Re: [Veritas-bu] )(*@^%)*(&@# Symantec Support
2007-09-06 12:27:53
They should be able to re-open the case if it's within 10
days. I like Jeff's suggestion - get a supervisor and then have it escalated to
someone who wants to help.
It might be a good time
to ask for his supervisor. There is no magic preventing tickets from being
reopened – he’s just trying to palm you off which wouldn’t be bad for you since
he sounds like a putz but you ought to make sure his boss knows
it.
From:
veritas-bu-bounces AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-bounces AT mailman.eng.auburn DOT edu] On Behalf Of Martin, Jonathan Sent: Thursday, September 06, 2007 11:02
AM To:
veritas-bu AT mailman.eng.auburn DOT edu Subject: [Veritas-bu] )(*@^%)*(&@#
Symantec Support
So I'm working a
Netbackup / Oracle support issue whereby we're having trouble restoring an
Oracle database from a full backup (RMAN keeps asking for incremental tapes we
don't have.) The Support guy suggests we backup the control file, database
and archive logs in a different order to solve the problem. My DBA Runs
this by Oracle and they agree so we make the configuration change, run the
backup, and then that restore hangs after restoring the control files. The
Symantec tech tells me now I've got a new issue and that I need to open a new
ticket because he's closed the original one! I can't believe I pay for
this as "support!" _(*&%@_*#&%_#@&%)@%#
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