в каждом сп есть дока Readme, в ней есть пункт по Ораклу, и если это твоя версия то надо прочитать там что делать:
ITSM009826
Oracle 11G (11.1) is officially supported as underlying database since Service Desk 4.5 service pack 34.
Important: For support Oracle 11G (11.1), JDBC Driver should be upgraded manually:
1.Remove \lib\classes12.zip or \lib\ojdbc14.jar
2.Copy \doc\itsm009826\ojdbc6.jar to \lib directory.
Make sure JRE/JDK has been upgraded to JRE/JDK 6.0.
ITSM009826
Oracle 11G (11.1) is officially supported as underlying database since Service Desk 4.5 service pack 34.
Important: For support Oracle 11G (11.1), JDBC Driver should be upgraded manually:
1.Remove \lib\classes12.zip or \lib\ojdbc14.jar
2.Copy \doc\itsm009826\ojdbc6.jar to \lib directory.
Make sure JRE/JDK has been upgraded to JRE/JDK 6.0.