Considerations for Restricted Realms

Handling a service request for issues related to an environment in a restricted realm (such as OC2, OC3, OC4, or OC19) presents unique challenges for Oracle employees without the necessary access. In these cases, artifact names (for example, dimension names, member names, report names) and user-identifying information (such as emails, IP addresses) are masked, making it impossible for Oracle employees to reference the information to which they do not have access. This may make the conversation awkward.

In such cases, an Oracle intermediary, who has the required access to masked data, may be present to facilitate the conversation by mapping the artifacts as you see them in the environment to the masked artifacts that the Oracle employee sees.