Glossary

administrator

See Customer User Administrator.

Advanced Customer Services (ACS)

A global business within Oracle Support, focusing exclusively on facilitating the continual operational improvement of customers' Oracle environments throughout the full Oracle solution life cycle.

Advanced Development Environment (ADE)

One of the main systems Oracle Development uses to store product source code.

Auto Service Request (ASR)

A secure, scalable feature of Oracle support plans and warranty that automatically generates a service request (SR) for specific Oracle product faults.

See Also:

For more information, see "Auto Service Request".

bug

An error or flaw in computer software. Oracle bugs have an ID which can be used to monitor or view its contents. Bugs are sometimes associated with an SR.

Business Critical Service for Systems (BCS)

An ACS offering designed to provide enhanced service levels and responses for systems running mission critical business functions.

Oracle Bug Database

The bug tracking system used for logging both bugs and enhancements associated with Oracle applications and systems.

Contact Us service request

Also known as a non-technical SR, an SR submitted through the Contact Us link. Use a Contact Us SR for help concerning your account, permissions, issues with the web site, license and entitlement, sign in issues, ordering physical media, or if you are having issues filing a technical SR.

Community

A multi-channel interactive community for sharing information, posting questions and answers, and providing suggestions about Oracle products, services, and related technologies.

Customer User Administrator

A role assigned to one or more people within an organization who manage the rest of an organization's My Oracle Support user accounts.

See Also:

For more information, see "Registration and Sign In".

Dashboard

The Dashboard page provides an individualized summary view of My Oracle Support transactions and provides the ability to customize the information that is displayed.

draft service request

An SR that has been created but not yet been submitted to Oracle Support. Draft SRs are saved for up to 30 days and can be viewed and submitted by any user who has update permissions to the support identifier associated with the draft SR.

See Also:

For more information, see "What is a Draft SR?".

favorite

Provides quick access to frequently used information such as Knowledge documents, bugs, and SRs. Use the Favorites menu to create and manage favorites.

See Also:

For more information, see "Favorites".

global toolbar

Appears at the top of the browser window and contains a variety of tabs, links, and a search feature.

Global Customer Support (GCS)

Formerly Global Product Support (GPS), Global Applications Support (GAS); Global Customer Care (GCC) & Global Software Support (GSS); Oracle Support Services (OSS); Global Customer Support provides a broad range of situation handling services, which compliment the Oracle Premier Support offering.

Global Customer HUB (GCH)

Oracle's front-line customer service organization specializing in handling the creation and or updating of any SRs for customers (including escalations), handling translations, creating and resolving nontechnical SRs, and technical support for My Oracle Support and other customer tools.

Guided Resolution

A task-based adviser (available through the Knowledge tab) that guides users through a series of steps in a task and assists in troubleshooting common issues.

Information Center

Formerly referred to as dynamic advisors, knowledge documents in the My Oracle Support knowledge base that aggregate content into two types. There are two types of Information Centers: overview and task. An overview information center consolidates content for a product, feature, function, or process level. A task information center consolidates content for configuring, upgrading, certifying, optimizing performance, and reviewing security.

Knowledge document

An Oracle document stored in the Knowledge base that provides customers with information about My Oracle Support, solutions, and overall product usage.

See Also:

For more information, see "Knowledge".

Knowledge base

The Knowledge base is the repository of Oracle Knowledge documents. You can search the Knowledge base from most My Oracle Support pages.

Lifecycle Advisor

A knowledge document in the My Oracle Support Knowledge base that represents generally accepted and proven best practices on how to perform a task (in the form of step by step instructions). Lifecycle advisors involve significant participation by subject matter experts and rigorous testing of recommended practices.

message area

The area where system generated messages are displayed, located in the upper right portion of the screen. The message area can also be displayed as a pop-up window.

non-technical service request

See Contact Us service request.

Managed Cloud Services

My Oracle Support component that enables customers to interact with their Oracle managed systems and deploy their software based on specific needs. Hosted and managed applications and software-as-a-service (Says) deployment models are currently available.

See Also:

For more information, see "Managed Cloud Services".

one-off backport (OOB)

A request for a patchset exception or interim patch for a customer bug for any product areas using Defect Workbench processes.

PowerView

Enables you to filter information that is displayed in My Oracle Support by SI, product, product line, host name, or other filter. I

See Also:

For more information, see "PowerView".

Product Information Center

Consolidates product information in one Knowledge document.

See Also:

For more information, see "Information Center".

region

An area of a page that displays a particular type of information, for example SRs or systems.

secure file transport (SFT)

A tool customers use to securely transport of reactive and proactive data to Oracle. Commonly used with Explorer.

service request (SR)

A formal request for assistance from Oracle Support to resolve an issue related to an Oracle product or system.

See Also:

For more information, see "Service Requests".

service request profile

A group of pre-defined settings that can be used to pre-populate the 'Where is the problem' field when a new SR is created.

service request escalation

A request to move an SR to a higher priority level. Use the Oracle Global Customer Support escalation process to escalate an SR when a business critical issue requires a higher level of attention from Oracle Global Customer Support management.

See Also:

For more information, see Knowledge document 188389.1, "How To Escalate a Service Request (SR) with Oracle Support Services"

https://support.oracle.com/rs?type=doc&id=199389.1

service tools bundle (STB)

A bundle of support tools that customers can install to enable ASR or Oracle Software Security Assurance (OSSA).

single sign on

An Oracle service that enables you to sign in to more than one service with a single account and password, for example My Oracle Support, the Oracle Technology Network (OTN), and Oracle.com.

Site Alerts region

The region that displays important news items, such as maintenance, outages, or other potential changes related to the My Oracle Support web site.

Support Identifier (SI)

A number representing the "contract" between Oracle and the customer for support of a set of licensed products. A customer may have multiple SIs, depending on the Oracle products licensed. The CUA grants users privileges to an SI, such as the ability to update service requests and download software. SIs are sometimes referred to as customer service identifiers (CSIs).

Support Identifier Group (SI Group)

Enables CUAS to group hardware assets, software licenses, and users in a single SI, creating an SI based on the needs of the customer.

See Also:

For more information, see "Support Identifiers".

toolbar

See toolbar.

toolbar (region)

The top-most area of a region, containing the Action menu, controls for display attributes, filtering information, and other functions.