I agree 100%. I have spoken with Harmohan Suri (Executive Director of
Support) a few times and repeatedly stated that there needs to be more lucid
communication between the back-end Developers and the customer. Often times,
at least in my experience, the Support Analyst you are dealing with is
simply a middle-man who has been taught to keep tight lips in the interests
of Oracle security and/or Intellectual Property rights. I have argued that
it would be in Oracle's best interest to be more forthcoming with technical
information because the folks who use Metalinks 1) have already paid a
support fee for the "service", and 2) are generally smart people. It boggles
my mind that Oracle does not pander at least a little to the above-average
intelligences as demonstrated on this email list alone. I have also wondered
what it would take to put more pressure on Oracle Support to supply more
information.
On 12/6/06, Niall Litchfield <niall.litchfield_at_gmail.com> wrote:
>
> I don't have any problem with not knowing a timescale - but knowing what
> is going on is helpful. I don't want to be the equivalent of the manager who
> stands over you saying "how long until this is fixed?" whilst the
> DBA/Developer is thinking "WTF it shouldn't be doing that, what on earth is
> going on and won't the manager go away so i can google it without looking
> stupid". I *do* want to be kept informed about actions and plans. It's the
> way I manage my staff and it's the way I manage my support relationships.
> Bugs happen, in Oracle's code, in our code and for that matter in real life,
> it's how they get reported on and ultimately fixed that matters to me.
>
> On 12/6/06, ryan_gaffuri_at_comcast.net <ryan_gaffuri_at_comcast.net > wrote:
> >
> > I had to get a patch written about 2.5 years ago. Oracle support told me
> > that the numbers have nothing to do with how close they are to finishing the
> > work and refused to give me any status whatsoever until it was done. It took
> > a month. This was for a semi-production system. Part of our system did not
> > work for a month due to an oracle bug.
> >
> >
> > -------------- Original message --------------
> > From: "Radoulov, Dimitre" < cichomitiko_at_gmail.com>
> >
> > > > does anyone know of a guide to Oracle's bug status codes?
> > > >
> > > > we have an open bug which has changed status a number of times -
> > that is
> > > > all
> > > > we get to see. It would be *nice* to understand what stat 11 (or 30
> > or 1
> > > > or
> > > > whatever) actually means.
> > >
> > > SR Bug Codes:
> > >
> > > Searching the Bug Database
> > > http://tinyurl.com/vxdqz
> > >
> > >
> > > SR Status Codes:
> > >
> > > Note:166650.1
> > > Working Effectively With Global Customer Support
> > > http://tinyurl.com/y46lvp
> > >
> > >
> > > Regards
> > > Dimitre
> > >
> > > --
> > > http://www.freelists.org/webpage/oracle-l
> > >
> > >
> >
> >
>
>
> --
> Niall Litchfield
> Oracle DBA
> http://www.orawin.info
>
--
Charles Schultz
--
http://www.freelists.org/webpage/oracle-l
Received on Wed Dec 06 2006 - 07:54:38 CST
