If you have ever reached out to the support team with a problem that you are seeing in a customized object, then you know that we will ask if this has been tested using Out Of The Box (OOTB) objects. If you have ever wondered why we ask that or are frustrated when you read that response for one of your issues, I hope to explain why it is so important to know that from a support perspective.
First, there are degrees of customization that need to be clarified. There are simple customizations, such as adding adding a field that is in the OOTB Business Object (BO) to a form. This is a scenario we can easily replicate in the support lab environments without a great deal of trouble. Now suppose you add a new field to the OOTB BO. This is a slightly more complicated scenario, but still easily replicated in a support lab environment. It is when you start adding business logic behind the form, its tabs, and the fields that make replicating the issue more difficult for the support team. If you are able to replicate the problem in an area of the application on which minimal or no customizations have been made, you will find this speeds up the process to getting a resolution or workaround in place.Put simply, the less customized the environment, the faster we can determine a workaround or provide a resolution.
Second, you will become more familiar with how the TRIRIGA product operates without your customizations in place. This could prove useful if, in the future, your company wants to change the way they do a part of the TRIRIGA business process such that an OOTB method is more appropriate than your existing customizations. By attempting to replicate a problem using OOTB functionality, you will notice that doing so does not strictly adhere to your business processes. In some cases, you may determine that the problem is with something in the customized object and further narrow down the problem to a single customized component. Support can provide guidance on what you might do you fix the issue in the customized object. Please note, however, that we are generally cannot provide an updated customized object that fixes the problem because it implies a warranty that puts the support team and the company to a risk we would rather not take as a company. From the support perspective, it lets us know that you know how the product was originally designed to work and why you feel that the customization is not the issue. Ultimately, this will make it easier for the support team to provide either a workaround or engage our L3 engineers to develop a resolution.
Third, If you have a support agreement with a partner or GBS and you can definitively say that the issue is a customized object, you can invoke that support agreement and get the partner or GBS on board in getting involved in working on a resolution. There are times when this will lead to either the partner or GBS to open the ticket on your behalf. In cases such as that, the onus is on the partner or GBS to indicate why they believe the issue is a problem with the base product. Hopefully, they can also provide a workaround while the problem is replicated in our support lab and assigned to our L3 engineers for review and remediation, if determined to be a defect. In this case, you will be using your available resources to their optimal end.