Re: More Support woes!
From: Rich Jesse <rjoralist3_at_society.servebeer.com>
Date: Tue, 26 Nov 2013 11:26:11 -0600 (CST)
Message-ID: <b23fd49c08313cfae01647f974c553d8.squirrel_at_society.servebeer.com>
Tim writes:
Date: Tue, 26 Nov 2013 11:26:11 -0600 (CST)
Message-ID: <b23fd49c08313cfae01647f974c553d8.squirrel_at_society.servebeer.com>
Tim writes:
> But since it has been mentioned, there is a button on the SR screen for
> "Lower severity", which presumably changes a column value somewhere in
> the data model which flags a batch program or something. Why can't
> there be a button for "Increase severity" or "Change severity", which
> would presumably do the same thing. Why is it recommended to waste time
> on the phone and use an unaccountable manual process?
Because too many people would abuse it. Being on an on-call rotation where non-tech people call in at all hours, some folks think that their mouse not working at 3:00AM is priority-1, even though the same generic PC next to that works just fine.
That's not to say that there aren't better options, however...
Rich
-- http://www.freelists.org/webpage/oracle-lReceived on Tue Nov 26 2013 - 18:26:11 CET