That click box would probably be abused most of the time... I would rather limit it in a way that an analyst has to "rate" a user as knowledgeable first, and then make an option available to that user, in future SRs, to route it to an advanced resolution engineer. On 07.04.2011, at 04:45, Robert Freeman <robertgfreeman@xxxxxxxxx> 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. > > We all know that remote support can be a difficult proposition. I would > propose that the complexity of remote support increases in a non-linear > fashion based on the complexity of the problem. I've also found that you can > have two very smart people, work the same problem, with two totally different > answers. > > So, I can understand that there might be a curve of support with respect to > satisfaction with support based on the experience level of the person using > support. > > Not to say that Wolfgang should not have gotten sterling support... but I'm > just sayin'..... :) > > I've always thought that Metalink SR's should include a click box that > indicates the expertise of the person opening the SR and a resulting decision > tree comes into play with respect to how the SR is routed. That way when > Wolfgang files and SR, he can click the super expert box and be routed to a > super expert right off the bat.... > > Just my thinking. > > > Robert G. Freeman > Master Principal Consultant, Oracle Corporation, Oracle ACE > Author of various books on RMAN, New Features and this shorter signature line. > Blog: http://robertgfreeman.blogspot.com > > Note: THIS EMAIL IS NOT AN OFFICIAL ORACLE SUPPORT COMMUNICATION. It is just > the opinion of one Oracle employee. I can be wrong, have been wrong in the > past and will be wrong in the future. If your problem is a critical > production problem, you should always contact Oracle support for assistance. > Statements in this email in no way represent Oracle Corporation or any > subsidiaries and reflect only the opinion of the author of this email. > > > From: Wolfgang Breitling <breitliw@xxxxxxxxxxxxx> > To: "robertgfreeman@xxxxxxxxx" <robertgfreeman@xxxxxxxxx> > Cc: mdinh@xxxxxxxxx; "Oracle-L@xxxxxxxxxxxxx" <Oracle-L@xxxxxxxxxxxxx> > Sent: Wed, April 6, 2011 7:56:29 PM > Subject: RE: Do you ask the question: How do I work with Oracle Support....? > > I would second that opinion - although my recent Support experiences don't > seem to have reached 10 so I am still waiting for the 1. > I've largely given up on Oracle support, especially after a support analyst ( > supposedly one of their "top guns" ) wrote this in an SR after reviewing a > 10046 trace I sent ( emphasis mine ): > > <quote> > In the TKPROF output which looks at Query Parse, Fetch, and Execute times: > CPU is the "Expected Oracle clocked time to perform this step of the query" > Elapsed on the other hand is the "actual time it took to perform the > Execution" of the query > Under most circumstances we would expect the CPU and Elapsed time to maintain > close to a 1:1 ratio > This means Oracle expects the Clock time to be XXX seconds and the Elapsed > time ends up being ~ XXX seconds > </quote> > > At least after challenged on this statement about cpu time in the 10046 trace > he corrected his stand. > > I tend to let others deal with Oracle support. Life is too short for that > kind of aggravation. > > At 15:59 4/6/2011, Michael Dinh wrote: >> I get a great experience less than 10% of the time. >> >> I have SR opened from 3+ months ago where analyst is clueless. >> >> Provided test case and example as well. >> >> Attempted to escalate and still have gone nowhere. >> > Regards > > Wolfgang Breitling > Centrex Consulting Corporation > http://www.centrexcc.com