Certain Oracle Engineers unable to SR Details due to unknown security cage
We've been experiencing a problem where certain Oracle support engineers are unable to see details of the SRs. We've gone so far to establish that our environment has some sort of security on it and only Oracle Engineers with proper security checks can view it.
We want to remove this security so any Oracle Engineer can see the SR, but thus far Oracle hasn't been able to identify what security this is or how to remove.
My team thinks maybe it's Break Glass Security. Anyone experienced this?
Appreciate any feedback.