I think they ask for all these traces to force you to take more time so they don't have to respond as fast. I think its a generic response. I have updated tickets and called in when they insist on more of this stuff than is necessary. there are 2 things that have happened repeatedly over the years that annoy me. 1. they dont send an email when they update a ticket. They say it 'slipped'. This has to be intentional. It happens to often. I would think sending an email on a ticket update should be the norm. 2. I have a tier 1 production out of service ticket and it rolls to a guy who is 1 hour from being off shift. He doesn't tell me that. just says he is reviewing, then I get an update saying 'passing to next guy'. Have had to call in many times on this. as far as severity. Never ask for lower than 3 if you want a response(I try to get it to atleast a 2). I often do US Government contracting. I see doing this as getting better value for the tax payer. It is my constitutional duty. On Tue, Nov 26, 2013 at 3:01 PM, Mark W. Farnham <mwf@xxxxxxxx> wrote: > 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 > > > -- > //www.freelists.org/webpage/oracle-l > > > -- > //www.freelists.org/webpage/oracle-l > > >