Re: Metalink Bug Status Codes

I agree 100%. I have spoken with Harmohan Suri (Executive Director of
Support) a few times and repeatedly stated that there needs to be more lucid
communication between the back-end Developers and the customer. Often times,
at least in my experience, the Support Analyst you are dealing with is
simply a middle-man who has been taught to keep tight lips in the interests
of Oracle security and/or Intellectual Property rights. I have argued that
it would be in Oracle's best interest to be more forthcoming with technical
information because the folks who use Metalinks 1) have already paid a
support fee for the "service", and 2) are generally smart people. It boggles
my mind that Oracle does not pander at least a little to the above-average
intelligences as demonstrated on this email list alone. I have also wondered
what it would take to put more pressure on Oracle Support to supply more
information.

On 12/6/06, Niall Litchfield <niall.litchfield@xxxxxxxxx> wrote:


I don't have any problem with not knowing a timescale -  but knowing what
is going on is helpful. I don't want to be the equivalent of the manager who
stands over you saying "how long until this is fixed?" whilst the
DBA/Developer is thinking "WTF it shouldn't be doing that, what on earth is
going on and won't the manager go away so i can google it without looking
stupid". I *do* want to be kept informed about actions and plans. It's the
way I manage my staff and it's the way I manage my support relationships.
Bugs happen, in Oracle's code, in our code and for that matter in real life,
it's how they get reported on and ultimately fixed that matters to me.

On 12/6/06, ryan_gaffuri@xxxxxxxxxxx <ryan_gaffuri@xxxxxxxxxxx > wrote:
>
> I had to get a patch written about 2.5 years ago. Oracle support told me
> that the numbers have nothing to do with how close they are to finishing the
> work and refused to give me any status whatsoever until it was done. It took
> a month. This was for a semi-production system. Part of our system did not
> work for a month due to an oracle bug.
>
>
> -------------- Original message --------------
> From: "Radoulov, Dimitre" < cichomitiko@xxxxxxxxx>
>
> > > does anyone know of a guide to Oracle's bug status codes?
> > >
> > > we have an open bug which has changed status a number of times -
> that is
> > > all
> > > we get to see. It would be *nice* to understand what stat 11 (or 30
> or 1
> > > or
> > > whatever) actually means.
> >
> > SR Bug Codes:
> >
> > Searching the Bug Database
> > http://tinyurl.com/vxdqz
> >
> >
> > SR Status Codes:
> >
> > Note:166650.1
> > Working Effectively With Global Customer Support
> > http://tinyurl.com/y46lvp
> >
> >
> > Regards
> > Dimitre
> >
> > --
> > http://www.freelists.org/webpage/oracle-l
> >
> >
>
>


--
Niall Litchfield
Oracle DBA
http://www.orawin.info





--
Charles Schultz

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