When you do get it opened, I would also suggest you request they make the
call a TSAnet issue.  That will allow them to join forces with Oracle
support to solve the case together rather than putting you in the middle of
it. 


 
 
Reneé Carlisle 
ServerWare Corporation
 





-----Original Message-----
From: veritas-bu-bounces AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-bounces AT mailman.eng.auburn DOT edu] On Behalf Of Blaine
Robison
Sent: Thursday, September 06, 2007 12:15 PM
To: Martin, Jonathan; veritas-bu AT mailman.eng.auburn DOT edu
Subject: Re: [Veritas-bu] )(*@^%)*(&@# Symantec Support

You need to ask for the duty manager. 

--- Jeff Lightner <jlightner AT water DOT com> wrote:

> 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
> 
>  
> 
> /rant on
> 
>  
> 
> 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!" _(*&%@_*#&%_#@&%)@% <mailto:*&%25@_*#&%_#@&%)@%> #
> 
>  
> 
> /rant off
> 
>  
> 
> -Jonathan
> 
> > _______________________________________________
> Veritas-bu maillist  -  Veritas-bu AT mailman.eng.auburn DOT edu
> http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu
> 


Blaine Robison
Solaris Ceritfied System Administrator 
Solaris Certified Network Administrator
Veritas Certified Professional
972-853-2459
214-578-5391


       
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