Why no, of course not! You have to call someone to get them to unlock the button for you. Otherwise, people might click it by accident...
;-) Regards, John P. (Strange spelling? iPhone's fault. Strange content? Alas, that's all me) On Jun 4, 2010, at 2:58 PM, Kellyn Pedersen <kjped1313@xxxxxxxxx> wrote:
"Isn't there a new button in the flash interface allowing you to request an escalation? "OK, second question would be- If there is a buttom that allows you to escalate just by pushing it- DOES IT ACTUALLY WORK?? :)Signed, Frustrated with MOS DBA Kellyn Pedersen Sr. Database Administrator I-Behavior Inc. http://www.linkedin.com/in/kellynpedersen www.dbakevlar.blogspot.com"Go away before I replace you with a very small and efficient shell script..."From: Martin Bach <development@xxxxxxxxxxxxxxxxx> To: Niall Litchfield <niall.litchfield@xxxxxxxxx>; tim@xxxxxxxxx Cc: ozgur.ozdemircili@xxxxxxxxx; ORACLE-L <oracle-l@xxxxxxxxxxxxx> Sent: Fri, June 4, 2010 12:41:41 PM Subject: Re: Severity 01Isn't there a new button in the flash interface allowing you to request an escalation? I have never tried it and if memory serves me right then it had to do with a new priority handling they introduced. Haven't tried yet, I avoid support where possible to avoid frustration.Martin Bach Oracle Certified Master 10g http://martincarstenbach.wordpress.com http://www.linkedin.com/in/martincarstenbach ----- Reply message ----- From: "Niall Litchfield" <niall.litchfield@xxxxxxxxx> Date: Fri, Jun 4, 2010 18:16 Subject: Severity 01 To: <tim@xxxxxxxxx> Cc: <ozgur.ozdemircili@xxxxxxxxx>, "ORACLE-L" <oracle-l@xxxxxxxxxxxxx>In this situation in the past I've always found Oracle's criteria for sev1, that the customer tech *and a responsible manager* are contactable 24/7useful I'm crystallizing the actual severity of an incident. That saidescalation isn't a change in severity, but a recognition that the existing analysts aren't providing a satisfactory service. I'd be really interestedto see escalation rates over the last 5 years or so. Niall Litchfield On Jun 4, 2010 3:17 PM, "Tim Gorman" <tim@xxxxxxxxx> wrote: All,Something to consider about "sev1" SRs with Oracle Support, having to dowith simple human nature...Oracle Support has multiple support centers for each area of expertise, scattered all around the world, resulting in a "follow the sun" ability to work a problem continuously, as responsibility for the Sev1 SR moves from time-zone to time-zone. This continuous-processing capability is a goodthing overall.One possible problem with this "follow-the-sun" approach is that the SR isnot necessarily worked by the same analyst every time it re-enters atime-zone. Like any other workplace, Oracle Support is juggling employee schedules and issues. So, as a result, the SR spends 6-8 hours with each analyst, and depending on the analyst, they may spend most of those 6-8 hours coming up to speed on the issues, then one or two rounds of Q&A to try to make progress, then pass the SR onto the next time-zone. Thus, a sev1 SR can spend all of its time bouncing from one analyst to another, and as it ages, it becomes inevitable that new sev1 SRs enter the queue, distracting attention, and now the analyst has to juggle the older sev1 SRs long enough to pass onto the next time-zone. Not that "juggling" is the intention of any of the analysts, but it is pretty much a natural consequence given thecircumstances.So, although your management may insist on pushing the SR to "severity 1", for a complex involved issue you may get better results from leaving it at severity 2, then escalating to a duty manager to make sure the best person for the problem is assigned to the SR. It may seem counter- intuitive (ormaybe not?), but 8 hours/day of one good analyst can achieve fasterresolution than 24 hours/day of 3-4 different analysts every 6-8 hours. Everyone knows that it requires constant input from the customer side in return for constant processing from the Oracle Support side, but that also includes continuous guidance from the customer side to ensure that progressis being made and "juggling" is not occurring.Of course, you'd have to consider the nature of the problem carefully, butif it is a complex and involved situation, such as a recovery, this is something to consider... Hope this helps... Tim Gorman consultant -> Evergreen Database Technologies, Inc. postal => P.O. Box 630791, Highlands Ranch CO 80163-0791 website => http://www.EvDBT.com/ email => Tim@xxxxxxxxx mobile => +1-303-885-4526 fax => +1-303-484-3608 Lost Data? => http://www.ora600.be/ for info about DUDE...Ozgur Ozdemircili wrote: > > Hi all, > > At last we were able to recover thedatabase. Here are t... -- //www.freelists.org/webpage/oracle-l
