1 Oracle Software Support

Global Customer Support provides 2nd and 3rd level support for Siebel product issues where:

Global Customer Support also provides advice and support for customizations to the Siebel products, where the customer is following standard customization methods such as those documented in Siebel training, Siebel Bookshelf, and My Oracle Support knowledge base solutions. Customizations should also follow best practices as documented in the above sources.


2.2 Oracle Solution Support Engineering (AES)

Solution Support Engineering is a group within Oracle Advanced Customer Services that offer customers industry and technology advice and assistance for a fee. Solution Support Engineering advises customers on how to deploy Siebel to optimally meet business requirements, optimize application performance for end users, and strategies to minimize ongoing maintenance costs. These services are billed to the customer separately from that of Global Customer Support. Advanced Customer Services Sales can provide information regarding the cost and necessary steps to engage Solution Support Engineering to work with an Oracle customer.

With regard to product configuration and scripting, AES provides a number of services, including:

Please note that while this document uniformly refers to "Solution Support Engineering", this term may also refer to Professional Services, especially if the question is related to design issues or to evaluating the feasibility of a particular approach.

In order to engage AES services for your business requirement please navigate to the Advanced Customer Services screen in My Oracle Support. You may need to choose this from the more menu option. This leads you to a screen which outlines the Advanced Customer Services - Service Portfolio. At the bottom right hand corner there is a section called CONTACT US which allows you to email Oracle Advanced Customer Services to discuss what options would be available to you and engage if required. Note that you can also engage your Technical Account Manager to engage AES on your behalf.



 The remainder of this document aims to give customers real life examples of the types of questions that fall within the boundaries of product support supported customizations and explain why certain types of questions may be referred on to other groups.

Support topics other than customization, such as installation, administration, integration technologies, or standard application functionality, are not covered by this document.

3. General Differentiation Rules

Siebel Open UI Configuration and Scripting Scenarios...


Oracle Software SupportOracle Solution Support Engineering
  • A customized product is not behaving as designed or documented. The unexpected behavior can be narrowed down to a particular functional block such as, for example, a particular applet or view is not working in Siebel Open UI as documented but works in Siebel CRM application (HI client) OR a call to Business Service that resides in Siebel Server using Siebel Open UI API.
  • The issue needs a more complex level of customization than is covered by the standard methods for customization.

  • The issue involves customization methods which diverge from the standard methods for customization as specified by the Siebel Open UI documentation.

  • The issue involves a highly customized application or insufficiently documented customization, where the detail is difficult to communicate to an engineer situated remotely.

  • The customer has a question regarding a particular Siebel Open UI and Siebel Open UI Mobile application configuration aspect. (A “How-To” question.)

  • The Siebel Open UI Bookshelf, other documentation, or knowledge base solutions need to be clarified or enhanced.

  • The customer is seeking advice on analysis and design.

  • The customer is asking for risk analysis of custom design or implementation approaches.

  • The customer is seeking advice on performance tuning after the application functionality has been customized.

  • The customer has a question regarding deploying Siebel Open UI or Siebel Open UI Mobile Application.


  • The customer is seeking advice on analysis and design approach for Siebel Open UI and Siebel Open UI Mobile application deployment.


For any Siebel Open UI Configuration or Scripting scenario, if the customer is not able or does not have sufficiently skilled resources to take an active role in working with Oracle Software Support to analyze and resolve the issue, Oracle Software Support may advise the customer to request billable on-site assistance from Solution Support Engineering.

In the situations that require Solution Support Engineering assistance, Global Customer Support will gather information to categorize the issue, check for the existence of previously recorded causes, and provide generic advice per the standard methods and best practices for customization. If these actions do not resolve the issue they will ask Solution Support Engineering to work with the customer from that point onwards, using information researched by Global Customer Support. Global Customer Support will communicate as early as possible to the customer and to the Customer Service Delivery Manager (if involved) , that the SR may need to be transferred to another group so that scheduling of Solution Support Engineering can be initiated.


4. Configuration

4.1 Definition

Configuration covered by this document

For details on the customizations support please refer to : Siebel Open UI Best Practices - Deployment Guide [ID 1499842.1]


4.2 Customizations Support

Siebel supports flexible options for development in Open UI. Customers should be aware of the implications of developing in each supported development style.
For detailed information on these components for reuse or features, please go to the referenced links documented in Siebel Open UI Best Practices - Deployment Guide [ID 1499842.1]



Oracle Support SupportOracle Solution Support Engineering

General Issues with Deploying Siebel Open UI as documented in Siebel Open UI Guide.

For example:
-Deploy Siebel Open UI to run in parallel with existing deployment using High Interactivity (HI) client.
-Install issues relating to the fix pack or Quick fixes on the Siebel Server as documented in the Guide.
-Issues with Enabling Siebel Open UI.

Complex issues for which detailed review and validation is required.

For example:

-Assistance with design of new custom UI functionality.
-Server sizing Requirements for Siebel Open UI.
-Siebel Server Memory Requirements for Clients
-Usability assessment

Doing General Customization Tasks:

This includes some of the general customization tasks that you can do in Siebel Open UI.

For example:

-Enabling Object Managers for Siebel Open UI
-Preparing Siebel Tools to Customize Siebel Open UI
-Modifying the Application Configuration File, custom_manifest.xml file,
-General issues related to Modifying Look and Feel of the Siebel Open UI Client (both connected and disconnected client).



Some examples of customization tasks:

-Any Configuration of a Presentation Model / Physical Renderer or CSS customizations that is not documented in Configuring Siebel Open UI
-Any Modifications to core_manifest.xml file.


Scripting to Customize Siebel Open UI:

-General ("How to") questions on standard API reference supported to Customize Siebel Open UI
-Issues with standard JavaScript code or files that Siebel Open UI requires or uses.
-Issues with standard CSS, image, Web template and HTML Files.


Scripting tasks where code review or custom code is not working:

-Any custom JavaScript written to render the user interface or predefined public API.
-customization of an existing SWT file or any custom new SWT file added to Siebel Open UI.
-Any custom CSS, image, Web template and HTML Files, JQuery added or modified.



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In this Document
 1. Purpose Of This Document
 2. Areas Of Responsibility
 2.1 Oracle Software Support
 2.2 Oracle Solution Support Engineering (AES)
 3. General Differentiation Rules
 Siebel Open UI Configuration and Scripting Scenarios...
 4. Configuration
 4.1 Definition
 4.2 Customizations Support

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