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| Acronym | Related BEA Terminology | Description | |
|---|---|---|---|
| Alert | Breaking News, Hot Topic | Knowledge Management document type | |
| Backport | A patch for a prior code set | ||
| Bug | BUG | Defect, Fix Request, Change Request | A defect in the existing code or functionality not performing as documented |
| Bulletin | Whitepaper | MetaLink document type | |
| Contact | Consumer, Customer | A customer contacting Oracle support | |
| Customer Support Identifier | CSI | Identification Number, Customer Support Number (CSN), Client ID, Customer ID | Internal use - A unique identifier indicating what products and level of service a customer has purchased |
| Customer User Administrator | CUA | Designated Contacts, Web Admins | Customer user responsible for granting access to MetaLink 3 and controlling individual user privileges, without having to contact Oracle Support |
| Enhancement Request | ER | Change Request, ACR (approved change request) | An enhancement is a requested addition to documented functionality or a request to change the behavior of existing functionality. Enhancement can be delivered via patches or via scheduled releases |
| Escalation | Bringing Management attention to an issue. A service request can be part of several escalation types: Manager Escalation, Development Escalation, Executive Escalation, and Customer Escalation | ||
| GRID | GRID | Engineers performing Technician SR resolutions | |
| HUB | HUB | Engineers performing translation and contact services for GCS | |
| Knowledge Documents | Solutions, white papers, Notes | Knowledge Documents | |
| Oracle Configuration Manager | OCM | SCM | Client Site Component to SCM. Must install for SCM to work. |
| Oracle Diagnostic Methodology | ODM | Problem-solving technique used in working service requests | |
| Oracle Partner Network | OPN | Oracle and our more than 20,000 partners provide customers around the world with industry-leading solutions and services that address business needs | |
| Oracle Software Delivery Cloud | eDelivery | E-Delivery | On this site customers can download any Oracle product/ update that is currently available to license |
| Oracle Technology Network | OTN | Oracle Technology Network is the world's largest community of developers, DBAs/admins, architects, and QA testers using Oracle products and industry-standard technologies. OTN members can explore product documentation, join discussion forums, read technical articles, and much more. No charge for membership. | |
| Oracle Web Conferencing | OWC | Self-service tool for hosting online meetings and recording online events | |
| Patch | Fix, Resolution, POC (proof of concept), diagnostic patch | A code change or set of code changes which are not part of a scheduled release. Patches are usually provided against the latest code set | |
| Service Request | SR | Issue, Case, TAR | A specific customer reported request for support |
| Software Configuration Manager | SCM | Support assistant | Support capability that helps customers organize, collect and manage their configurations |
| Support Engineer | Support Representative, Support Experts, Technical Analyst, Support Analyst | Support representative in GCS | |
| Support Identifier | Site Identification Customer Support Number, Client ID | Used on the portal. A unique identifier indicating what products and level of service a customer has purchased. |