Managing Issues

The upgrade team should:

Create an issues list, update it regularly, and assign owners to issues.
Identify specific applications, forms, and actions that could have issues.
Log issues early and include appropriate trace files, environment information, and business and technical milestone dates to help determine its priority in getting fixed. Contact Oracle Support if you believe you are experiencing application issues.

Oracle recommends reviewing escalation policies and assigning Severity 1 (Sev1) issues as appropriate. These issues are typically on the critical path for your go-live and resolving them early will help you stay on schedule. You should always log Sev1 cases via My Oracle Support to document the issue fully, but the best practice is to follow-up with a call to Support to ensure efficient follow-through.

Even when you encounter noncritical issues (non-Sev1s), Oracle recommends reporting issues on the My Oracle Support site. Issues logged on the site are resolved faster than calls to the Support Center.

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