My SR was Bugged and Closed, Now What?

From a recent customer email - SR was closed acknowledging it as a bug. When can I expect the bug to be fixed?

Even though the Service Request is closed, you can track the Bug Status within the Bug Summary content region in My Oracle Support.

  1. Add the Bug Summary region to your dashboard
  2. Click the pencil icon and then check the box for show my organizations bugs
  3. Then, back in that region, mark the bug a favorite (star). 
  4. Now, for push notification, if you go to Settings Tab > Hot Topics Email, you can turn on several notifications, one of which is, Product Bugs marked as Favorites.

Development rarely gives ETA's on bug fixes unless it's a Sev1 production down.  Even then, it's a matter of urgency and not ETA.
Is it a Sev1 bug?  Or, is it an Enhancement Request (Sev4)?

Please work with your support engineer and make sure you have documented the impact this bug is having to your business. Make sure that is clearly stated in the SR and the Bug. Behind every technical problem, there is business problem.  Does Support and Development understand your business problem?

Also, see the section entitled, What if the Service Request has a Bug Associated with it? that I've written.

Thanks
- Chris Warticki - Global Customer Management
#Oracle News, Info & Support
@cwarticki


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About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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