Brandon,
We had the similar kind of experience and the worst part is that whenever
the request handler Engr. changes, he request for whole information instead
of reading the thread from the beginning.
We are also planning to have a test on the dev. servers.
On 2/19/07, Allen, Brandon <Brandon.Allen@xxxxxxxxxxx> wrote:
>
> Unfortunately, an experience I've had more than once is that even if
> you provide RDA output, they still ask you for information that they already
> have in the RDA because they don't take the time to look it up in the RDA,
> so it doesn't seem to eliminate that back and forth period for me. Even
> worse, they often ask me for information that I already provided in the SR
> itself, so sometimes it seems that they only read the subject of an SR
> before quickly responding - probably in order to meet some type of internal
> response time metric. Based on those experiences, I'm skeptical about
> this OCM utility, but maybe they are better about actually using the
> information it provides? I'm curious to hear other's experiences with it.
>
> To be fair, I have had many good Oracle support experiences too - and I
> always try to submit the feedback surveys accordingly - but it is really
> hit or miss.
>
> ------------------------------
> *From:* oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx]
> *On Behalf Of *Best, David
>
> We've set it up on a couple of environments to test it out and it seems
> to speed up the process. I've always found that the first time you open a
> tar there is a period of back and forth with Oracle requesting
> information.
>
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--
Best Regards,
Syed Jaffar Hussain
Oracle ACE
8i,9i & 10g OCP DBA
http://jaffardba.blogspot.com/
http://www.oracle.com/technology/community/oracle_ace/ace1.html#hussain
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"Winners don't do different things. They do things differently."
