Re: More Support woes!
Date: Wed, 27 Nov 2013 00:12:55 -0500
Message-ID: <CAE-dsOK5Y=8BQWKi0eyG=YFW1idGLNXAcKo+pQ-NtMyHN+ShMQ_at_mail.gmail.com>
I think they ask for all these traces to force you to take more time so they don't have to respond as fast. I think its a generic response. I have updated tickets and called in when they insist on more of this stuff than is necessary. there are 2 things that have happened repeatedly over the years that annoy me.
- they dont send an email when they update a ticket. They say it 'slipped'. This has to be intentional. It happens to often. I would think sending an email on a ticket update should be the norm.
- I have a tier 1 production out of service ticket and it rolls to a guy who is 1 hour from being off shift. He doesn't tell me that. just says he is reviewing, then I get an update saying 'passing to next guy'. Have had to call in many times on this.
as far as severity. Never ask for lower than 3 if you want a response(I try to get it to atleast a 2). I often do US Government contracting. I see doing this as getting better value for the tax payer. It is my constitutional duty.
On Tue, Nov 26, 2013 at 3:01 PM, Mark W. Farnham <mwf_at_rsiz.com> wrote:
> Hmm?
>
> I don't quite get the problem with abuse.
>
> You declare a problem a month ago. You set the severity. Last month it was
> not a big deal, but you wanted it fixed because you needed it to work for a
> deliverable due in two weeks - from a month ago.
>
> Worse, of course, if someone released some code you checked back into
> somewhere where the code works but triggers an Oracle misbehavior.
>
> Now it is a big deal, and spending any time at all above the bear minimum
> to
> bump up the severity should not be tolerated.
>
> The control on severity increase is the corresponding effort the filer of
> the SR signs up for. The control on escalation is getting the company's
> file
> at Oracle pock marked with inappropriate escalations. People who want to be
> taken seriously about urgency are circumspect about what they escalate.
>
>
>
> -----Original Message-----
> From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org]
> On Behalf Of Rich Jesse
> Sent: Tuesday, November 26, 2013 12:26 PM
> To: oracle-l_at_freelists.org
> Subject: Re: More Support woes!
>
> 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
>
>
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-- http://www.freelists.org/webpage/oracle-lReceived on Wed Nov 27 2013 - 06:12:55 CET