RE: Do you ask the question: How do I work with Oracle Support....?
- From: Michael Dinh <mdinh@xxxxxxxxx>
- To: "'troach@xxxxxxxxx'" <troach@xxxxxxxxx>, "tim@xxxxxxxxxxxxxxx" <tim@xxxxxxxxxxxxxxx>, "Dunbar, Norman (Capgemini)" <norman.dunbar.capgemini@xxxxxxxxxxxxxxxxxxxxxxxxx>
- Date: Thu, 7 Apr 2011 08:21:42 -0700
I fill them out when I get someone who does a great job.
May be I should be doing the reverse.
Moma said, "If you don't have something nice to say, don't say it at all."
Michael Dinh
NOTICE OF CONFIDENTIALITY - This material is intended for the use of the
individual or entity to which it is addressed, and may contain information that
is privileged, confidential and exempt from disclosure under applicable laws.
BE FURTHER ADVISED THAT THIS EMAIL MAY CONTAIN PROTECTED HEALTH INFORMATION
(PHI). BY ACCEPTING THIS MESSAGE, YOU ACKNOWLEDGE THE FOREGOING, AND AGREE AS
FOLLOWS: YOU AGREE TO NOT DISCLOSE TO ANY THIRD PARTY ANY PHI CONTAINED HEREIN,
EXCEPT AS EXPRESSLY PERMITTED AND ONLY TO THE EXTENT NECESSARY TO PERFORM YOUR
OBLIGATIONS RELATING TO THE RECEIPT OF THIS MESSAGE. If the reader of this
email (and attachments) is not the intended recipient, you are hereby notified
that any dissemination, distribution or copying of this communication is
strictly prohibited. Please notify the sender of the error and delete the
e-mail you received. Thank you.
-----Original Message-----
From: oracle-l-bounce@xxxxxxxxxxxxx [mailto:oracle-l-bounce@xxxxxxxxxxxxx] On
Behalf Of troach@xxxxxxxxx
Sent: Thursday, April 07, 2011 5:37 AM
To: tim@xxxxxxxxxxxxxxx; Dunbar, Norman (Capgemini)
Cc: scoles@xxxxxxxxxxx; oracle-l@xxxxxxxxxxxxx
Subject: Re: Do you ask the question: How do I work with Oracle Support....?
There are good DBAs and not so good DBAs. Same with developers as well as
support staff.
Does any fill out the surveys Oracle emails out a few days after the support
case is closed? Just curious.
Tom
Sent from my Verizon Wireless BlackBerry
-----Original Message-----
From: Tim Hall <tim@xxxxxxxxxxxxxxx>
Sender: oracle-l-bounce@xxxxxxxxxxxxx
Date: Thu, 7 Apr 2011 13:22:37
To: Dunbar, Norman
(Capgemini)<norman.dunbar.capgemini@xxxxxxxxxxxxxxxxxxxxxxxxx>
Reply-To: tim@xxxxxxxxxxxxxxx
Cc: <scoles@xxxxxxxxxxx>; <oracle-l@xxxxxxxxxxxxx>
Subject: Re: Do you ask the question: How do I work with Oracle Support....?
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
!¶Úÿ
0~·ž–+-²Šàÿ
›¥¨ þŠÚrW¥
Other related posts:
