Re: Do you ask the question: How do I work with Oracle Support....?
- From: troach@xxxxxxxxx
- To: tim@xxxxxxxxxxxxxxx,"Dunbar, Norman (Capgemini)" <norman.dunbar.capgemini@xxxxxxxxxxxxxxxxxxxxxxxxx>
- Date: Thu, 7 Apr 2011 12:37:26 +0000
There are good DBAs and not so good DBAs. Same with developers as well as
support staff.
Does any fill out the surveys Oracle emails out a few days after the support
case is closed? Just curious.
Tom
Sent from my Verizon Wireless BlackBerry
-----Original Message-----
From: Tim Hall <tim@xxxxxxxxxxxxxxx>
Sender: oracle-l-bounce@xxxxxxxxxxxxx
Date: Thu, 7 Apr 2011 13:22:37
To: Dunbar, Norman
(Capgemini)<norman.dunbar.capgemini@xxxxxxxxxxxxxxxxxxxxxxxxx>
Reply-To: tim@xxxxxxxxxxxxxxx
Cc: <scoles@xxxxxxxxxxx>; <oracle-l@xxxxxxxxxxxxx>
Subject: 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
>
>
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