Oracle – Fortify Case Handling Instructions

As you know Oracle is a huge multinational technology corporation and one of our premium accounts
for Fortify Static and Dynamic, they as a big company has their own processes and workflows in order to
make their company succeed, and for us to help them grow and utilize our support in the best way,
please follow this document to help you to understand the steps we need to follow to have a nice work-
relationship with them.

When Oracle submits a new case, in the case details we can look some notes, as a template, then the
case details, describing the issue. Like the below example:

** Notes to Micro Focus Support: *****

Case Title: ORACLE CASE B27869897 - <bug subject line>
** Notes to Micro Focus Support: *****

1) This case is P2 for Oracle.

2) Update case and set Priority accordingly.

3) All communication on this case should be through email to the "Oracle Contact Person" listed i
n section below

4) Use following Subject Line for all email communication on this case: Fortify Case SD <enter ass
igned case ID> - ORACLE CASE <leave here Oracle provided ID if any> - <enter subject line>

5) When initially replying/communicating through email with Oracle on this case, add the content
submitted by Oracle when case was filed. Ensure the initial case details remain in all later commu
nication.
6) Ensure all files and attachments received from Oracle are included in the case

7) When case is resolved verify that all questions from Oracle have been answered and summariz
e in email how case was addressed.

8) CC Oracle Admins: mihaela.mattes@oracle.com, maneesh.jain@oracle.com and rui.zhong@or

acle.com on all communication

9) CC Oracle TAM steven.ramirez.rodriguez@microfocus.com on all communication

Bug: 27869897
Version: 17.10

Component: Fortify SSC

Severity: 3

Oracle Contact Person: jane.doe@oracle.com

Case Details:
==========
<enter full case info >

As a summary, you need to create an email following 4 simple steps:

1. Create the email and contact the Oracle contact person as shown below
2. Use the proper subject line in the format required. If the subject is wrong, Oracle won’t reply.
3. Ensure you copy as cc the Oracle admins, Mihaela, Maneesh, Rick and the TAM.
4. Copy all the case details submitted by Oracle at the end of the email thread.

Notes:

1. Oracle doesn’t provide FPRs due to confidentiality since they include source code. If you really
need a FPR you can ask them for one file without the source code or request them to create a
sample code for testing purposes only and provide the file.
2. Every follow up should be sent via email, not SalesForce. Only the admins have access to
SalesForce, the Oracle contact person won’t be able to update thru the portal.
3. DO NOT close cases without permission from Oracle or their TAM.
4. Don’t set automatic follow ups.
5. When closing the case please don’t send the final email with a little summary of how the
problem was solved.