Re: Do you ask the question: How do I work with Oracle Support....?

Norman: No amount of skill on your part will stop an imbecile from
asking you to run the same script or upload the same RDA repeatedly.
:( I agree, some of the support staff leave a lot of be desired...

Cheers

Tim...

On Thu, Apr 7, 2011 at 1:11 PM, Dunbar, Norman (Capgemini)
<norman.dunbar.capgemini@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote:
> Hi Tim,
>
>>> The more information you give in an SR, the less likely you are going
>>> to spend 3 days uploading things "you've missed", before they can
>>> start looking at the issue. It's also worth listing all the Notes and
>>> Bugs you've already found on MOS that do not fix your issue.
> I rather suspect Niall and I both disagree here!
>
>>> sometimes get them pushed back at you, but for the most part you can
>>> reduce the amount of BS you get asked to do and it signals that you
>>> have some idea about what you are doing.
> Makes no difference. When I fully describe the symptoms, what I've done,
> uploaded the trace files and so on, everything goes in the SR
> description. I have almost always been asked to "run xxx and upload the
> trace files" - yes, I've already done that and explained it in the SR
> description and the files are attached to the original SR.
>
> And quite frequently, a week or so down the line, the same engineer asks
> me to run the same this again. Aaargh!
>
> However, I do have to admit to getting excellent support, on occasions.
> I tell them so as well.
>
>
> Cheers,
> Norm.
>
> Norman Dunbar
> Contract Senior Oracle DBA
> Capgemini Database Team (EA)
> Internal : 7 28 2051
> External : 0113 231 2051
>
>
> Information in this message may be confidential and may be legally 
> privileged. If you have received this message by mistake, please notify the 
> sender immediately, delete it and do not copy it to anyone else.
>
> We have checked this email and its attachments for viruses. But you should 
> still check any attachment before opening it.
> We may have to make this message and any reply to it public if asked to under 
> the Freedom of Information Act, Data Protection Act or for litigation.  Email 
> messages and attachments sent to or from any Environment Agency address may 
> also be accessed by someone other than the sender or recipient, for business 
> purposes.
>
> If we have sent you information and you wish to use it please read our terms 
> and conditions which you can get by calling us on 08708 506 506.  Find out 
> more about the Environment Agency at www.environment-agency.gov.uk
>
--
http://www.freelists.org/webpage/oracle-l

Other related posts: