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@xxxxxxxxxxxxxxxxxxxxxxxxx> 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 > > > Information in this message may be confidential and may be legally > privileged. If you have received this message by mistake, please notify the > sender immediately, delete it and do not copy it to anyone else. > > We have checked this email and its attachments for viruses. But you should > still check any attachment before opening it. > We may have to make this message and any reply to it public if asked to under > the Freedom of Information Act, Data Protection Act or for litigation. Email > messages and attachments sent to or from any Environment Agency address may > also be accessed by someone other than the sender or recipient, for business > purposes. > > If we have sent you information and you wish to use it please read our terms > and conditions which you can get by calling us on 08708 506 506. Find out > more about the Environment Agency at www.environment-agency.gov.uk > -- //www.freelists.org/webpage/oracle-l