1. Configuring Siebel Business Applications
  2. Exception Process

Exception Process

There are two primary options available for exceptions to the above.

Proof of Concept (POC)

A "POC" is a "hotfix" for a given Siebel CRM Monthly Update. They provide one-off, binary-packaged solutions for issues where data needs to be cleaned up due to a product defect. For example, if an Upgrade causes an issue in a customer environment that is unique to that customer, Oracle may provide an executable that will adjust data in the customer's database or Repository to unblock the customer. This is usually customer-specific, but could be widely distributed.

Note: If a POC is provided, the customer must run the POC (not attempt to make manual, direct SQL statements) following the instructions provided with the POC release documentation.

A POC will only be built in response to a data corruption problem caused by a Siebel CRM product defect–a POC will not be provided to clean up data in the case where a customer caused the data corruption, such as the case where the customer used direct SQL to update data.

Non-Standard Change Request (NSCR)

The remaining option for an exception to the policies above is a "Non-Standard Change Request" or "NSCR". To get an NSCR approved, the customer must conduct a paid engagement with the Oracle CSS Team (formally known as "Advance Customer Support" and "Expert Services"). A qualified specialist from that team will review the request and determine if the only option would require deviating from the rules above.

At that point, the specialist will submit the request to Oracle's Siebel CRM Data Modelling Group for analysis and approval. The decision to approve (or not) will be based on several criteria:

  • Is there a normally supported path to do this (e.g., through Tools/Web Tools)?

  • Any obvious issues, such as possible data corruption/integrity, failure to comply with unique indexes/user keys, and so on.

  • Possible performance impacts–may not be a blocker, but may require performance testing results.

  • Ability to Upgrade/Update–for example, changing an Index that we could anticipate changing on the Oracle side or an attempt to change a Column Type or Length that could cause issues later.

  • Logic (is this the right way to do this?)

For information on engaging a specialist for a NSCR, please contact your Oracle account team.