Priority routing is now available to all Oracle Database customers only. This is cool. Most, if not all, customer SR profiles haven’t been updated in years. Having accurate data, that is kept up to date daily, will help speed up the process to resolution. Oracle Support wants to reward customers that use configuration manager by putting their issues at the top of the queue.
All customers have to do is simply and automatically attach their configuration data to their service requests. This enhancement is included with your Premier Support contract and available through My Oracle Support. By linking detailed information about a customer’s environment to a service request, Oracle can leverage its knowledge base to solve your problems more quickly and effectively.
http://www.oracle.com/support/priority-handling.html
-Chris Warticki
twittering tips @cwarticki
Comments (5)
So, I installed OCM in 10 Oracle Homes on two of my hosts. Today, if I look at MOS I see that the configurations are 39 weeks old. There is no indication why, nor what to do to fix it.
Does this mean that I am at the top of the queue or the bottom. Your statement that Oracle Support wants to rewards customers indicates a basic usage of OCM, which we have done.
Posted by Charles Schultz | July 24, 2009 10:43 AM
Posted on July 24, 2009 10:43
We have many users who use our CSI, that do NOT need to see all of the information/configurations about all of our systems and databases. OCM/SCM is a big security issue for sites that allow other users (developers, etc) to use Metalink for research.
We created a Metalink DBA_Admin user and tried to setup OCM/SCM to use this user, but this did not work. All of our Metalink users still had access to all of our configuration information. We opened several SR's with support, but we were only given information on how to remove the information from Metalink.
Until this information can be tied to only one user, then we will not allow it at our site for security reasons.
Posted by Patricia | July 27, 2009 4:45 PM
Posted on July 27, 2009 16:45
Patricia, it is easiest to request a additional CSI. We were told this is "standard practice", whatever that means. I do agree, however, that OCM (and Metalink in general) needs a lot of help in developing a hierarchy.
PS - Hey, does _everyone_ have License to Product #0 (All Products, All Platforms)?
Posted by Charles Schultz | July 29, 2009 3:59 PM
Posted on July 29, 2009 15:59
One thing I have asked for many years is a way to track customer feedback. Let's say you have 1000 feedback items (comments, email, phone calls, etc). Surely someone summarizes them in order to pass up a general response to management. As a customer and client, I would love to see that summary. More importantly, I would gain a new level of respect for Oracle IT if such a summary were prioritized and a list of actions, either planned or already implemented, could be attached to each line item.
I have spoken with a few of the MOS developers and I know they are hard at work. When bug fixes and enhancements come back, we users have no idea if these were the results of feedback or not. I guess the bottomline is that it would be really helpful to know that the feedback we are providing is actually doing something. And just saying that "management and leadership is reading" is not quite enough. *grin*
Keep up the good work.
Posted by Charles Schultz | July 30, 2009 8:00 AM
Posted on July 30, 2009 08:00
Apparently we are hitting bug 6475659 in our OCM configurations. Which makes me wonder - how do I know if my SR has priority handling? Do I get a little UPS-like "PRIORITY" sticker.jpg? How can I tell the difference between a slow "PRIORITY" SR and a fast "normal" SR? I deal with real life situations all the time, so I know that even with a PRIORITY SR, the analyst may be tied up with a Sev 1 or any number of possible problems.
Posted by Charles Schultz | August 3, 2009 11:25 AM
Posted on August 3, 2009 11:25