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

Ditto.

I have the distinct impression that the receiving support analyst does not read 
the opening problem description beyond the SR title. You may just as well 
recite the constitution. Beyond that many of the requests coming back strike me 
as a way to get the SR back into the "waiting on client" queue.

On 2011-04-07, at 6:11 AM, Dunbar, Norman (Capgemini) wrote:

>>> 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!
> 

--
http://www.freelists.org/webpage/oracle-l

Other related posts: