RE: More Support woes!
- From: "Mark W. Farnham" <mwf@xxxxxxxx>
- To: <rjoralist3@xxxxxxxxxxxxxxxxxxxxx>, <oracle-l@xxxxxxxxxxxxx>
- Date: Tue, 26 Nov 2013 15:01:51 -0500
Hmm?
I don't quite get the problem with abuse.
You declare a problem a month ago. You set the severity. Last month it was
not a big deal, but you wanted it fixed because you needed it to work for a
deliverable due in two weeks - from a month ago.
Worse, of course, if someone released some code you checked back into
somewhere where the code works but triggers an Oracle misbehavior.
Now it is a big deal, and spending any time at all above the bear minimum to
bump up the severity should not be tolerated.
The control on severity increase is the corresponding effort the filer of
the SR signs up for. The control on escalation is getting the company's file
at Oracle pock marked with inappropriate escalations. People who want to be
taken seriously about urgency are circumspect about what they escalate.
-----Original Message-----
From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx]
On Behalf Of Rich Jesse
Sent: Tuesday, November 26, 2013 12:26 PM
To: oracle-l@xxxxxxxxxxxxx
Subject: Re: More Support woes!
Tim writes:
> But since it has been mentioned, there is a button on the SR screen
> for "Lower severity", which presumably changes a column value
> somewhere in the data model which flags a batch program or something.
> Why can't there be a button for "Increase severity" or "Change
> severity", which would presumably do the same thing. Why is it
> recommended to waste time on the phone and use an unaccountable manual
process?
Because too many people would abuse it. Being on an on-call rotation where
non-tech people call in at all hours, some folks think that their mouse not
working at 3:00AM is priority-1, even though the same generic PC next to
that works just fine.
That's not to say that there aren't better options, however...
Rich
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