RE: Do you ask the question: How do I work with Oracle Support....?

From: Dunbar, Norman (Capgemini) <"Dunbar,>
Date: Thu, 7 Apr 2011 13:11:27 +0100
Message-ID: <919FC80F27E0C6428106496EDF92A75211F4F492_at_EXCCLUS05.PRODDS.NTNL>



Hi Tim,

>> The more information you give in an SR, the less likely you are going
>> to spend 3 days uploading things "you've missed", before they can
>> start looking at the issue. It's also worth listing all the Notes and
>> Bugs you've already found on MOS that do not fix your issue.
I rather suspect Niall and I both disagree here!

>> sometimes get them pushed back at you, but for the most part you can
>> reduce the amount of BS you get asked to do and it signals that you
>> have some idea about what you are doing.
Makes no difference. When I fully describe the symptoms, what I've done, uploaded the trace files and so on, everything goes in the SR description. I have almost always been asked to "run xxx and upload the trace files" - yes, I've already done that and explained it in the SR description and the files are attached to the original SR.

And quite frequently, a week or so down the line, the same engineer asks me to run the same this again. Aaargh!

However, I do have to admit to getting excellent support, on occasions. I tell them so as well.

Cheers,
Norm.

Norman Dunbar
Contract Senior Oracle DBA
Capgemini Database Team (EA)
Internal : 7 28 2051
External : 0113 231 2051

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Received on Thu Apr 07 2011 - 07:11:27 CDT

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