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From: DA Morgan <>
Date: Sun, 16 Sep 2007 18:55:55 -0700
Message-ID: <>

Noons wrote:
> On Sep 17, 4:05 am, Niall Litchfield <>
> wrote:

>>> When I tried to raise the priority, it turns out
>>> that can't be done anymore.  So I was advised
>>> to just write "it's costing us money" and
>>> it will be raised.  Since it is a payroll system,
>>> it is not really costing us money.  Apparently,
>>> that means I can't raise the priority.
>>> How about that for useless service?
>> That's not true,

> Actually, it is true. What might not be true
> is the contention that we have to demonstrate
> costing money. But the situation I described
> is true and I can post the emails on it if needed.
>> and well worth haranguing your account manager about.

> Believe me, it is being harangued! And the higher
> brass here is not very happy about all this either:
> given that we just paid for the yearly support - and it was a
> very reasonable amount...
>> You would have to make a business case (and that annoys me a bit) but
>> you can both escalate if the priority is correct and the support rep is
>> a muppet ^H^H^H^H skilled in areas not directly relevant to your
>> problem, and also raise the priority. We've done both.

> Too many ifs, I'm afraid. Look at the SR entry screens.
> Where we have to specify the criticality of the call,
> there are two questions and a drop box for the answer.
> How are we supposed to reply to both in one go?
> Setting or raising the priority of a SR should be a simple,
> straight forward affair. It isn't. And that is not satisfactory.

I've had no problem escalating SRs so what may be specific for you is not correct in general. The question you might wish to ask yourself is why. I can come up with a number of possibilities some of which might not be particularly flattering, given the strong negative opinions you see to express, so you might wish to consider whether you may be your own worst enemy here.

Daniel A. Morgan
University of Washington (replace x with u to respond)
Puget Sound Oracle Users Group
Received on Sun Sep 16 2007 - 20:55:55 CDT

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