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

From: <troach_at_gmail.com>
Date: Thu, 7 Apr 2011 12:37:26 +0000
Message-ID: 1786052312-1302179816-cardhu_decombobulator_blackberry.rim.net-910636512-_at_bda498.bisx.prod.on.blackberry>



There are good DBAs and not so good DBAs. Same with developers as well as support staff.

Does any fill out the surveys Oracle emails out a few days after the support case is closed? Just curious.

Tom
Sent from my Verizon Wireless BlackBerry

-----Original Message-----
From: Tim Hall <tim_at_oracle-base.com>
Sender: oracle-l-bounce_at_freelists.org Date: Thu, 7 Apr 2011 13:22:37
To: Dunbar, Norman (Capgemini)<norman.dunbar.capgemini_at_environment-agency.gov.uk> Reply-To: tim_at_oracle-base.com
Cc: <scoles_at_pythian.com>; <oracle-l_at_freelists.org> Subject: Re: Do you ask the question: How do I work with Oracle Support....?

Norman: No amount of skill on your part will stop an imbecile from asking you to run the same script or upload the same RDA repeatedly. :( I agree, some of the support staff leave a lot of be desired...

Cheers

Tim...

On Thu, Apr 7, 2011 at 1:11 PM, Dunbar, Norman (Capgemini) <norman.dunbar.capgemini_at_environment-agency.gov.uk> wrote:
> 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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i0zX+n{+i^ Received on Thu Apr 07 2011 - 07:37:26 CDT

Original text of this message