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

From: Jared Still <>
Date: Tue, 12 Apr 2011 09:00:05 -0700
Message-ID: <>

On Wed, Apr 6, 2011 at 7:45 PM, Robert Freeman <>wrote:

> So, I wonder if it's fair to judge Oracle support vs. some of the brighter
> minds here. Wolfgang, you and several others here on Oracle-L know Oracle to
> such a degree that your calls to Oracle support are probably more likely to
> be reporting bugs that you have already identified, or dealing with truly
> mystifying issues. Somehow I think that if you are opening an SR and sending
> a 10046 trace file to Oracle Wolfgang, I suspect the problem was anything
> other than simple.

It's been some time since I have opened an SR. I avoid it if at all possible.

While I have had some great experiences with Oracle support, the memory of them is often
so clouded by the bad experiences that I don't want to open an SR except as a last resort.

Great experiences: An Oracle support person (in Australia) helped me to open a database
which I had stupidly screwed up. He was most helpful and very knowledgeable.

Another: When setting up OID with MS AD, I had to open quite a few SR's.  One good
experience in particular occurred when one of the developers called me and told me
about a required setting that was not documented. That was awesome!

Poor experiences: Several of these: spend 1-2 hours carefully documenting a problem,
and then get a phone call asking to explain what was wrong. I can't tell you how many
times I have been asked a question that was clearly shown in the uploaded documentation.
(This is not just an Oracle problem, but an industry problem - seen it elsewhere as well)

Jared Still
Certifiable Oracle DBA and Part Time Perl Evangelist Oracle Blog: Home Page:

Received on Tue Apr 12 2011 - 11:00:05 CDT

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