When to use patch and upgrade changes vs. cases for supportSummaryThis article provides an explanation of the distinction between when to use 'Changes' and when to use 'Cases'. It explains that customers can request support by commenting directly on patch and End Of Life (EOL) upgrade changes. It also details the types of requests that can be made in relation to these changes. Note: This guidance does not apply to manually created self-scheduled changes. Customers can reschedule or cancel these types of changes directly without needing support intervention.ReleaseAllInstructionsCustomer requests are managed through changes by the CSCR team Our support teams operate globally. When you comment on a patch or End Of Life (EOL) upgrade change created from our patch and upgrade program, it automatically flags the request as "Action Needed". The change will then move to our team’s work queue, and it will be assigned to our patch and upgrade specialist to handle your request. What can be requested through patch and upgrade changes? Please use the changes and comment to make requests or inquiries about the following: Rescheduling the Change If you need to move the date/time of a patch or upgradeIf you're encountering issues rescheduling to a significantly later dateYou receive an error while attempting to reschedule Target Version Modifications If the version you require isn't listedIf you require assistance to modify the target version Cancellation or postpone RequestsPlan to upgrade instead of applying the patch. Inquire why the changes were created What can be requested through a case? Cases are typically used for break-fix issues. Example include: An error occurs during patching or upgrading the instanceThe instance experiences issues after an upgradeThe patch or upgrade installation fails For any urgent issues that require immediate attention, we recommend calling support directly.Related LinksHow to Post Comments on Patching and EOL Changes (CHG) to Request Support KB1644913