Re: Oracle Support arghhh

Ensure ticket doesn’t change hands . Keep it in time zone you prefer . Make it Sev 1 max .
Get a reproductive test case if possible .

Escalate early if Business impact is thee

On Wed, Nov 9, 2022 at 2:25 PM DOUG KUSHNER <dougk5_at_cox.net> wrote:

> Of late many of my SRs have either been tactfully dodged, or go into the
> abyss (Development), never to see the light of day. Can anyone share the
> techniques that you use to keep your sanity, suppress the anger and
> actually make progress with these folks?
>
> Behaviors that I have noticed is that they avoid answering direct
> questions, and when the ticket changes hands, the new support engineer
> rarely takes the time to read the history, instead asking for the problem
> to be redefined. This seems to be their tactic, whether the SR has been
> open for a couple of days or weeks.
>
> Regards,
>
> Doug
>

-- 
Cheers,
Kunwar

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