When working with Oracle Support, customers often upload diagnostic files (such as logs, trace files, or exports) to assist in troubleshooting issues. However, these files may occasionally contain sensitive or confidential information.
Oracle provides clear guidance on how to review and sanitize such files before submission to ensure compliance and data privacy.
🔍 Key Recommendations
-
Review Before Uploading:
Oracle’s Global Customer Support (GCS) does not automatically collect Personally Identifiable Information (PII). Customers should review all diagnostic output before uploading it through My Oracle Support (MOS). -
Avoid Restricted File Types:
Files with extensions like.exe,.com,.bat, and.aspxare not accepted by Oracle’s upload systems. Such files should be removed or archived (e.g.,.zip,.tar, or.gzip) before resubmission. -
Editable File Types:
Files such as.trc,.log,.txt,.sql,.xml,.doc, and.xlscan be opened in standard text or office editors to manually remove sensitive portions. -
Non-Editable Formats:
Files generated by tools like Documaker, or compressed binary files (e.g.,.dpa,.pdf,.met,.pcl) may not be editable. Any personal data should be scrubbed before creating such files. -
Using ADR and RDA Data:
-
ADR packages: Remove specific files before packaging via Enterprise Manager → Support Workbench.
-
RDA files: Review
.rda,.htm, or.txtoutputs with a text editor to redact confidential sections.
-
🧩 Why This Matters
Protecting sensitive data during support interactions safeguards both organizational security and customer trust. Oracle’s documentation emphasizes that customers retain full control and responsibility for what data is shared with Support.
By following these simple steps, organizations can ensure that only the necessary, sanitized information is sent to Oracle — keeping diagnostic collaboration secure and compliant.
📘 Reference:
Oracle Support Document ID 1227943.1 – How to Edit Output from Oracle Tools and Utilities to Remove Sensitive Content
No comments:
Post a Comment