RE: Oracle Support arghhh

Call in go instead of selecting 1 for your analyst select 2 for a manager in order to requesting an escalation manager.

Anytime my tickets go sideways (get an inexperienced analyst or they just put in the recyclebin) escalation manager has normally shaken the tree to get you to a more appropriate response.  

The abyss of development is a different issue. You can use the escalation manager to help press there too, but you need to ask yourself about what are you asking development to do.

What I mean by that is you are within a month of end of Support or beyond Support of a product, so help is not really expected.  

There is also helping to provide Oracle what is helpful, versus you can live with the work around.  

Example in 19c we have hit a problem on Exadatas only at this point (but I don’t think it is really limited to that) that right after the grid patch is applied and grid is coming back up with opatchauto the patch fails. The way out of the problem is to bounce the server then run opatchauto resume. (Without the bounce you never get out of the hole).

The bug/patch is in 21c, but they haven’t decided to back port. The first option was they were going to create a merge patch (1 wk), but of course the problem hits right after opatchauto completes the patch but trying to start up crs, so any merge patch that was previously installed was basically just wiped out by the patch you are applying so it won’t help you.

The work around of bouncing each node you patch and running opatchauto resume adds about 2 hrs to the patch process per cluster, while development continues to work the how is it going to backported properly.  

You need to help provide options to Oracle Support as to some acceptable pathways to get your system working.      

From: oracle-l-bounce_at_freelists.org <oracle-l-bounce_at_freelists.org> On Behalf Of kunwar singh Sent: Wednesday, November 9, 2022 12:11 PM To: dougk5_at_cox.net
Cc: oracle-l_at_freelists.org
Subject: 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 <mailto: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

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Cheers,
Kunwar

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http://www.freelists.org/webpage/oracle-l Received on Wed Nov 09 2022 - 22:22:18 CET